The Senior Technical Support Specialist installs, repairs, and maintains university-supported PC and Apple computers and related equipment. This position manages the patch management and computer imaging systems used to deploy and maintain university computers. This position also oversees work done in the hardware shop and supervises and trains 4-6 student technicians. Reports to the User Support Team Manager.
Essential Functions and Responsibilities:
Diagnose and solve problems with university-owned PC and Apple computer equipment and related devices to include faculty and lab equipment.
Maintain the standard images and the imaging server used to deploy and reinstall university-owned computers using Windows Deployment Services (WDS) and Microsoft Deployment Tools (MDT).
Prepare new computers for delivery and fill out appropriate inventory sheets in a timely manner.
Set up and oversee the delivery of new equipment.
Maintain the patch management and software update (WSUS) server, ensuring that campus computers are up-to-date and protected from known vulnerabilities.
Supervise and train student technicians, providing troubleshooting instruction and assistance with management and distribution of trouble tickets.
Respond to service calls in a timely fashion; determine priority if multiple demands are made.
Advise in repair decisions and upgrades for PC and Apple computers.
Provide documentation for work procedures and document service requests and calls in a timely fashion.
Coordinate moves of previously installed equipment for university departments and set-up and re-establish connections for peripherals and networks.
Assist with initial printer troubleshooting and helps with coordination of outside services for repairs if needed.
Maintain spare equipment and components in good working condition to be able to utilize them efficiently.
Evaluate new hardware and diagnostic tools for incorporation in the university standards list.
Recommend replacements or changes in equipment in order to maintain high equipment integrity.
Perform other duties as assigned.
Knowledge, Skills and Abilities:
Knowledge of and commitment to diversity, equity, and inclusion.
Strong client focus and excellent customer service skills.
Good verbal and written communication skills.
Ability to multitask and have an extensive understanding of customer service principles.
Ability to work effectively with others in a respectful, positive, and productive team environment.
Ability to work independently and accurately.
Knowledge of computer architecture.
Attention to detail.
Basic understanding of networks.
Ability to complete certification tests for working on specific models of Dell, Lenovo, and Apple hardware and software.
Three years of personal computer repair work experience on both PC and Apple computers in a networked environment.
High school diploma or GED.
Finalist applicants must satisfactorily complete a pre-employment background check and declaration regarding sexual misconduct with references, subject to verification.
AA/AS degree with specialty in computer electronics repair or equivalent experience.
Experience with Windows Deployment Services (WDS) and Microsoft Deployment Tools (MDT) for computer imaging and deployment.
Experience with Windows Server Update Services (WSUS) for distribution of software and system updates.
Basic administration knowledge of Active Directory.
Apple technician certification.
Additional Salary Information: PLU offers an excellent benefits package including tuition remission for employees and their dependents, retirement plan, medical, dental, paid vacation, major holidays off, and many other great university benefits.
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