Deployment, Maintenance, and Response Technician - Apple/iOS Systems

JOB SUMMARY

The Deployment, Maintenance, and Response Technician (DMRT) supports and maintains university computer devices and peripheral equipment. The work includes fostering relationships that encourage users to employ these technological tools in a fashion that achieves optimum productivity. More specifically, the scope of work entails installing, diagnosing, repairing, maintaining, and upgrading hardware, software, and associated equipment. A cadre of several DMRTs constitutes an ITS Deployment, Maintenance, and Response (DMR) team within the overall Information Technology Services () organization. Along with others, this team is responsible for sustaining a culture of high-quality customer service.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Support, Troubleshooting, and Response:

Serves as initial primary functional subject expert for typical requests for assistance. Provides hands-on analysis, training, and support as needed. Acts as a point of escalation for exceptional service handling.

Responds in a timely fashion to service requests. Troubleshoots problems. Resolves hardware, OS, and software problems by identifying and implementing solutions. Documents solutions for future reference and benefit.

Effectively tracks progress for assigned service requests. Routinely shares status of solutions with ITS colleagues and supervisors.

Assists with maintaining an effective and efficient asset management program that encompasses the inventory of technology equipment as needed. Complies with established workflow processes for asset deployment. Under the guidance of deep technical support personnel, arranges the appropriate configuration, installation, and troubleshooting of hardware and software for faculty and staff use.

Assists in support of VoIP phone devices and applications, including desk phones, softphones, and voicemail.

Apple Systems Administration:

Develops solutions for supporting, deploying, and managing computer workstations on Apple OS and iOS. Maintains and monitors Enterprise Software Distribution system (JAMF). Administers Mac OS installation, updates, and patch management processes.

Troubleshoots advanced operating systems and application issues on campus workstations and servers. Manages campus mobile device security policies and procedures through Mobile Device Management (MDM) system. Troubleshoots advanced MDM integration and OS issues with supported mobile devices.

Evaluates and identifies workstation hardware for Hamline s TechSelect program and builds deployment processes to support that hardware.

Architects, maintains, and monitors security protocols and posture of supported Hamline workstation platforms based on current industry standard security practices.

Consulting and Process Improvement:

Fosters effective use of information technology, particularly as used by faculty and staff. Contributes to efforts that enhance workplace productivity via technical competency.

Actively seeks and nurtures trustful relationships with faculty and staff. Promotes awareness and adoption of ITS services, resources, and policies. Represents and advocates for users regarding ITS services.

Assists with capturing metrics that help inform decision making to improve service delivery. Monitors and scrutinizes service requests for patterns of recurring issues that warrant intervention. Helps with identifying systemic problems and works with others to help correct them. Highlights opportunities for improvement.

Supervising Student Employees:

Assists with training, supervising, mentoring, and evaluating student employees assigned to DMR operations (referred to as DMR agents).

Contributes input for evaluating student labor deployment and provides recommendations for scheduling based on need. Sets the example for the students work performance, attendance, and behavior.

Assists with developing and revising DMR agent job description and roles as needed.

REPORTING RELATIONSHIPS

The DMRT reports to and is evaluated by the Director of Infrastructure Systems and Services. Some of the routine work is done independently with limited direct supervision.

Close cooperation is required with a variety of ITS employees, including deep technical support personnel. Particularly effective collaboration is essential with employees assigned to the Central Service Desk (), including the Senior Service Desk Coordinator (), the Central Service Desk Coordinator (), the Central Service Desk Librarian (). Cooperation with the Senior Audio Visual and Event Support Specialist (SAVESS) is also required.

This position contributes to the training, mentoring, and evaluation of a cadre of DMR student employees.

This position reports to the: Director of Infrastructure Systems and Services

Employee Supervision.Choose an item.

This position supervises 3-5 student workers.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND KEY COMPETENCIES

Describe the knowledge, skills and abilities required to perform the essential functions of the job.

Knowledge of Mac OS and iOS management tools such as JAMF or equivalent

Basic knowledge of Windows 10 or 11

Basic knowledge of and competency with a range of technologies typically found in higher education offices, classrooms, and labs

Familiarity with service requests management processes

Knowledge of principles and best practices for creating and maintaining technical documentation and tools used by both technical personnel and end users

Familiarity with concepts, principles, issues, emerging technologies, and technical challenges related to technology user support within an academic community

MINIMUM EDUCATION/EXPERIENCE

Associate s degree in information technology or related field, or two (2) years working in a technology support environment that offers comparable skill set development

Extensive experience working with different operating systems including Mac OS and Windows

Experience administering Mac OS X in an enterprise or education environment

PREFERRED EDUCATION/EXPERIENCE

Experience/Familiarity desired or helpful with:

Apple certified support professional certification

Windows 10 or 11 certification

Project management experience or aptitude

VoIP phone devices and applications, including desk phones, softphones, and voicemail

Record of achievement with providing high-quality, customer-oriented technology support to an academic community or comparable organizational environment

Workplace Skills/Abilities:

Proven analytical and problem-solving abilities for evaluating processes and procedures

Ability to effectively prioritize and execute tasks in a fast-paced environment

Aptitude and ambition to learn continuously and to take initiative when appropriate

Capacity for effective judgment for distinguishing when to work independently with self-reliance and when to seek the assistance of others

Ability to effectively supervise, train, and motivate student employees

Aptitude for working effectively with faculty, staff, and students; enthusiasm for delivering high quality service to an academic community

Commitment to a diverse academic community, and an understanding of the contributions a diverse workforce brings to the workplace

Communication skills commensurate with a professional workplace

Ability to work independently and as part of a team

Outstanding attention to detail and thoroughness

Capacity to adjust and thrive in an ambiguous, future-oriented environment and to respond effectively to changing needs and priorities

Resilience of character and perspective

WORKING CONDITIONS / EQUIPMENT

Capacity for using computers and related technology for significant periods of time.

Ability to move across campus quickly to provide on-site, hands-on technical support.

Ability to lift equipment, tools, and supplies up to 50 lbs. in weight and have physical agility to access equipment with or without accommodations.

Flexibility to work occasionally outside the typical work schedule to accommodate needs of academic calendars.

Must be fully vaccinated for COVID-19 or eligible for legally required exemption such as a medical or religious reason.

ADDITIONAL INFORMATION

This is a full time, 1.0 FTE, exempt position, 12 months a year.

EEO/DIVERSITY STATEMENT

Hamline University will not tolerate discrimination, harassment, or retaliation based on race; color; religion; creed; sex; sexual orientation; gender expression; gender identity; national origin; marital status; familial status; status with regard to public assistance; service with a local human rights commission; disability; age; or protected veteran status in its employment and educational opportunities. In addition, a romantic or physical relationship between a student and an employee who is not a student worker is prohibited.