<p>Job Description:</p> <p>Under the direction of the the Technical Services Manager, the Technical Support Specialist, Information Technology performs a variety of technical duties.</p> <p>Hardware and Software Support</p> <p>Troubleshoot, service, maintain, and repair computers, printers, peripherals, and other electronic equipment for faculty and staff.</p> <p>Diagnose system failures and isolate faulty parts.</p> <p>Repair or replace parts as needed.</p> <p>Work with various computer hardware and software vendors during repairs.</p> <p>Use the image deployment server to deploy windows images to all PC computer hardware.</p> <p>Using the Department's ITSM tool, effectively and efficiently respond to, update, and manage incidents and service request calls.</p> <p>Annual Refresh Project</p> <p>Perform annual computer refresh upgrades for faculty, staff, physical and lab environments, and classroom computer hardware.</p> <p>Responsible for scheduling upgrade deployments with faculty and staff.</p> <p>Collaborate with desktop support team on computer installations to academic labs.</p> <p>Endpoint Management and Security Support</p> <p>Maintain accurate computer inventory hardware and software records, using JamfPro for Apple environment, and Kaseya for Windows environment.</p> <p>Prioritize and respond to antivirus incidents as soon as they are reported.</p> <p>Responsible for assigned staff and faculty office computer equipment and computer lab equipment relocation requests.</p> <p>Installation and Maintenance</p> <p>Provide daily upkeep and maintenance of desktop computers, printers, peripherals, and associated software for the University community.</p> <p>Install computer hardware and software and associated hardware.</p> <p>Perform computer imaging.</p> <p>Ensure systems are operational.</p> <p>Interact with users and advise supervisor of user needs as necessary.</p> <p>Respond to user requests.</p> <p>Additional Functions</p> <p>Under the guidance of the Technical Services Manager, continue development of technical skills and certifications for both hardware and software.</p> <p>Participate in regular professional development activities and keep abreast of the constantly evolving skills necessary for academic technology support.</p> <p>Provide on-site technical support and setup for special events and conferences.</p> <p>Provide staff and faculty tech support for specialized computer setups and hardware and software recommendations.</p> <p>Regularly participate in projects and work streams in Desktop Support Services, sometimes taking the lead.</p> <p>Research, and be familiar with, new and emerging technologies, making recommendations to faculty and staff.</p> <p>Provide back up for other members of the Department as needed.</p> <p>Build relationships with the campus community to foster and promote departmental services.</p> <p>Respond quickly to changing service needs or unexpected technical issues solutions on-site or with remote access tools to customers with as little productivity disruption as possible.</p> <p>Work on other projects within the IT department, as requested.</p> <p>Recognize potential customer conflicts, quickly de-escalate, and notify management.</p> <p>Requirements:</p> <p>Associate's Degree in Information Systems.</p> <p>Two years experience providing end-user technical support.</p> <p>Experience supporting enterprise-level end-user services such as file, print, network, and authentication/identity systems.</p> <p>Experience supporting, macOS, Windows, and mobile device platforms (iOS/Android), including core software/services used at RWU (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, and others).</p> <p>Demonstrated ability troubleshooting related technology peripherals and endpoint devices such as printers, mobile hardware, and other devices.</p> <p>Ability to create effective technical user documentation.</p> <p>Excellent customer service skills, including effective written and verbal communication, technical follow-through, personal organization, and prioritization.</p> <p>Demonstrated ability to work as part of a group, and as a member of a project team, to promote a positive, collaborative, and inclusive work that supports organizational priorities.</p> <p>Resourceful when individually investigating new technical challenges.</p> <p>Ability to work independently to manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment.</p> <p>Proven ability to analyze, troubleshoot, and problem-solve complex technical issues as well as recommend appropriate technology solutions for complex user problems.</p> <p>Preferred Qualifications</p> <p>Bachelor's degree in Information Systems or a related field.</p> <p>Experience in support, both desk side and using remote support tools.</p> <p>A+ and Network + certification.</p> <p>One year of experience installing and supporting PC and Mac desktop and laptop computer hardware and software.</p> <p>Experience working in Higher Education.</p> <p>Additional Information:</p> <p>Roger Williams University is an affirmative action/equal opportunity employer and com-mitted to a diverse workforce. All applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other basis protected by applicable state and federal law. For information on our Non-discrimination policy, visit here.</p> <p>RWU prohibits all forms of discrimination on the basis of sex in its education programs and activities and is required by Title IX of the Education Amendments of 1972 (Title IX) and its implementing regulations not to discriminate in such a manner. Complaints of Title IX sexual harassment should be reported to the Title IX Coordinator at the contact information listed below. Details regarding the formal complaint process can be found here: Title IX Sexual Harassment Policy and Procedures. All complaints of sexual harassment will be taken seriously and responded to promptly. TITLE IX COORDINATOR: Dr. Jen Stanley, 1 Old Ferry Road, Bristol, RI 02809 / Phone Number: (401) 254-3123 /Email Address: jstanley@rwu.edu</p> <p>Application Instructions:</p> <p>Please attach a resume, cover letter, and list of three (3) professional references.</p> <p>URL: Roger Williams University</p> <p>Department:</p> <p>Information Technology</p>