Technical Support Engineer

Overview: The Technical Support Engineer serves as the primary help desk contact and provides technical assistance and troubleshooting to faculty, staff, and students within the university community. This position plays a pivotal role in ensuring the smooth operation of technology resources and resolving technical issues promptly

Responsibilities:

· Provide timely technical assistance via phone, email, or in-person to faculty, staff, and students on a variety of hardware and software issues including but not limited to computers, printers, network connectivity, and software applications

· Diagnose and resolve technical problems related to hardware, software, and network connectivity. Investigate issues thoroughly to provide accurate solutions and ensure minimal disruption to users

· Install, configure, and maintain computer hardware, peripherals, and software applications. Perform routine maintenance tasks such as software updates, virus scans, and system optimizations to ensure optimal performance

· Assist users in understanding and utilizing technology resources effectively. Develop and maintain user documentation, guides, and tutorials to facilitate self-help and enhance user knowledge

· Deploy and setup of new technology resources including computers, printers, audiovisual equipment, and other IT infrastructure. Ensure proper installation and configuration according to university standards

· Collaborate with other IT staff members to escalate and resolve complex technical issues. Coordinate with vendors and external service providers as needed to resolve hardware or software issues

· Provide excellent customer service by addressing user inquiries and concerns professionally and courteously. Maintain a positive and helpful attitude while assisting users with technical issues

· Adhere to university policies and procedures regarding data security and confidentiality. Ensure proper handling and protection of sensitive information during the course of technical support activities

Qualifications:

· An associate’s degree from an accredited college with coursework in Information Systems and Computer Science or computer related certifications

· Strong technical aptitude and troubleshooting skills

· Knowledge of computer hardware, software applications, and operating systems (Windows, macOS, Linux, MS Office 365 and Office Applications)

· Familiarity with network protocols and basic networking concepts

· Excellent communication and interpersonal skills

· Ability to work independently and as part of a team

· Ability to think strategically and prioritize multiple tasks effectively

· This position must be willing to continue educational, professional and personal development.

· Strong analytical and problem-solving skills

· Adherence to professional ethics including confidentiality

· Prior experience in technical support or customer service is a plus

Terms of Employment:

· Full benefits, Full-Time, 12 months.

· Non-Exempt position, 40 hours/week. M-Th 8 am – 6pm, F 8 am – noon.

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Work is normally performed inside under normal office conditions and employee may be exposed to varying temperatures, humidly and moderate noise.

Work requires:

· Keying data into computer repeatedly during an 8-hour shift.

· Ability to lift/carry and push/pull a minimum of 75 lbs.

· Reach/handle various equipment repeatedly during an 8-hour shift.

Supplemental Information: To apply, please visit www.thomasu.edu/employment; and complete your application on this link: https://apply.appone.com/job/67d86c2e77324615502cf2c6

Also send an send an email with the subject noting “Technical Support Engineer” to Anna Benefield, Office of Human Resources, at abenefield@thomasu.edu and include:

· Cover Letter*

· Resume*

· Names and contact information of a minimum of three professional references

All electronic submissions should be in Microsoft Word or PDF format.

*Email not required if items requested are uploaded during the application process through Paychex Flex.