On-Site Systems and Software Support Engineer

On-Site Systems and Software Support Engineer:

As an integral member of the Service Delivery team within Mines Information Technology (IT), the On-Site Systems and Software Support Engineer provides technical support and installation for all University technology such as applications, services, software, computers, telephones, classroom and meeting space audiovisual systems (A/V), and deployed network equipment such as wireless access points (WAPs).

This position provides a broad range of professional IT consultation and support services directly to academic and research faculty, administrators, operational staff, and students. They employ specialized knowledge to assess and troubleshoot problems that clients experience with their computers, peripheral devices (such as instrumentation), network connections, operating systems, and software applications. They proactively research issues as necessary and devise and implement solutions. They educate customers about the rationale and operating requirements behind best practices, security practices, policies, and procedures. Staff members in these positions maintain the primary relationship between IT and customers as they are the first point of contact in many situations.

RESPONSIBILITIES

Support Service Functions

• Engage with customers to offer exemplary customer service, as defined by industry best practice and Mines leadership.
• Use theoretical and practical knowledge to provide high level computing and technology management, advising, design and support services to faculty, researchers, administrators, staff, students, visitors, and fellow IT professionals.
• Provide live technology support (Audio-Visual, Computer, and System) for Campus Events as required during traditional business hours, off-hours and weekends.
• Evaluate client requests, assess current infrastructure, and devise solutions and options to best meet client needs.
• Dialogue with clients, perform needs analyses as appropriate, diagnose symptoms, behaviors, and errors in complex networked computing environments, determine root causes, design and develop permanent solutions or temporary workarounds if necessary.
• Provide technical support (including installation and configuration) for classrooms, computer labs, conference rooms, and event spaces. This includes troubleshooting A/V equipment and the computers that integrate with the equipment. Identify and report room equipment improvements, replacement, and repairs that should be done.
• Install and support network devices such as wireless access points and telephones.
• Facilitate virtual meetings and collaborations by providing support with available hardware and software across campus.
• Provide support for live production, event capture, streaming, recording, presentations on campus, and occasionally during non-core business hours.
• Provide technical support in all computing environments used by higher education STEM institutions. This includes Windows, MacOS, and Linux operating systems and the integration of advanced scientific instrumentation (microscopes, spectrometers, seismometers, etc.) used to observe, collect, or analyze data.
• Set priorities based on assessment of client need, availability, and urgency along with impact to the business of the university and the resources required.
• Evaluate, prioritize, and resolve problems and requests, or escalate to appropriate support areas.
• Respond to assigned tickets and assist team members with their tickets.
• Acts as the front-facing support liaison for all desk-side-related support issues.
• Provide support documentation for the Service Desk and other IT teams.
• Collaborate with other subject matter experts (SMEs) for problem and issue resolution.
• Act as a liaison between customers and senior technical staff.
• Work with Engineering creators when equipment or software is not functioning correctly. Ensuring clear and concise language is used, so they can understand what the problem is.

QUALIFICATIONS

Education and Experience:

• Bachelor s degree in information technology, engineering, computer science, business, or related discipline. Individuals without a related degree may be considered if they demonstrate possession of the same knowledge level found in a degree but have attained advanced knowledge through a combination of work experience and intellectual instruction using a 1:1 substitution.
• 4+ years of experience in an IT service-related role which includes managing shifting priorities, demands, and timelines as well as executing tasks in a high-pressure environment.
  

Certifications and Licenses:

• None

Knowledge, Skills, and Abilities:

• Excellent customer service skills.
• Advanced interpersonal, written, and oral communication skills including excellent reading comprehension, attention to detail, and awareness of tone and impact.
• Ability to perform analysis, design, and problem solving in a complex environment.
• High-level understanding of computer operating systems (current and historical), programming concepts, data structures, diagnostic techniques, software engineering, networking, and communication methods.
• Working knowledge of Google Apps, Microsoft Office 365, MS Teams, Zoom, and other standard applications.
• Demonstrate a desire to support a variety of users with technology.
• Familiarity with use and support of web conferencing platforms.
• Basic understanding of audiovisual technologies including video conferencing, live lecture capture, control systems with touch panel user interfaces, digital signage, security cameras, and networked A/V.
• Knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing hardware and peripherals.
• Understanding complex networked environments (including the OSI model) utilizing centralized storage, physically distributed resources, authorization and authentication mechanisms, group policies, and advanced management.
• Demonstrate skill in instructing users on new or upgraded computer applications and hardware.
• Ability to manage shifting priorities, demands, and timelines as well as execute tasks in a high-pressure environment.

PREFERRED QUALIFICATIONS

Education and Experience:

• Higher education experience.

Knowledge, Skills, and Abilities:

• Demonstrated experience providing one-on-one support in a teaching and learning environment.
• Proficiency in responding to and managing support requests within a dedicated institutional system.
• Technical competence in one or more programming languages for AMX, Crestron, and Extron. The Certified Technology Specialist (CTS) certificate is desirable. Knowledge of EventsAir is a plus.
• Basic Linux support.
• Basic Microsoft Intune support.
• Basic JAMF MDM support.