Technology Support Engineer and Desktop Administrator
Technology Support Engineer and Desktop AdministratorFull Time/Part Time:
Dean of the FacultyDepartment:
Information Technology Services - Services and Shared InfrastructureDepartment Statement:
Colgate University is seeking a creative, organized, motivated person for a Technology Support Engineer and Desktop Administrator position. This position provides the opportunity to support the Colgate mission by developing and maintaining solutions for Colgate’s ITS Engagement and Support team.
ITS endeavors to foster an inclusive environment that values diversity, professional development, creativity, and innovation to support the growth of individuals and the organization. Under the leadership of the CIO, ITS is embarking on a strategic planning process to align services and resources with several exciting new initiatives identified in Colgate’s Third Century Plan. More information can be found https://www.colgate.edu/about/third-century-plan
The Engagement and Support team is the primary point of contact for our community and we strive to enhance the productivity of our user communities by empowering them through making information and tools accessible to them. In this role you will work closely with the Installations team and IT Support Specialists to support our students, staff, and faculty and work with the rest of the IT teams as escalations and projects require.
We’d love to hear from you – even if you do not meet 100% of the preferred/desired qualifications.Accountabilities:
Under general direction and in collaboration with key constituents the Technology Support Engineer and Desktop Administrator Position supports the Colgate mission by developing and maintaining solutions, tools and computers in the various platforms that they exist in. These areas include virtual and physical computing, mobile device asset and configuration management, and the integrations of both cloud and security strategies. The position oversees the full asset life cycle from contract negotiations and procurement to decommissioning and salvage procedures that align with the sustainability components of the Third century plan. More information can be found https://www.colgate.edu/about/third-century-plan.
This position is also accountable for creating and maintaining configurations, software packages, and the tools needed to ensure our computer systems are up to date and that staff are up to date, secured, and running optimally. Along with the normal job functions we support and encourage developing new partnerships across campus. These both help support the community and provide opportunities for further strategic alignments.
Additional accountabilities include:
- Efficiently and effectively manage University IT deployment methods.
- Ensure excellent customer service across all technology support constituents.
- Accurate input to other areas of IT regarding downstream support issues.
- Responsible for University desktop and mobile hardware programs, ensuring up to date functionality and features within defined budget constraints.
- Configure, test and implement images and software packages for all Colgate owned computers, devices, and virtual computing platforms.
– Keep Colgate computer assets patched for vulnerabilities.
- Assist in maintaining and managing inventory of Colgate-owned assets and coordinating a yearly schedule for creation and deployment of configurations to these assets.
- Responsible for testing hardware and software.
- Maintain general awareness of advances and current trends in technology. Research issues and resolutions to technical problems. Acquire and maintain technical knowledge through reading, self-paced training, computer-based training or video-based training, courses, seminars, and other methods as necessary.
Demonstrated knowledge of key support implications of platforms and images deployed across campus. Demonstrated ability to assess features and understand rollout and support implications of potential enterprise platforms and images. Demonstrated ability to optimally align support team to University’s needs regarding desktop, mobile and AV platforms.Name:
Demonstrated ability to understand the University’s AV needs and to fully understand the technical support implications of those needs. Demonstrated ability to ensure the team can effectively support all AV platforms, including those in use at the most high profile events.Name:
Demonstrated ability to identify trends related to support issue resolution across the University. Demonstrated ability to diagnose root causes for support issues with material impact across the University. Demonstrated ability to most effectively solve these issues, including how and when to engage outside expertise.Name:
Demonstrated ability to create and implement effective support protocols, standards and policies at an enterprise level. Demonstrated ability to balance the cost of support with required service levels. Demonstrated expertise in training staff to execute against the support standards and uphold support goals and objectives. Is skilled in resolving support issues at the highest levels of the organization and in defusing situations where customers perceive their support needs to have been unmet by the IT department.Name:
Demonstrated ability to appropriately prioritize projects, assign resources and ensure success across the department’s project portfolio.Name:
Personal Accountability for ResultsDescription:
Takes responsibility for decisions, performance, and outcomes; behaves in a responsible manner with a positive attitude; shows self-awareness and openness to feedback.Name:
Demonstrates effective written and oral communication skills; shares information and seeks input from others; adapts communication to diverse audiences; protects private and confidential information.Name:
Problem Solving and Decision MakingDescription:
Analyzes and prioritizes situations to identify and solve problems; generates solutions to improve efficiency and quality; involves others in solving problems and making decisions; factors organizational goals into decisions; makes clear, transparent, and timely decisions.Name:
Responds positively to changing university initiatives and readily adapts behavior to maintain effective performance; understands the long-term direction of the university and can relate this to departmental area; adapts to new methodologies; identifies and acts on areas where change is appropriate.Name:
Leadership and TeamworkDescription:
Applies skills and knowledge to provide a climate to achieve departmental and organizational success; balances individual and department goals; helps others perform at their best; builds productive relationships to enhance individual and organizational effectiveness; treats others with respect; resolves conflicts among team members.Name:
Creativity and InnovationDescription:
Generates, explores, encourages, and implements innovative ways of creating strategic value for the university, division, department, and individual level; critically assesses the effectiveness of new initiatives.Name:
Diversity and InclusionDescription:
Demonstrates respect for people and their differences; understands the benefits of a diverse workforce; earns the trust and respect of others; includes and welcomes others; works to understand the perspective of others; promotes opportunities to experience diversity within our community.Name:
Understands the impact of decision making and personal behavior in achieving the university’s commitment to a sustainable and carbon-neutral campus; supports and advances the university’s sustainability initiatives; influences others to use sustainable practices.Professional Experience/ Qualifications:
●Basic proficiency in one or more of the following: Windows deployment tools, Apple deployment tools, virtual deployments, and Mac and Windows scripting
●Understanding of software packaging and distribution methods
●Understanding of, sensitivity to, and respect for the academic, cultural and social diversity in the Colgate University community
●Demonstrated ability to work inclusively with a diverse team and serve a diverse population
●Three to five years or more of professional experience, with an earned Bachelor’s Degree in Information Technology or a related degree, or an equivalent additional professional experience in essential duties and responsibilities
●Familiarity with management tools such as SCCM, Jamf, etc.
●Familiarity with VMWARE or Similar virtual desktop solutions both on premise and cloud hosted
●Experience providing support in a higher education environment
●An earned Bachelor’s Degree in Information Technology or a related degree, or equivalent professional experience in essential duties and responsibilities
●A related degree, or equivalent additional professional experience in the activities listed in the Accountabilities section will also be considered
Weekdays, with occasional weekends.Job Open Date:
06/01/2021Open Until Filled:
YesSpecial Instructions Summary:
Colgate is committed to attracting and retaining a diverse faculty, staff, and student population.
We strive to be an inclusive community — one that embraces and values diversity (in the broadest sense possible) in an environment of mutual respect, communication, and engagement. A variety of cultures and perspectives enriches the quality of campus life, and the opportunity to share different views and experiences is at the core of Colgate’s educational enterprise.
These differences can include but are not limited to: race; ethnicity; gender and gender expression; sexual orientation; socioeconomic status; geographic background; national origin; culture; age; mental, cognitive, and physical abilities; religious beliefs; and political beliefs.
As a result, we ask all candidates seeking consideration for the Technology Support Engineer and Desktop Administrator position to submit a diversity statement with their application materials.
You can upload the statement under the Diversity Statement document heading.
A diversity statement may be any length (e.g. a short paragraph, a page) explaining your experiences, contributions, and/or commitments related to diversity, equity, and inclusion. Examples of topics you may discuss include (but are not limited to): 1) how your experiences or competencies might serve to advance the university’s commitment to creating a diverse and inclusive campus, 2) your experiences working with diverse populations, or 3) how you will contribute to the university’s strategic initiatives in this area (see Colgate’s Diversity, Equity, and Inclusion Plan).EEO Statement:
It is the policy of Colgate University not to discriminate against any employee or applicant for employment on the basis of their race, color, creed, religion, age, sex, pregnancy, national origin, marital status, disability, protected Veteran Status, sexual orientation and gender identity and expression, genetic information, victims of domestic violence and stalking, familial status, and all other categories covered by law. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training at all levels of employment. Colgate University will not discharge or discriminate against employees or applicants who inquire about, discuss, or disclose their own compensation or the compensation of another employee or applicant. Colgate University is an Equal Opportunity Employer. Minorities/Females/Persons with Disabilities/Protected Veterans are encouraged to apply.Clery Act:
CAMPUS CRIME REPORTING AND STATISTICS
The Campus Safety Department will provide upon request a copy of Colgate’s Annual Security and Fire Safety Report. This report includes statistics as reported to the United States Department of Education for the previous three years concerning reported: 1. crimes that occurred on-campus; in certain off-campus buildings or property owned or controlled by Colgate University; and on public property within, or immediately adjacent to and accessible from, the campus and 2. fires that occurred in student housing facilities. The report also includes institutional policies concerning campus security and fire safety, such as policies concerning sexual assault, life safety systems, and other related matters. To obtain a copy, contact the Campus Safety Compliance Manager via e-mail at [email protected]. You may also access the report from the Campus Safety web page at: www.colgate.edu/offices/support/campussafety.