Systems Support Specialist -III​/Engineer

Job Summary

Under general supervision, provides leadership and technical support for technology services within the university’s desktop computing environment. Coordinates the planning, implementation, and support of technology solutions and projects in collaboration with users and Technology Services staff. Oversees support for desktop and mobile computing devices, networked applications, smart classrooms, conference room technologies, and access control systems. Provides leadership, supervision, and mentoring for technical staff and student employees to ensure the reliable delivery of technology services in a highly available university environment.

Job title of Systems Support Engineer I-III /Engineer I along with salary will depend on the applicant’s qualifications.

• Provide technical leadership and direction in the design and development of the University Technology environment and its integration into other technical and functional areas. Perform research and analysis for new or enhanced technology services and determine how they may be applied to the University environment. Working with a cross- functional team and utilizing project management methodologies plan and develop solutions for new and advanced technology services that meet customer needs and requirements.
• Provides leadership and mentors a team of 50+ student workers to provide support for the delivery of technology services. Responsible for student hiring, evaluating employee performance, setting work priorities or schedules, monitoring work, training, disciplining employees, and recommending termination.
• Research innovative methods to improve current processes and procedures in the field services and classroom technology environment. Research support tools to improve current processes and procedures. Identify technology issues and trends.
• Develop, implement, and maintain processes and procedures for technology services. Assist in documenting and maintaining technology services information, logs and related documentation.
• Provides leadership with the budgeting and analysis of the refresh plans for student computer labs, faculty/staff computing, and classroom technology. Understanding of the University environment and the information workflow between Administration, Faculty/Staff, and Students is essential. Attend training, seminars, and other meetings as needed. Performs other duties as assigned.

Knowledge

• Knowledge of computer hardware, software, and network operating systems, including Windows and macOS.
• Knowledge of application and file server installation, configuration, and administration.
• Knowledge of multimedia software, audio/visual technologies, and associated equipment, including projectors, digital cameras, scanners, telephone/voicemail systems, smartphones, and tablet devices.
• Knowledge of information security principles, best practices, and security procedures.
• Knowledge of applicable University rules, regulations, policies, and procedures.

Skills

• Skilled in leadership, mentoring, and providing guidance to technical staff and student workers.
• Skilled in project management, organization, and prioritization of multiple concurrent projects.
• Skilled in interpersonal relations, customer service, and verbal and written communication.
• Skilled in technical writing, documentation, and translating technical terminology into user-friendly language.

Abilities

• Ability to support, maintain, and assist in the administration of a large networked desktop and application environment.
• Ability to research, evaluate, and implement new and emerging technologies.
• Ability to analyze technical issues, evaluate multiple variables, and develop effective technology solutions.
• Ability to provide technical support and explain technical concepts to users with varying levels of technical expertise.
• Ability to work independently and collaboratively as part of a team.
• Ability to work effectively in a fast‑paced, high‑availability environment and adapt to changing priorities and procedures.

• Bachelor’s degree in Computer Science, M.I.S. or related field required.
• Additional experience in the support of…