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As a member of the Client Services area of Enterprise Technology & Services, this role combines advanced technical skills with exceptional customer service. Provides in-person and remote technical support and assistance as part of a team serving the Keene State College community utilizing IT Service Management and ITIL principals. This position is full-time onsite in Keene, New Hampshire. Works both independently and collaboratively to provide critical end-user support functions including deployment, monitoring and maintenance of Windows and Mac hardware and software; troubleshooting network and printing issues; computer lifecycle and IT asset management, configuration, and replacement. This includes providing escalation support for colleagues' most complex issues.
Applies advanced knowledge of industry standards, best practices and USNH (University System of New Hampshire) policies to provide a wide range of support for both hardware and software. Provide next-level customer service support for the daily IT support operations on the Keene campus and remote business units located throughout New Hampshire. Responsible for executing policies and procedures for ensuring the smooth operation of computing resources including software and hardware support, collaborate with KSC departments to strategically plan hardware and software transitions, provide hands-on training of various software and systems used throughout USNH.
Assign and supervise work of other team members providing baseline support, this includes mentorship and knowledge sharing with department colleagues. Participates in complex IT projects and/or programs, such as developing project plans and specifications, developing, and maintaining project management information, and developing and maintaining documentation. Acts as main point of contact with clients; must be able to communicate effectively with non-technical users. Proactively maintains up-to-date knowledge of recent technology and makes recommendations for improvement. Establishes regular in person and email communications with supervisor and peers.

Duties/Responsibilities

Client Support and Troubleshooting: (50%)

• Provide IT support and guidance to clients (both on-site and remote) and team members regarding various IT needs, issues, and solutions. Utilize existing tools, such as remote support tools, to assist customers that are off-campus or otherwise unable to meet in person. Resolve complex tickets escalated by other team members or assigned by supervisors. Select, test, install, and maintain software applications and network resources according to the client's needs and specifications. Identify, diagnose, document, and resolve problems in a timely and effective manner, with minimal supervision. Prioritize and execute tasks efficiently in a dynamic environment.

• Provide expertise during crisis situations. (Virus, disaster recovery). Provide back-up support when needed. Work effectively with other members of the Enterprise Client Services Team, as well as with other IT teams and units across campus, to provide quality service and support to the customers. Communicate clearly and professionally with customers and colleagues. Escalate issues to the appropriate IT staff when necessary. Participate in team meetings and contribute to the improvement of the team's processes and procedures. Research solutions for trouble cases, document fixes and workarounds.

• Communicate large-scale fixes with constituents when appropriate. Able to foster strong business relationships and effectively communicate with the user community. Assist and advise clients concerning implementation of technology appropriate for their needs; respond to clients' information technology problems; resolve problems as assigned, analyze complex information technology problems and coordinate assistance to resolve problems when needed; explore and recommend a comprehensive range of solutions for a broad audience. Follow the policies and procedures for ensuring the security of the application software and data. Assist with the identification and resolution of any security issues or breaches as assigned. Stay updated on the USNH IT Security best practices and recommendations.

• Create, modify and assess the documentation and Standard Operating Procedures (SOP) needs for various software and hardware systems and create them for different audiences. Keep the documentation updated and accessible for student workers, colleagues, and the general user base. Produce clear and concise documentation for new processes, new software, new hardware, and other changes as needed. Communicate effectively with diverse audiences, from the highly technical to the novice, as appropriate. Use Enterprise ticketing system to fully document all service requests, incidents, fixes, and workarounds and follow the established workflows. Meet or exceed documented Service Level Agreements (SLA). Identify trends and research historical data necessary to better support clients. Seek opportunities for process improvement and share best practices with the Client Services team. Other duties, as related and assigned.

Resource lifecycle management: (25%)

• Critical to the success of the endpoint replacement cycle, lead and/or participate in strategic and project planning as part of information and resource management and asset lifecycle. Data must be maintained to a high degree of accuracy. New computer setup. Configure Microsoft Autopilot and JAMF to provision new devices, schedule setup and assist client with login, account configuration, and printer configuration. Information management (databases, information warehouses, Asset Management):

• Work with USNH approved Value Added Reseller to configure, quote, and purchase computers, and supplies from USNH approved standards for departmental units. Recommend purchases when machines exceed usable life or suffer catastrophic hardware failure. Update, distribute, and track loaner equipment as needed.

• Asset management. Maintain asset inventory and perform physical inventory on university equipment; conduct cycle-counts on asset inventory as requested. Coordinate end-of-life and SEED-based surplus pickup.

Project Management: (10%)

• Provide a support role in execution of IT-related projects. Advise, contribute, collaborate, document, test, and execute ET&S-related projects as assigned. Participate in strategic and tactical planning, such as teaching lab and classroom technology refresh planning, and end-user life-cycle asset refresh planning. Carry out and follow through on assigned project tasks to meet the overall goals of the projects.

Supervision: (10%)

• Provide guidance and training to student employees who assist with customer support and device management. Monitor the quality and timeliness of their work and provide feedback as needed. Coordinate their schedules and assign tasks according to their availability and skills. Help them develop their technical and professional skills and foster a positive work environment.

Skill development: (5%)

• Keep current with recent technologies such as remote support applications, security, and productivity tools that relate to one's use including, but not limited to, endpoint hardware which are considered supported environments for the Enterprise Client Services Team.

Requirements

Minimum Acceptable Education & Experience:

• Bachelor's degree and four years of experience in Information Technology field; Associate's and six years, or combination of education and experience equal to eight years.

• Strong customer-focused support skills.

• Organizational skills and effective oral and written communication skills.

Required Licenses & Certifications:

• Valid driver's license.

Knowledge, Skills & Abilities:

• Demonstrated customer service experience, team collaboration and communication skills.

• Ability to work under general direction and to exercise judgment in determining appropriate action and solutions.

• Expertise and documented experience in multiple information technology areas (networks, configuration management, security, operating systems, software) and experience with both Microsoft Windows and Apple macOS computer platforms, mobile devices/smartphones, and networking.

• Endpoint management experience (Microsoft Intune and Autopilot, JAMF, or comparable systems)

• Ability to analyze data for trends to aid in continuous improvement recommendations.

• Use of ITSM tools Project management, strategic planning, and asset management experience.

Preferred Qualifications:

• Supervisory experience working with student workers/interns.

• Proven knowledge of and/or experience with USNH-acceptable computing practices and security policies and procedures is also highly desirable.

• Mentorship/Training Experience Experience in higher education

Applicant Instructions:

Applicants should be prepared to upload the following documents when applying online within the My Experience: Resume/CV section of the application: (Maximum of 5 Documents)

• Resume/CV

• Cover Letter

• Contact Information for 3 Professional References

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.

This position falls within the collective bargaining unit for the Keene State College Staff Association (KSCSA), an affiliate of the National Education Association of New Hampshire (NEA-NH).

Keene State College is located in the scenic Monadnock region of Southwest New Hampshire and is an affiliate of the University System of New Hampshire. Located approximately 2 hours from Boston or Hartford CT, and 4 hours from New York City, the region contains many opportunities to enjoy outdoor recreation, cultural events, and a strong sense of community. To learn more about Keene State College, the University System of New Hampshire, and the Keene community, please
visit: https://www.keene.edu, https://www.usnh.edu/ or https://www.ci.keene.nh.us.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Compensation Pay Range:

The pay range for this position is listed above. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. More information on benefits can be found here: USNH Employee Benefits | Human Resources

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