Technology Support Specialist

Position Title

Technology Support Specialist

Regular

$41.06 - $49.27 per hour ;
Compensation will be based on education, experience, skills relevant to the role and internal equity

Hourly

The Technology Support Specialist is responsible for providing campus wide technical support to faculty, staff, and students for the use of university technology resources, assisting them with hardware, software, phone, network access, WiFi, password assistance, printing, mobile devices and peripherals. They have a competent level of expertise of these University supported resources in order to assist the university community. The Technology Support Specialist provisions new Windows and existing computers using our Windows MDM solution Microsoft Intune and provisions new Mac and existing computers utilizing our macOS MDM solution Jamf.

They regularly asset tag, inventory and deliver and set up new computers and assist with the data transfer of university business data and initial login for the customer. In this critical role, the Technology Support Specialist directly responds to computer and technology support requests from faculty, staff, students. The Technology Support Specialist provides on-site desktop support to faculty and staff on campus and support by phone.

Provides remote support using Go To Assist , Zoom, and sometimes Facetime to provide desktop support to faculty and staff working remotely. The Technology Support Specialist will have a passion for providing excellent customer service and focus on continual improvement across all areas; a commitment to supporting active, innovative, and collaborative strategies for meeting customer needs with effective technologies; and a continued desire to identify and deliver the best possible technology resources and services to meet the needs of the campus community.

• Network Infrastructure-Wireless
  • Connect to eduroam, Bronco Fi and SCU-Guest networks
  • Clean out profiles to any other campus networks when necessary
  • Turn off MAC address randomization (or Private WiFi addressing) when necessary for macOS devices
• Network Infrastructure-Wired
  • Obtain building/room/jack information and schedule availability/preference when available
  • Connects device to network if a jack activation has been confirmed working from our networking team
• Network Security
  • Network Access Control - Safe Connect Dashboard compliance - triage general compliance on systems
    • verifies Safe Connect Compliance
    • requests temporary exception to NAC enforcement from Technology Help Desk if needed
    • reinstall NAC agent on systems
  • VPN
    • Assist with VPN installation or reinstall of VPN client
    • Walks customer through checking their phone for Duo prompt
    • Verifies Clear Pass and Duo authentication confirmation with Technology Help Desk
  • Telephony support for faculty and staff
    • Jabber:
      Assists with installation of Jabber client on mobile and computer devices
    • Voicemail support
      • Assists customer using self service voicemail PIN reset
      • Provides support to access voicemail through web, physical phone, or jabber
      • Provides support to assist customer to set voicemail greeting
      • Provides support to assist customer to set up call forwarding and/or remove call forwarding
      • Provides support to assist customer to set up voicemail to email
  • Active Directory (aka "SCU Username").
    • Refer customers to obtain their SCU Username using Rapid Identity self service
    • Assist with password self-service
    • Assist to walk the customer through updating alternate email and mobile in Workday to make the password self-service available for students, faculty and staff
  • Two-Factor Authentication (2FA)
    • Assist customers to self enroll device in Duo
    • Assist customers with self service bypass code generator
    • Recommend a Duo hardware token or security key if the user does not wish to use a phone as a second factor

• Troubleshoot, diagnose and support client-level personal computing devices, supporting computers and peripherals supported by the university - includes laptops, desktops, printers and Duo support on cell phones.
• Troubleshoot and provide advanced support for software - Windows OS, macOS, Microsoft Office suite, Google Workspace, Google Chrome and Firefox web browsers and university standard software.
• Access software updates, knowledge bases, FAQs, and online resources to aid in hardware and software problem resolution.
• Support campus information security through advanced support for campus endpoint protection software including installation, removal of virus/malware, troubleshooting.
• Support faculty/staff network campus printing, student printing, solutions including installation, printer setup, troubleshooting, clearing paper jams and printing.
• Support faculty/staff network such as network file share, mapping of network file share, assistance with VPN software installation and connecting VPN.
• Utilize tools such as Go To Assist , Zoom and…