Location: Worcester, MA Category: Staff and Administrators Posted On: Sat Apr 10 2021 Job Description:
Provide on-site and in-house technical support for hardware, software, and configuration issues related to end-user computing technology; provide second and third-tier support to resolve faculty, staff, and student technology issues.
Maintain computer hardware and software for all ITS supported electronic classrooms & conference rooms, computing labs, general computing clusters, software as a service, and faculty/staff desktops and laptops.
Install, maintain, repair and upgrade Apple/PC compatible hardware, printers, and peripherals as needed; interface with vendors to facilitate the ordering of parts and the processing of warranty RMAs for the replacement of defective parts.
Manage specific applications in support of end-user computing, including but not limited to Microsoft Deployment Toolkit, Microsoft System Center, and FileWave.
Provide 2nd tier technical support to ITS Help Desk staff and as needed; provide in-person, phone, remote, and email support to clients on supported products and platforms; concisely and effectively document issues to facilitate resolution and maintain user satisfaction; route/escalate issues to other staff as necessary and/or appropriate.
Maintain inventory, tools, and media necessary for the delivery of support services.
Deploy computing resources to public computing spaces (i.e. labs, kiosks, classrooms); assist ITS Help Desk with deployment of personal computing devices during in peak times as needed.
Assist in the training, supervision, and evaluation of student intern staff.
Maintain currency with issues related to virus and malware prevention, protection, and recovery; work with Manager of Endpoint Systems Administration on the implementation of policies and desktop security.
Provide excellent customer service to all members of the Clark University community as to maintain and improve user satisfaction.
Other duties as needed by the department and defined by the supervisor.
Bachelor's Degree in CS or related field and a minimum of three years relevant technical experience; additional work experience may be considered in lieu of degree requirement.
Expert knowledge of current versions of MacOS, Windows, MS Office including the use of Outlook/Exchange in a networked environment, as well as advanced knowledge of Apple and PC compatible hardware/configuration issues, and deployment tools including Microsoft Deployment Toolkit, Microsoft System Center, and Filewave.
Demonstrated ability to effectively diagnose and resolve hardware issues; expert understanding of the inner workings of computers and related hardware along with the ability to configure office productivity software, such as MS Office, virus protection software and e-mail clients required.
Knowledge of mobile device management (Apple School Manager, Jamf, Microsoft Autopilot, and Microsoft InTune), networking concepts, iOS, Android, and Chrome OS is desirable.
Strong inter personal and communication skills; ability to establish effective collaborative working relationships at all levels of the University.
Ability to work independently and as part of a team; ability to work concurrently on multiple tasks and projects; ability to effectively communicate progress/problems to appropriate personnel effectively.
Able to physically move and install computers, printers, and peripherals in locations that may not have an elevator, ability to lift 30 lbs. regularly and carry equipment from building to building.
Must be detail oriented; possess excellent customer service and problem solving skills; and a display a high degree of integrity.
Ability to work nights and weekends on an as-needed basis is required.
This is a Full-time position with excellent benefits, which include employee and family tuition benefits, 4 weeks' vacation, generous retirement plan, free use of campus fitness center and many more.
Clark University embraces equal opportunity and affirmative action as core values: we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. This commitment applies to every aspect of education, services, and employment policies and practices at Clark. Our commitment to diversity informs our efforts in recruitment, hiring and retention. All positions at Clark share in the responsibility for building a community that values diversity and the uniqueness of others by exhibiting integrity and respect in interacting with all members of the Clark community to create an atmosphere of fairness and belonging. We strongly encourage members from historically underrepresented communities, inclusive of all women, to apply.
Founded in 1887, Clark University is a liberal arts-based research university committed toscholarship and inquiry that addresses social and human imperatives on a global basis. It is the place where Robert Goddard invented the modern rocket, where Sigmund Freud delivered his only lectures in the United States, and where current students stake their claim to the Clark motto, “Challenge Convention, Change Our World,” which is the rallying cry that inspires our community every day. Located in Worcester, Massachusetts, Clark University educates its undergraduate and graduate students to be imaginative and contributing citizens of the world, and to advance the frontiers of knowledge and understanding through rigorous scholarship and creative effort. The University’s engages students in such areas as biology, chemistry, economics, geography, psychology, urban education, management, environmental science and policy, Holocaust and genocide studies, and international development and social change. Clark University’s pioneering model of higher education, LEEP (Liberation Education and Effective Practice) compels undergraduate students to thrive in authentic world and workplace settings, and prepares them for lives and careers of consequence.