On-Site Systems and Software Support Engineer

Colorado School of Mines; Colorado; On-site; USD 75,000 - 82,000; Full time

Benefits offered by this job

Flexible health and dental care options

Paid holidays and winter break

Tuition benefits for employees and dependents

Access to a state-of-the-art Recreation Center

Job summary

Colorado School of Mines is seeking an On-Site Systems and Software Support Engineer to join the Service Delivery team. This role involves providing technical support for university technologies, including AV systems, network devices, and more.

The ideal candidate will have a bachelor’s degree and at least 4 years of relevant experience, with strong troubleshooting and customer service skills. Flexible working hours and generous benefits are provided.

Qualifications

• 4+ years of experience in an IT service-related role.
• Excellent interpersonal and communication skills.
• Ability to analyze and solve problems in a complex environment.

Responsibilities

• Provide exemplary customer service and high-level technology management.
• Diagnose and resolve issues in networked computing environments.
• Install and support network devices and AV equipment.

Skills

Customer service

Technical support

Problem solving

Network troubleshooting

Technical training

Education

Bachelor’s degree in IT, engineering, or related field

Tools

Google Apps

Microsoft Office 365

Zoom

AV control systems

Job description

Overview

Engineering a world of possibilities. Mines is hiring our next On‑Site Systems and Software Support Engineer. As an integral member of the Service Delivery team within Mines Information Technology (IT), the On‑Site Systems and Software Support Engineer provides technical support and installation for all university technology, including applications, services, software, computers, telephones, classroom and meeting‑space audiovisual systems (A/V), and network devices such as wireless access points.

Responsibilities

• Engage with customers to provide exemplary customer service and high‑level computing and technology management, advising, design, and support services for faculty, researchers, administrators, staff, students, visitors, and fellow IT professionals.
• Evaluate client requests, assess current infrastructure, and devise solutions and options to best meet client needs.
• Diagnose symptoms, behaviors, and errors in complex networked computing environments, determine root causes, and design permanent solutions or temporary workarounds.
• Provide technical support (installation and configuration) for classrooms, computer labs, conference rooms, and event spaces, including troubleshooting A/V equipment and computer integration.
• Identify and report room equipment improvements, replacements, and repairs.
• Provide live technology support (Audio‑Visual, Computer, and System) for campus events during business hours, off‑hours, and weekends.
• Install and support network devices such as wireless access points and telephones.
• Facilitate virtual meetings and collaborations by supporting hardware and software across campus.
• Support live production, event capture, streaming, recording, and presentations on campus, including occasional non‑core business hours.
• Provide support in all computing environments (Windows, macOS, Linux) and for advanced scientific instrumentation (microscopes, spectrometers, seismometers, etc.).
• Set priorities based on client needs, availability, urgency, business impact, and required resources.
• Evaluate, prioritize, and resolve problems and requests, or escalated to appropriate support areas.
• Respond to assigned tickets and assist team members with tickets, acting as front‑facing support liaison for all desk‑side issues.
• Provide support documentation for the Service Desk and other IT teams, and collaborate with subject‑matter experts for problem and issue resolution.
• Act as a liaison between customers and senior technical staff, and work with engineering creators when equipment or software is not functioning correctly.
• Provide training, mentoring, and support of student employees; assist with supplemental Service Delivery support such as answering incoming support requests via telephone, chat, and walk‑in support.
• Keep apprised of all IT projects and environmental changes that may affect customers.
• Maintain and update professional knowledge and skills related to applicable technologies in a fast‑changing environment; proactively identify needs and pursue self‑study, online training, and professional development.
• Curate knowledge through documentation, formal and informal presentations, and job sharing.

Minimum Qualifications

• Bachelor’s degree in information technology, engineering, computer science, business, or related discipline (or demonstrable equivalent knowledge and experience).
• 4+ years of experience in an IT service‑related role managing shifting priorities, demands, and timelines in a high‑pressure environment.
• Excellent customer service and advanced interpersonal, written, and oral communication skills.
• Ability to perform analysis, design, and problem solving in a complex environment.
• High‑level understanding of computer operating systems, programming concepts, data structures, diagnostic techniques, software engineering, networking, and communication methods.
• Working knowledge of Google Apps, Microsoft Office 365, MS Teams, Zoom, and other standard applications.
• Demonstrated desire to support a variety of users with technology.
• Familiarity with web‑conferencing platforms and basic audiovisual technologies (video conferencing, live lecture capture, control systems with touch‑panel interfaces, digital signage, security cameras, and networked A/V).
• Knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing hardware and peripherals.
• Understanding of complex networked environments (including the OSI model) with centralized storage, distributed resources, authentication mechanisms, group policies, and advanced management.
• Skill in instructing users on new or upgraded computer applications and hardware.

Preferred Qualifications

• Experience providing one‑on‑one support in a teaching and learning environment.
• Proficiency in responding to and managing support requests within a dedicated institutional system.
• Technical competence in one or more programming languages for AMX, Crestron, and Extron.
• Certified Technology Specialist (CTS) certificate (desirable).
• Knowledge of EventsAir.
• Basic Linux support, Microsoft Intune support, and JAMF MDM support.

Salary and Benefits

Annual salary range: $75,000 – $82,000 (based on education, training, experience, and position scope).

Benefits include: flexible health and dental care options; 13 paid holidays and a week‑long winter break; fully vested retirement plan with generous employer contribution; tuition benefits (6 credits per year for employees, 50% discount for dependents); free RTD Ecopass; access to discount programs through the State of Colorado; free tickets for Mines Athletics home games; access to a state‑of‑the‑art Recreation Center; and an on‑campus daycare center.

Equal Opportunity

Colorado School of Mines is committed to equal opportunity for all persons. Mines does not discriminate on the basis of age, sex, gender (including gender identity and gender expression), ancestry, creed, marital status, race, ethnicity, religion, national origin, disability, sexual orientation, genetic information, veteran status, or current military service. Mines is prohibited from retaliating against community members who file complaints regarding or implicating any of these protected statuses.

Reasonable Accommodation

Mines will provide reasonable accommodations during the employment selection process and within the workplace for qualified applicants with disabilities or who are disabled veterans. If you are unable or limited in your ability to access job openings or apply via our site because of a disability, please contact our Human Resources team at [e-mail] or 303.273.3250 to request further assistance. Successful completion of a background investigation is required for this position.