Job Description

Job Description
This position is responsible for Tier 2 & 3 support monitoring, maintaining, testing, and repairing Ashland University workstations, and classroom equipment. This position will also provide oversight, mentoring, knowledge bases, and training student workers. Be well versed in current and emerging computing, mobile device, and workstation technologies as they apply to the University environment. Provide recommendations and insight on best practices in their support. Conduct periodic needs analyses as directed by the Director of Information Technology Support Services. Provide formal and informal training, and expert level field troubleshooting.

Implement Tier 2 technical and client support services (e.g., install, configure, troubleshoot and maintain a variety of University hardware, software and miscellaneous equipment).
Develop, test, implement, maintain and support campus hardware and software.
Work with Vendor’s to get installs, firmware updates, and ongoing issues resolved.
Focal point for Information Technology customer service both in person and on the phone.
Strong knowledge of Quest KBox, JAMF, & TeamViewer a plus.
Monitor, manage, maintain, and update of enterprise workstations.
Diagnose and correct operating and performance issues.
Monitor evolving technologies, upcoming OS’s, and make strategic recommendations to the Director, Information Technology Support Services.
Work with student workers; mentoring, training, answer questions and troubleshoot issues.
Occasional non-standard hours.
This is not a remote position – employee must be onsite.
Required Qualifications
Associate degree, plus three (3) years relevant experience, or equivalent combination of education/certification/experience
A+ Certification or higher required
Microsoft Certification Required (i.e., Windows 10, Windows 7, Microsoft Certified Desktop Technician) and/or Apple Certification(s)
Must be or able to get Apple & Dell Certification within six (6) months of hire
Three (3) to (5) years customer service and/or product support experience
Prior experience working in multiple complex technology initiatives and teamwork
Proven experience with Microsoft or Apple technologies and workstation technologies
Demonstrated attention to detail and ability to communicate and document effectively, both verbally and writing
Proficiency utilizing and troubleshooting Windows and/or Mac Operating System and MS Office Suite
Ability to work independently and within a team
Ability to prioritize, schedule, and meet deadlines
Advanced skills in the use of troubleshooting and repair technology applications
Able to work on multiple projects concurrently and meet hard deadlines
Preferred Qualifications
Bachelor’s Degree and associated certificates and accreditations related to workstation management, networking, information systems, customer service, etc.
Five (5) to 10 (10) years Tier 2 customer service and/or technical product support experience
Experience working with KACE (Quest KBox) Endpoint Systems Management Appliance
JAMF experience and/or training
Technical experience with troubleshooting and repairing computer equipment at a university
Background on Operation’s Systems, software (Adobe, MS Office, Utilities, etc.), hardware, active directory, and server patching
Management or technical lead experience
University Tier 1, 2 or 3 technology troubleshooting and repair
Physical Demands
Office environment with some lifting and hauling of equipment up to 60 lbs.
Typical work week: 8AM – 5PM, however, some weekend and evening work hours required.
Cellphone availability during normal and after work hours required.
Valid driver’s license and ability to drive to remote campus locations and attend training as assigned.