Technology Support Engineer
| Job Title | Technology Support Engineer, Senior |
| (Hiring for this position is contingent on the availability of funding) | |
| Position Number | 993207 |
| Center | Office of Innovation & Information Technology |
| Location | Main Campus, Fort Lauderdale, FL 33314 |
| Job Open Date | 09-26-2019 |
| Job Close Date | Open Until Filled |
| Job Category | Non-Exempt |
| Hiring Range: | Commensurate with Experience |
| Pay Basis | Hourly |
| Subject to Grant Funding?: | No |
| Job Grade/level: | 84 |
| Type of Shift | Non-Faculty Full time |
| Benefits Eligible | Reg FT w/Benefits |
| Primary Purpose: | Provides accurate and timely, technical support services to students, faculty and staff via telephone, chat, email, remotely and at desk side. Independently manage routine support functions with no direct supervision from management. May lead teams in the absence of management. |
| Essential Job Functions: | 1. Installs and maintains software systems for faculty and staff to ensure technology resources are properly functioning.
2. Repairs and troubleshoots computer equipment at the site to ensure problems are resolved timely. 3. Keeps inventory of technology equipment and issues reports as needed to ensure inventory accuracy. 4. Prepares and maintains technical documentation to ensure timely resolution. 5. Conducts and evaluates high level labor intense troubleshooting and repairs to ensure technology resources are functioning properly. 6. Works independently and provides advanced support for the installation, configuration, maintenance and support of hardware and software. 7. Coordinates appropriate support at university facilities. 8. Determines need for installation and upgrades of existing hardware and software. 9. Disseminates work orders and assign appropriate staff. 10. Implements preventative maintenance procedures for technologies and assign appropriate staff to carry out the procedures in a timely manner. 11. Facilitates the repair of university technology with University vendors. 12. Develops and deliver internal training for technical staff. 13. Recommends the need for upgrade of existing hardware and software. 14. Uses approved university software to log and track user requests and incident reports in a timely manner. 15. Oversees the security of university IT assets. 16. Approves knowledge base articles. 17. Performs other duties as assigned. |
| Marginal Job Functions: | 1. Assumes responsibilities for performing IT maintenance work in a clinical environment.
2. Lead special projects. 3. Provides telephone technical support to the user community. 4. Assists in moving PCs and other technology equipment within University facilities to other locations on and off campus. 5. Available to travel as required. 6. Available to work evenings and weekends as needed. 7. Actively contribute to and support all disaster recovery planning/delivery efforts. 8. Assigns work orders as necessary to meet the service goals of OIIT. 9. Available on call 24 hours a day, 7 days a week. |
| Required Knowledge, Skills and Abilities: | 1. Ability to resolve complex technical problems.
2. Advanced knowledge of hardware and software. 3. Ability to adapt to new technologies quickly and resourcefully in order to provide technical support. 4. Advanced knowledge in the use and function of operating systems including but not limited to Windows, Macintosh and Linux. 5. Advanced knowledge in the use and function of mobile devices including but not limited to Windows, iOS and Android. 6. Advanced knowledge of software including but not limited to Microsoft Office suite, web browsers, and university software systems. 7. Excellent oral and written skills. 8. Ability to lift objects weighing up to 50 pounds and to climb ladders if required. 9. Possess the required advanced skills and knowledge to effectively lead technical support functions not limited to the installation, configuration, maintenance and support of hardware and software at facilities on or off campus. 10. Knowledge of videoconferencing and digital media technologies. |
| Job Description | |
| Job Requirements | |
| Required Certifications/Licensures: | |
| Required Education | High School Diploma or Equivalent |
| Major (if required): | |
| Required Experience: | 1. High School Diploma and five (5) years of experience providing support to the executive level.
--OR-- Associate's Degree and four (4) years of technology support experience with a variety of systems and technologies. --OR-- Bachelor's Degree and three (3) years of technology support experience with a variety of systems and technologies. 2. Minimum three (3) years' experience in a customer service environment. 3. Experience with supporting online and web applications environments and applications. |
| Preferred Qualifications: | 1. Master's degree in information technology or related field.
2. Microsoft Certified IT Professional (MCITP): Enterprise Administrator. 3. Previous experience working in an educational institution. |
| Is this a safety sensitive position (are applicants potentially subject to drug testing)? | No |
| Does this position require a criminal background screening? | Yes |
| Pre-Employment Conditions | |
| Sensitivity Disclaimer | |
| Quick Link: | www.nsujobs.com/applicants/Central?quickFind=84766 |