Technology Support Engineer

Functional

Title:

Technology Support Engineer
Classification: Hourly – non-exempt
Division: Technological Advancement
Department: Technology
Reports to: Director of IT Operations

Primary Function:

The Technology Support Engineer provides prompt response and technical support to LCU students, faculty, and staff for Operational and Instructional technologies.

Major Duties:

• Serves as a first responder and communicator for:
  • Unplanned service interruptions
  • Support requests including, but not limited to
    • Classroom AV and Software
    • End User Computing
    • Network and Communication Services
    • Infrastructure assessment and requisition
    • Submission of phish, spam, and quarantine reports for analysis and communication
• Logging, categorization and prioritization of requests and support items
• Reporting and assessment of key metrics for operational and instructional helpdesk interactions
• Support for Undergraduate, Graduate, and other instructional sessions with some evening hours as needed and defined by the technology leadership team
• Request communication and closure after verification of solution with requestor
• Incident monitoring and interaction with other processes
• Collaborates with the OTSA and ADIT to create, review, and facilitate training for helpdesk student workers and campus constituents
• Assists with special projects as needed under the direction of technology leadership
• Participates in Professional Growth Activities
• Performs other incidental and related duties as required and assigned

Knowledge, Skills, and Abilities

Required:

• Strong interpersonal and communication skills and the ability to work effectively with a wide range of people in a diverse community
• Skilled in the use of a computer as a productivity tool
• Possess working knowledge of email, Internet web browsing, and the Microsoft Productivity Suite
• Must be customer service oriented
• Must be courteous and polite
• Good verbal, telephone, and written etiquette
• Working knowledge and understanding of a broad range of desktop-based hardware and software and basic networking concepts
• Able to follow instructions and work without supervision
• Must be reliable and possess good organizational skills
• Ability to effectively work in a team environment
• Effective and efficient troubleshooting and problem-solving skills
• Ability to enter and access information from a computer
• Ability to deal with problematic issues with institutional mission at heart
• Ability to locate malfunctions in hardware and software or help communicate to others on support team
• Commitment to living a faith-filled life consistent with Biblical values that serve as the foundation of LCU

Education and Experience:

Minimum of bachelor’s degree or two (2) years’ experience and/or training; or equivalent combination of education and experience that is directly related to the specified duties and responsibilities gained through increasingly responsible positions within technology services

Physical Requirements:

While performing the essential duties of this job, the employee will be required to do the following:

• Be ambulatory around campus and in buildings
• Required to regularly sit and stand
• Frequently use wrist, hands and/or fingers to make small repetitive movements such as typing, distributing mail, and picking up small objects
• Ability to talk frequently to convey detailed and/or important instructions or ideas accurately, loudly, or quickly
• Be able to hear average or normal conversations and receive verbal information
• Required to lift packages and/or other objects up to 50 pounds

Salary and Benefits:

Salary commensurate with qualifications and experience. Benefits available include medical, dental, and vision insurance, 403-B retirement plan with a matching option, and tuition benefits for employees and dependents.

The University:

Founded in 1957 and located in Lubbock, Texas, LCU is affiliated with the Churches of Christ. LCU is accredited by the Southern Association of Schools and Colleges Commission on Colleges and is a member of the Council of Christian Colleges and Universities. Currently, 86 full-time faculty members serve approximately 1660 undergraduate and graduate students on the LCU campus located in west Lubbock.

Lubbock…