Technology Systems Support Specialist

The Emerson College Information Technology division is seeking an enthusiastic and enterprising Technology Systems Support Specialist to join our User Services team.

This is a bargaining unit position. In this position, you will be exclusively represented by the Service Employees International Union, Local 888 for purposes of wages, hours and other terms and conditions of employment.

This position reports to the Assistant Director of User Services, and is responsible for providing Tier 1 and Tier 2 technology support to Emerson students, staff, and faculty using our computer labs, kiosks, and classrooms on our Boston campus.

The Technology Systems Support Specialist is a key member of the Lab Operations team, and one of the primary focuses of this role is to contribute to the public lab and classroom software build development process, primarily for Mac systems. This includes evaluation of current hardware and software, itemizing hardware that needs replacement, researching appropriate replacements, as well as actively participating in building, configuration, and deployment of software to new and existing workstations.

As far as operational duties, the Technology Systems Support Specialist is expected to troubleshoot and resolve issues with software and hardware in computer labs, with classroom audiovisual systems, on laptops and other mobile devices, and with specialty hardware and software in video and film production labs and edit suites. This role helps to administer, maintain and update Lab Operations servers, ensuring maximum uptime of workstation management and security server software, networked printers and print servers, software licensing, and workstation imaging systems. We expect this team member to help us seek new and innovative solutions to keep all systems functioning to the high level expectations and needs of students and faculty using the labs.

Skilled in Macintosh OS X and Microsoft Windows. Knowledge of Active Directory, Group Policy, software image creation and deployment. Hardware and software installation and troubleshooting. Ability to manage and prioritize tasks. Strong organizational skills with an emphasis on preparedness. Excellent technical communication skills.

A bachelor’s degree.

1-2 years of technology support or customer service experience in a higher education setting.

Proven ability to construct working operating system cores and builds, test builds for compatibility issues, and diagnose and remedy those issues.

Working knowledge of Adobe Creative Cloud, Microsoft Office, Google Apps/G Suite, as well as interest in expanding software knowledge.

Experience with JAMF/Casper or other Mac management, imaging, and deployment tools.

Windows and/or Apple certification.

Knowledge of video & film production and associated software.

Familiarity with Mac OS Server, Windows Server 2008, 2012, and 2016.

Ability to lift 20 lbs

Emerson College believes diversity enriches the educational experience by providing students with the opportunity to learn from individuals who may have different backgrounds, experiences, and perspectives. Engagement with diversity in the curriculum, in our co-curricular offerings, and all other aspects of the College enhances the personal and intellectual growth of all members of our campus community. Emerson is committed to strengthening communities, including our workplace, by fostering the development of the intercultural competencies necessary for meaningful citizenship in an increasingly complex, pluralistic society.

Emerson College does not discriminate on the basis of sex/gender in its educational programs or activities. Emerson has designated the Associate Vice President, Title IX, and Clery Coordinator to respond to inquiries regarding the College Sexual Misconduct Policy. The Title IX Coordinator may be reached at 8 Park Plaza, Transportation Bldg, Room 230 Boston, MA 02116; Telephone: 617-824-8999; email: titleix@emerson.edu

In accordance with the federal Clery and Campus SaVE Acts, Emerson College commits to providing all current and prospective students and employees with access to the annual campus security reports for each of our campuses. This report may be accessed from the Emerson College Police Department website.

Develop and test lab software builds, including the installation and optimization of operating systems and software, ensuring compatibility of hardware/software configurations in computer labs; ensure security and reliability for users through testing and implementation of solutions based on research and subsequent test results.

Resolve Tier 1 and Tier 2 support requests received via phone, walk-in, email, and online form. Communicate directly with Emerson students, staff, and faculty to help diagnose, troubleshoot and repair College-owned computer equipment in our classrooms, computer labs, and kiosks. Utilize a variety of tools to prioritize and track assignments, including our service desk software for support requests (Zendesk), and our chat service for internal departmental support (Slack).

Maintain hardware in computer labs, including computers, printers, scanners, and other peripherals.

Assist with training student staff on proper troubleshooting and resolution of Tier 1 issues. Participate in student staff training opportunities including modeling best practices for customer service, phone support, creating documentation and guides for student staff, and being a part of in-person training and orientation meetings each semester.

Maintain proactive contact and coordinate deployment and maintenance with staff in departments supported by Lab Operations in order to ensure maximum uptime.

Research and evaluate new hardware and software solutions to help advance the department and to ensure facilities remain up-to-date; assist with finding appropriate solutions for curricular and administrative needs.