Senior User Support Technician

Reporting to the Associate Director of User Support, the Senior User Support Technician provides advanced technical support, including installation, maintenance, upgrades, troubleshooting, problem resolution, acquisition and replacement, for enterprise applications, operating systems, endpoints and peripheral devices. Employee also serves as a senior technical resource, independently resolving complex technical issues, supporting enterprise endpoint management and providing technical guidance to other technicians, and assists in developing technical standards, improving support processes and implementing technology initiatives to ensure reliable, secure and efficient technology services across campus.

• Installs, configures, and maintains multiple computer environments, platforms and technologies.
• Installs, configures and upgrades application and operating system software.
• Manages enterprise endpoint administration and compliance.
• Administers cloud-based device management.
• Evaluates and implements changes necessary to maintain reliable, secure and standardized endpoint environments.
• Serves as the senior technical resource for complex endpoint, operating system, identity, networking, printing and classroom technology issues.
• Uses industry standard diagnostic tools to aid in identifying, troubleshooting and repairing hardware, software, network and telephony connectivity issues.
• Performs root-cause analysis, identifies recurring trends and system-wide issues, recommends preventive actions and develops solutions that reduce repeat incidents.
• Coordinates internal component repairs or replacement with third-party suppliers as needed.
• Leads or participates in endpoint modernization, classroom technology initiatives, operating system migrations, inventory modernization and enterprise implementations.
• Analyzes technical and customer requirements, assists in developing implementation plans, coordinates assigned project activities and completes work within established timelines.
• Removes old equipment and performs data migration in accordance with information security policies and procedures that relate to data protection and destruction.
• Develops documentation and standards.
• Assists and mentors user support technicians.
• Recommends technology improvements.
• Automates repetitive processes.
• Collaborates on endpoint strategy.
• Ensures completeness and accuracy of technical documentation methods and procedures.
• Partners with faculty, staff, vendors and other campus stakeholders to provide exceptional customer service.
• Answers “how to” questions.
• Maintains accurate service records and communicates status, expectations and resolutions clearly and professionally.

• Bachelor’s degree and two years of experience installing and supporting hardware and software. (An equivalent combination of education and experience may be considered.)
• Experience with Microsoft Intune and Windows Autopilot.
• Advanced knowledge of PC hardware, software and network connections.
• Thorough understanding of telecommunications theory and practice.
• Effective problem-solving and organizational skills.
• Exceptional customer service skills.
• Effective communication and interpersonal skills and the ability to establish and maintain effective working relationships with faculty, staff and students.
• Ability to implement and manage systems designed to effectively recognize, report, track and resolve problems.
• Ability to follow instructions of a highly technical nature.
• Ability to handle highly sensitive and confidential information.

CompTIA, Apple and/or Microsoft certifications.

Travel/Overtime Requirements:
Employee is expected to work outside regular business hours and on weekends for planned system maintenance and emergencies.

License/Certification:
CompTIA, Apple and/or Microsoft certifications preferred.

Telecommuting:
Employees are not eligible for telecommuting/remote work during their 12-month probationary period. After that time, certain positions may be eligible for telecommuting/remote work at the discretion of the supervisor and in accordance with Winthrop policies.