Senior Technology Support Specialist

Working collaboratively with fellow members of Library and Information Technology and functional area leads, the Senior Technology Support Specialist provides operational support of virtualized, backup, and imaging systems that fall under the purview of Technology Services as well as advanced troubleshooting and resolution of computer problems involving hardware and software of Windows, Mac, iOS, and Android devices. The primary goal of this position is to provide technical expertise to our campus community. To that end, the Senior Technology Support Specialist will possess a solid blend of both technical acumen and customer service. This position reports to the Assistant Director of Technology Support and is a full-time, 12-month, exempt, benefits eligible position. 

Job Duties:

• Serves as a technical lead and is responsible for the ongoing Technology Services projects involving Windows imaging, cloud-based computer backups, security/patch management, application package creation/deployment, and virtualization:

  • Creates Windows desktop image standards, deployment methods and use of supporting tools and technologies.

  • Monitors, administers, and troubleshoots Bucknell’s cloud-based computer backup system.

  • Implements security and application patches for all faculty, staff, and lab computers.

  • Creates software installers for Windows system and our virtualized application environment.

  • Handles the day to day operations of our virtualized application environment consisting of golden image creation, appstack creation, system resource allocation, permission management, and overall environmental health monitoring.

• Serves as a technical expert collaborating with network and system administrators to assess, troubleshoot, resolve or make recommendations to address complex computer hardware and software issues.

• Acts as a resource to other Technology Services staff as they consult with users to identify and resolve problems, understand needs, assess feasibility, and develop effective technology solutions to meet those needs.

• Maintains, respects, and protects the confidentiality of information held within or transferred across the University's technology resources.

• Provides technical guidance to student employees as appropriate.

• As part of a team, research, test and recommend technological improvements and operational efficiencies, as well as new technologies.

• Works within our TeamDynamix ticketing system to open, update, escalate or close both incidents and service requests.

• Demonstrates strong communication and collaboration skills, dependability, and strong partnership with Technology Services members and other Library and IT groups.

• Exhibits a customer-centric focus in their daily work.

• Needs to be available during non-office and emergency hours to respond to critical needs of the University community. 

• Performs other duties as assigned.

Minimum Qualifications:

• Bachelor's degree and four years’ experience in technology support within a medium to large production environment; or 8 years’ experience with progressively more responsibility in technology support

• Strong technical, organizational, communication and time management skills

• The ability to write scripts for task automation

• Demonstrated enthusiasm for continued learning

• A commitment to contributing to a diverse workforce and campus community aligned with Bucknell University’s core values

Preferred Qualifications:

• Higher education experience

• VMware Certified Professional

• In-depth knowledge of application packaging

• Working knowledge of virtual environments utilizing VMware’s Horizon client

• Working knowledge of Ivanti Endpoint and Workspace Management, Asset Management, and Security and Patch Management

About Bucknell

Founded in 1846 and located along the banks of the Susquehanna River in historic Lewisburg, Pa., Bucknell University is an undergraduate-focused institution that stands uniquely at the intersection of top-ranked liberal arts, engineering and management programs. Our students choose from more than 50 majors and 60 minors in the arts, engineering, humanities, management, and natural and social sciences, as well as extensive global study, service-learning and research opportunities. Bucknell’s 3,600 undergraduate and 100 graduate students enjoy a low 9:1 student-faculty ratio and exceptional opportunities to collaborate with faculty mentors.

Bucknell’s beautiful 450-acre campus includes first-rate facilities and is home to more than 90 percent of its students. Residential life is vibrant with about 150 student-run organizations, 27 NCAA Division I athletic teams, a robust arts culture, and a strong student commitment to community and global service work.

Bucknell is committed to fostering an environment that embraces diversity, equity and inclusion, and we seek candidates who will contribute to a climate that supports the growth and development of a diverse campus community. The University provides equal opportunity without regard to race, color, gender, gender identity, gender expression, sexual orientation, age, religion, national or ethnic origin, marital status, veteran status or disability in admissions, employment and in all of its educational programs and activities. We encourage individuals from historically underrepresented groups to apply.

The Community

Located in central Pennsylvania, Lewisburg features a variety of restaurants, beautiful Victorian homes, the restored art deco Campus Theatre (owned by the University), charming shops and boutiques, and the Barnes and Noble at Bucknell University Bookstore. About 33,000 residents live in the region.

The city of Williamsport is about a 30-minute drive from campus, and Penn State University’s main campus is about an hour away, as is Harrisburg, Pennsylvania’s state capital. Bucknell is about three hours from New York City, Philadelphia, Baltimore and Washington, D.C.

The cost of living here is low compared to that of major U.S. cities and suburbs. Bucknell’s surroundings yield fresh produce, cultural activities and events, and many opportunities for outdoor activity on the Susquehanna River and in the nearby state parks and forests. The Lewisburg Area School District receives excellent reviews for its schools at all grade levels. Lewisburg Area High School is consistently ranked among the top 50 high schools in Pennsylvania for SAT scores and statewide exams.

Advertised: 11 Jan 2019 Eastern Standard Time