On-Site Systems and Software Support Engineer

Overview

Engineering a world of possibilities. Mines is hiring our next 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, including applications, services, software, computers, telephones, classroom and meeting‑space audiovisual systems (A/V), and network devices such as wireless access points.

• Engage with customers to provide exemplary customer service and high‑level computing and technology management, advising, design, and support services for faculty, researchers, administrators, staff, students, visitors, and fellow IT professionals.
• Evaluate client requests, assess current infrastructure, and devise solutions and options to best meet client needs.
• Diagnose symptoms, behaviors, and errors in complex networked computing environments, determine root causes, and design permanent solutions or temporary workarounds.
• Provide technical support (installation and configuration) for classrooms, computer labs, conference rooms, and event spaces, including troubleshooting A/V equipment and computer integration.
• Identify and report room equipment improvements, replacements, and repairs.
• Provide live technology support (Audio‑Visual, Computer, and System) for campus events during business hours, off‑hours, and weekends.
• Install and support network devices such as wireless access points and telephones.
• Facilitate virtual meetings and collaborations by supporting hardware and software across campus.
• Support live production, event capture, streaming, recording, and presentations on campus, including occasional non‑core business hours.
• Provide support in all computing environments (Windows, macOS, Linux) and for advanced scientific instrumentation (microscopes, spectrometers, seismometers, etc.).
• Set priorities based on client needs, availability, urgency, business impact, and required resources.
• Evaluate, prioritize, and resolve problems and requests, or escalated to appropriate support areas.
• Respond to assigned tickets and assist team members with tickets, acting as front‑facing support liaison for all desk‑side issues.
• Provide support documentation for the Service Desk and other IT teams, and collaborate with subject‑matter experts for problem and issue resolution.
• Act as a liaison between customers and senior technical staff, and work with engineering creators when equipment or software is not functioning correctly.
• Provide training, mentoring, and support of student employees; assist with supplemental Service Delivery support such as answering incoming support requests via telephone, chat, and walk‑in support.
• Keep apprised of all IT projects and environmental changes that may affect customers.
• Maintain and update professional knowledge and skills related to applicable technologies in a fast‑changing environment; proactively identify needs and pursue self‑study, online training, and professional development.
• Curate knowledge through documentation, formal and informal presentations, and job sharing.

• Bachelor’s degree in information technology, engineering, computer science, business, or related discipline (or demonstrable equivalent knowledge and experience).
• 4+ years of experience in an IT service‑related role managing shifting priorities, demands, and timelines in a high‑pressure environment.
• Excellent customer service and advanced interpersonal, written, and oral communication skills.
• Ability to perform analysis, design, and problem solving in a complex environment.
• High‑level understanding of computer operating systems, 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.
• Demonstrated desire to support a variety of users with technology.
• Familiarity with web‑conferencing platforms and basic audiovisual technologies (video conferencing, live lecture capture, control systems with touch‑panel…