Technology Support Engineer

Lubbock Christian University; Idalou (TX); On-site; USD 24,796 - 35,817; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

403-B retirement plan

Job summary

Lubbock Christian University is seeking a Technology Support Engineer to deliver prompt technical assistance to students, faculty, and staff for operational and instructional technologies. The role reports to the Director of IT Operations and works on campus.

Responsibilities include triage of requests, incident monitoring, and collaboration with OTSA/ADIT to train helpdesk staff. A bachelor’s degree or two years’ experience is required, with some evening hours as needed.

Qualifications

• Bachelor’s degree or 2 years’ experience in technology services or related field.
• Strong interpersonal and communication skills in a diverse community.
• Customer service oriented with good verbal and written etiquette.

Responsibilities

• Provide first responder and communication for unplanned service interruptions and requests.
• Log, categorize and prioritize support items and track incidents.
• Support undergraduate and graduate sessions, including some evening hours.
• Collaborate with OTSA and ADIT to develop training for helpdesk staff and campus users.
• Assist with special projects under technology leadership and participate in professional growth activities.

Skills

Interpersonal communication

Customer service

Teamwork

Problem solving

Technical troubleshooting

Education

Bachelor’s degree or 2 years experience

Tools

Microsoft 365

Email & web tools

Job description

Functional Title: Technology Support Engineer
Classification: Hourly – non-exempt
Division: Technological Advancement
Department: Technology
Reports to: Director of IT Operations

Primary Function:

The Technology Support Engineer provides prompt response and technical support to LCU students, faculty, and staff for Operational and Instructional technologies.

Major Duties:

• Serves as a first responder and communicator for:
  • Unplanned service interruptions
  • Support requests including, but not limited to
    • Classroom AV and Software
    • End User Computing
    • Network and Communication Services
    • Infrastructure assessment and requisition
    • Submission of phish, spam, and quarantine reports for analysis and communication
• Logging, categorization and prioritization of requests and support items
• Reporting and assessment of key metrics for operational and instructional helpdesk interactions
• Support for Undergraduate, Graduate, and other instructional sessions with some evening hours as needed and defined by the technology leadership team
• Request communication and closure after verification of solution with requestor
• Incident monitoring and interaction with other processes
• Collaborates with the OTSA and ADIT to create, review, and facilitate training for helpdesk student workers and campus constituents
• Assists with special projects as needed under the direction of technology leadership
• Participates in Professional Growth Activities
• Performs other incidental and related duties as required and assigned

Job Qualifications

Knowledge, Skills, and Abilities Required:

• Strong interpersonal and communication skills and the ability to work effectively with a wide range of people in a diverse community
• Skilled in the use of a computer as a productivity tool
• Possess working knowledge of email, Internet web browsing, and the Microsoft Productivity Suite
• Must be customer service oriented
• Must be courteous and polite
• Good verbal, telephone, and written etiquette
• Working knowledge and understanding of a broad range of desktop-based hardware and software and basic networking concepts
• Able to follow instructions and work without supervision
• Must be reliable and possess good organizational skills
• Ability to effectively work in a team environment
• Effective and efficient troubleshooting and problem-solving skills
• Ability to enter and access information from a computer
• Ability to deal with problematic issues with institutional mission at heart
• Ability to locate malfunctions in hardware and software or help communicate to others on support team
• Commitment to living a faith-filled life consistent with Biblical values that serve as the foundation of LCU

Education and Experience:

Minimum of bachelor’s degree or two (2) years’ experience and/or training; or equivalent combination of education and experience that is directly related to the specified duties and responsibilities gained through increasingly responsible positions within technology services

Physical Requirements:

While performing the essential duties of this job, the employee will be required to do the following:

• Be ambulatory around campus and in buildings
• Required to regularly sit and stand
• Frequently use wrist, hands and/or fingers to make small repetitive movements such as typing, distributing mail, and picking up small objects
• Ability to talk frequently to convey detailed and/or important instructions or ideas accurately, loudly, or quickly
• Be able to hear average or normal conversations and receive verbal information
• Required to lift packages and/or other objects up to 50 pounds

Salary and Benefits:

Salary commensurate with qualifications and experience. Benefits available include medical, dental, and vision insurance, 403-B retirement plan with a matching option, and tuition benefits for employees and dependents.

The University:

Founded in 1957 and located in Lubbock, Texas, LCU is affiliated with the Churches of Christ. LCU is accredited by the Southern Association of Schools and Colleges Commission on Colleges and is a member of the Council of Christian Colleges and Universities. Currently, 86 full-time faculty members serve approximately 1660 undergraduate and graduate students on the LCU campus located in west Lubbock. Lubbock is a vibrant city with a population of about 250,000. Lubbock is the educational, medical, retail and entertainment center of the southern high plains of Texas.

Notes:

All LCU Employees are required to complete Title IX & Information Security (FERPA) training and Data Security Training at the time of new hire and annually thereafter.

All LCU Technology employees are subject to CJIS (Criminal Justice Information Services) training and monitoring. Fingerprinting and criminal background checks are included in this process.

Disclaimer:

This job description is not intended to be all-inclusive; an employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and/or other management as required. LCU reserves the right to revise or change job duties, required skills or qualifications as the need arises. This job description does not constitute a written or implied contract of employment.