Technology Services & Application Support Specialist

Agence PROvidence; Providence (RI); On-site; USD 52,000 - 72,000; Full time

Job summary

Agence PROvidence is seeking a skilled IT support technician to provide Tier 2/3 assistance for faculty, staff, and classroom technology. The role involves deploying new devices, supporting Windows and macOS, and coordinating with network admins on deployments and IP phone setups.

You will work with endpoint management tools, support encrypted devices, and maintain desk-side and lab environments. A technical trade degree or equivalent is required, with a Bachelor’s preferred.

Qualifications

• A technical trade degree or equivalent is required.
• Bachelor’s degree in a related field preferred.
• At least three years of experience in technology support.
• Experience with PC and Apple hardware repair.
• Experience supporting Windows and macOS operating systems.
• Experience with endpoint management tools such as Microsoft Endpoint Manager or Jamf.
• Experience working with encrypted devices.
• Experience in an Active Directory/Azure environment.

Responsibilities

• Serve as Tier 2 and 3 support for institutionally owned devices including faculty and staff laptops, desktops, printers, tablets, and peripherals.
• Escalate to Helpdesk and manage walk-in tickets as escalation point.
• Deploy new and upgraded computers using deployment software; maintain deployment workflows for Windows and macOS.
• Assist network admins with office deployments and IP phone configurations.
• Provide Tier 2 support for classroom technology and labs; handle high priority tickets.
• Create knowledge base articles and end-user documentation.

Skills

Tech support experience

Hardware repair

Windows & macOS support

Education

Technical trade degree or equivalent

Bachelor’s degree in related field

Tools

Microsoft Endpoint Manager

Jamf

Active Directory/Azure

Job description

Serve as first responder for all technology support issues that are not resolved by the initial contact at the Helpdesk.

1. Provide Tier 2 and 3 support for institutionally owned devices, including faculty and staff laptops, desktops, printers, tablets, streaming devices, and other peripherals, as well as a wide variety of hardware and application issues. Serve as an escalation point for the Helpdesk Support Specialists and well as IT student workers, especially with walk-in tickets. Provide support for both standard and complex hardware and software issues. Assist faculty and staff with installation and support of non-standard applications and work with vendors when needed. Coordinate office moves with faculty and staff. (25%)
2. Responsible for the deployment of new and upgraded computers for faculty and staff as needed, using the College's deployment software. Work with the Endpoint & Enterprise Application Administrators to maintain the deployment workflow on both Windows and macOS and make updates as necessary. (25%)
3. Provide support for network administrators in the field and verify issues prior to escalation. Assist with the network configuration in office spaces as well as deployment of IP phones. Work with system administrators when deploying new technologies and network upgrades as well as troubleshooting server access issues on devices. maintain an understanding and general knowledge of all the database and enterprise applications that our developers and administrators use so that issues can be troubleshooted and escalated as needed. (15%)
4. Perform hardware repairs as needed on desktop and laptop computers, tables, and printers. Maintain appropriate hardware repair certifications. Work directly with vendors for replacements when needed and ordering parts. (15%)
5. Provide Tier 2 support for classroom technology and computer labs on campus. Respond to high priority tickets placed for instructional technology support in classrooms and labs to prevent class disruption. Assess problems related to computer, network, or audio-visual equipment. Assist in the deployment of software packages and hardware to classroom and lab computers. Assist with physical configuration of classroom and lab spaces for new deployments and upgrades. (10%)
6. Create knowledge base articles for end users and documentation for full-time and student technicians for the use and support of college devices and applications. (10%)

MARGINAL DUTIES

1. Perform all other duties as may be required.

• Technical trade degree or equivalent from an accredited institution required. Bachelor’s Degree in a related field preferred.
• Minimum of three years’ experience in a technology support position
• Experience with PC and Apple hardware repair
• Experience supporting Windows and macOS operating systems
• Experience with endpoint management tools, such as Microsoft Endpoint Manager or Jamf
• Experience working with encrypted devices
• Experience in an Active Directory/Azure environment

PHYSICAL DEMANDS

• Sitting in a normal seated position for extended periods of time
• Reaching by extending hand(s) or arm(s) in any direction
• Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal range
• Ability to move about

DISCLAIMER

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required.