Technology Support Engineer
Reporting to the central IT organization and physically located in the Mason School of Business, the Technology Support Engineer supports college faculty, staff and students in their use of computers, printers, applications, audio visual systems, and telecommunications.
The position provides technical training and technology integration strategies with the goal of improving the efficiency with which faculty and staff utilize technology within their department’s business process.
The primary focus of the Technology Support Engineer is to provide exceptional customer service.
The core responsibilities are:
• Provide walk-in, phone, and email customer service support for faculty, staff and students.
• Install, troubleshoot and use a variety of operating systems and software packages. (Operating systems include the latest releases from Microsoft and Apple).
• Coordinate effectively with vendors for problem resolutions and applying vendor maintenance patches and new releases.
Responsibilities may include project participation or management, primary departmental support and/or primary support of software packages.
Bachelor’s degree or the equivalent combination of education, training and experience.
• Familiarity with a variety of software packages and technologies ( including productivity tools like Microsoft Office and Adobe Acrobat, networked applications such as Outlook, Internet Explorer, Firefox, disk recovery and anti-virus software).
• Strong analytical and problem solving skills, with the ability to identify, troubleshoot and resolve problems efficiently with a variety of hardware including computers and networked printers.
• Ability to install, troubleshoot and use a the latest operating systems from Microsoft and Apple and software packages to include; Office Productivity Software, Email & Calendar clients, and Web-based applications.
• Effective interpersonal, oral and written communication skills with a strong customer service orientation and the ability to work collaboratively with internal and external customers. Ability to translate technical information to non-technical audiences and write technical and procedural documentation.
• Strong organizations skills with the ability to manage multiple priorities with competing deadlines.
Previous hands on experience installing, troubleshooting, and maintaining Windows and Apple hardware and software in a networked environment.
Bachelor’s degree in Information Technology or related field.
Dell Certifications (Laptop, Desktop, and Printer), CompTIA A+ , Microsoft Apple (ACMT) and other technical certifications a plus.
• Experience creating and delivery hands on training in a group and one-on-one setting.
• Prior experience in an IT service role working directly with users.
• Prior experience with audio/visual classroom technologies.
The College of William & Mary values diversity and invites applications from underrepresented groups who will enrich the research, teaching and service missions of the university. The College is an Equal Opportunity/Affirmative Action employer and encourages applications from women, minorities, protected veterans, and individuals with disabilities.