Senior PC Support Specialist

Position Title:

Senior PC Support Specialist

Position Type:

Regular

Hiring Range:

$91,800- $114,785 /annual. Compensation will be based on education, experience, skills relevant to the role, and internal equity.

Pay Frequency:

Annual

A. POSITION PURPOSE

The Senior PC Support Specialist provides support for the Learning Commons public and lab computing services, as well as specialized in maintaining and updating lab computers. In this critical role, the Senior PC Support Specialist administers, manages and maintains Apple and Window device management (Jamf); create, manage and maintain master campus lab image ; and create, manage and maintain images for various other kiosks, special lab images. They will also provide enterprise level administrative support for patch management, imaging-related software, and similar programs (desktop support-related systems), and provide back-up support to the Senior Technology Analyst position in Technology Support Services.

The Technology Support Specialist is responsible for providing second level campus wide technical support to faculty, staff, students for the use of university technology resources, assisting them with hardware, software, phone, network access, WiFi, password assistance, printing, mobile devices and peripherals. They have a competent level of expertise of these University supported resources in order to assist the university community. The Senior PC Support Specialist provisions new Windows and existing computers using our Windows MDM solution Microsoft Intune and provisions new Mac and existing computers utilizing our macOS MDM solution Jamf. They regularly asset tag, inventory and deliver and set up new computers and assist with the data transfer of university business data and initial login for the customer.

In this critical role, the Senior PC Support Specialist directly responds to computer and technology support requests from faculty, staff, students. The Senior PC Support Specialist provides on-site desktop support to faculty and staff on campus and support by phone. Provides remote support using GoToAssist, Zoom, and sometimes Facetime to provide desktop support to faculty and staff working remotely.

The Senior PC Support Specialist will have a passion for providing excellent customer service and focus on continual improvement across all areas; a commitment to supporting active, innovative, and collaborative strategies for meeting customer needs with effective technologies; and a continued desire to identify and deliver the best possible technology resources and services to meet the needs of the campus community. This position is 100% on-site.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Administer, Manage and Maintain key enterprise campus services.

• Maintain and administer Santa Clara University's Apple Mobile Device Management server (Jamf), supporting FileVault encryption and LAPS, including creating and updating mac images, creating and updating policies, profiles and prestage environment, and assigning workstations to policies.
• Maintain and administer Santa Clara University's Windows Mobile Device Management (Intune) server, supporting BitLocker encryption and LAPS, including creating and updating windows images, creating and updating policies, and assigning workstations to policies.
• Assist the primary administrator for Santa Clara University's patch management system, including scheduling software deployments and patches to Windows and macOS computers.
• Create, manage and maintain the computer software images for Information Services labs (macOS, including general campus lab and specialized lab systems) and administer the system used to deliver those images.
• Administer and maintain Active Directory Group Policy Objects for campus and lab computers.
• SPSS (Statistical program by IBM) software management, annual license updates, online web documentation, online how-to-videos and customer support.

2. Provide technology support for faculty, staff, and students.

• Network Infrastructure-Wireless

• Connect to eduroam, BroncoFi and SCU-Guest networks

• Clean out profiles to any other campus networks when necessary

• Turn off MAC address randomization (or Private WiFi addressing) when necessary for macOS devices

• Network Infrastructure-Wired

• Obtain building/room/jack information and schedule availability/preference when available

• Connects device to network if a jack activation has been confirmed working from our networking team

• Network Security

• Network Access Control - SafeConnect Dashboard compliance - triage general compliance on systems

• Verifies SafeConnect Compliance

• Requests temporary exception to NAC enforcement from Technology Help Desk if needed

• Reinstall NAC agent on systems

• VPN

• Assist with VPN installation or reinstall of VPN client

• Walks customer through checking their phone for Duo prompt

• Verifies ClearPass and Duo authentication confirmation with Technology Help Desk

• Telephony support for faculty and staff

• Jabber: Assists with installation of Jabber client on mobile and computer devices

• Voicemail support

• Assists customer using self service voicemail PIN reset

• Provides support to access voicemail through web, physical phone, or jabber

• Provides support to assist customer to set voicemail greeting

• Provides support to assist customer to set up call forwarding and/or remove call forwarding

• Provides support to assist customer to set up voicemail to email

• Active Directory (aka "SCU Username").

• Refer customers to obtain their SCU Username using Rapid Identity self service

• Assist with password self-service

• Assist to walk the customer through updating alternate email and mobile in Workday to make the password self-service available for students, faculty and staff

• Two-Factor Authentication (2FA)

• Assist customers to self enroll device in Duo

• Assist customers with self service bypass code generator

• Recommend a Duo hardware token or security key if the user does not wish to use a phone as a second factor

3. Provide excellent Tier Two desktop support for faculty and staff, and general support for students and guests.

• Troubleshoot, diagnose and support client-level personal computing devices, supporting all computers and peripherals owned by the university - includes laptops, desktops, printers, scanners, and copiers, plus a variety of smart devices such as cell phones, tablets, and other handheld items.
• Assist and support university faculty, staff and students access electronic accounts and password management.
• Provide software troubleshooting and basic support for current versions of Windows OS, macOS, current versions of Microsoft Office suite, Google Workspace, web browsers and university standard software.
• Strong support experience and knowledge with multi factor authentication (MFA) such as Duo, Virtual Private Network (VPN) and Network Access Control (NAC) software
• Strong familiarity with campus antivirus/malware software including installation, troubleshooting, and uninstalling when needed for faculty, staff and students.
• Support student and faculty/staff network campus printing solutions including installation, troubleshooting and printing.
• Utilize tools such as GoToAssist and Zoom to enhance remote support and increase first contact resolution.
• Utilize Apple Certified Mac Technician skills to troubleshoot campus macOS issues and share tips and training with Field Support colleagues.
• Create "how to" guides and documentation for support staff as well as step-by-step documentation for customers when appropriate.
• Instruct and demonstrate for staff the proper troubleshooting steps and ticketing processes.
• Plan for ongoing continuous improvement through evaluation of support failures, staff mistakes and user errors.
• Monitor and review daily support ticket logs and coordination with management as necessary for high priority tickets.
• Manage accounts and passwords for the quarterly Language Proficiency Exams in the Learning Commons Labs.
• Extensive automation skills and experience using scripting tools such as Python, Bash, PowerShell and/or JavaScript (Node.js)
• Additional hardware support including warranty and non-warranty issues and submitting to Dell or Apple repair.

4. Computer Hardware Repair

• Strong hardware technical experience. Troubleshoot, diagnose and fix computer hardware issues. Installing, maintaining and repairing components such as CMOS batteries, fans, RAM and hard drives. Performing software updates and upgrades, provisioning computers and strong troubleshooting skills
• Completing and maintaining annual AppleCare Hardware Certifications including Mac Certifications, Apple Safety courses, Apple Customer Service and all prerequisite courses. Completing and maintaining Dell Client Course and Dell Enterprise Course.

5. Manage support administrative responsibilities to enhance customer service.

• Provide excellent customer service, effective response times and provide insights into general support issues.
• Continually, and quickly, learn software and hardware used and supported by SCU.
• Track all customer interactions in call tracking software to ensure detailed and accurate information is in the call ticket for support.
• Monitor and review daily support ticket logs to identify trends and issues that should be escalated to management.
• Plan for ongoing continuous improvement through evaluation of support failures, staff mistakes and user errors.
• Write "how to" documentation to support University standard software and services to document both internal and external instructions to share.
• Fully participate in testing and evaluating of software, hardware, processes as requested and provide timely feedback in the manner requested.
• Staff critical events throughout the year that fall outside of normal work schedule (e.g., Welcome Weekend).

6. Other duties as assigned.

C. RECEIVES WORK DIRECTION FROM

Manager, Technology Support Services

D. GENERAL GUIDELINES

1. Identifies and determines cause of problems; develops and presents recommendations for improvement of quality and services, and established processes and practices.

2. Maintains contact with customers and solicits feedback for improved services.

3. Maximizes productivity through use of appropriate tools; planned training and performance initiatives

4. Researches and develops resources that create timely and efficient work flow.

5. Prepares progress reports; informs supervisor of project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions.

6. Prepares and submits reports as requested and required.

7. Develops and implements guidelines to support the functions of the unit.

E. QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.

This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment and to promote and contribute to an inclusive and respectful workplace.

1. Knowledge, Skills and Abilities

• Excellent customer service and interpersonal skills with the ability to work with the campus community in a tactful, patient, and courteous manner.
• Ability to listen and understand customer needs.
• Ability to plan, implement, and evaluate customer service initiatives.
• Intermediate knowledge and strong troubleshooting background with campus computing and technology issues and trends in higher education.
• Ability to work effectively and communicate with both technical and non-technical personnel as well as a diverse population of students, faculty and staff.
• Ability to provide technical assistance and solve complex computing problems.
• Proven ability to troubleshoot and identify software application problems and implement solutions, and multiple years of experience working in a multi-platform Mac and Windows environment.
• Fast learner with strong problem solving skills.
• Creative, with an enthusiasm for new technology.
• Ability to work with minimal supervision, be self-motivated, and show initiative.
• Ability to exercise independent judgment and engage in critical thinking and problem solving.
• Ability to participate on multiple projects simultaneously and meet project deadlines.
• Ability to work in a collaborative environment, as team members to meet deadlines and achieve goals.
• Ability to work effectively under pressure in a busy (often chaotic) and demanding information services environment, while maintaining patience and sense of humor.
• Excellent organizational, analytical, and facilitation skills.
• Responsible and dependable with good attendance and work habits.
• Appreciation for the University's mission, vision, values, priorities, procedures, and policies.

2. Education

• Bachelor's Degree in applicable field or study (or equivalent combination of education and/or experience).

3. Years of Experience

• Minimum 5 years technical experience troubleshooting and supporting current Windows OS and two Windows versions back, current macOS and two macOS versions back, supporting Active Directory, administering and managing enterprise servers as well as experience focusing on providing excellent customer service to support technology in support of an organization's mission.
• Minimum 3 years extensive Jamf Pro administration including creating and maintaining policies, configuration profiles, software updates, patch management, smart and static computer groups, prestage enrollments, creation of packages with Composer and integration of Jamf using Jamf Connect. Extensive experience with FileVault and LAPS for macOS. Required.
• Minimum 3 years extensive InTune, SCCM or Windows based Endpoint Management Software experience creating and maintaining policies, configuration profiles, software updates, patch management, smart & static computer groups, and MSI package creation. Extensive experience with BitLocker and LAPS for Windows. Required.
• Extensive experience with automation, scripting, encryption and MDM (preferrably Jamf and Intune).
• Highly desirable are individuals who have experience with technology in higher education.

F. PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.

• Considerable time is spent at a desk using a computer.
• Considerable time required to get under desks or in tight work areas to access computer cables and connections.
• Considerable time required to lift, carry, move or transport heavy objects such as computers, printers and boxes of paper. Ability to lift 45lbs.
• Required to travel to other buildings on the campus.
• Required to attend conference and training sessions within Bay Area or in- or out-of-state locations.
• Required to travel to outside customers, vendors or suppliers.

G. WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job.

• Typical office environment.
• Mostly indoor office environment with windows.
• Offices with equipment noise.
• Offices with frequent interruptions.

Telecommute

Santa Clara University is registered to do business in the following states: California, Nevada, Oregon, Washington, Arizona, and Illinois. Employees approved to telecommute are required to perform their work within one of these states.

EEO Statement

Equal Opportunity/Notice of Nondiscrimination

Santa Clara University is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, ethnicity, national origin, citizenship, ancestry, religion, age, sex, sexual orientation, gender, gender expression, gender identity, marital status, parental status, veteran or military status, physical or mental disability, medical conditions, pregnancy or related conditions, reproductive health decision making, or any other characteristic protected by federal, state, or local laws. For a complete copy of Santa Clara University's equal opportunity and nondiscrimination policies, please visit the Office of Equal Opportunity and Title IX website at https://www.scu.edu/title-ix/.

Clery Notice of Availability

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please visit the Campus Safety Services website. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.

Americans with Disabilities Act

Consistent with its obligations under the law, Santa Clara University will provide reasonable accommodations to applicants and employees with disabilities. Applicants who wish to request a reasonable accommodation for any part of the application or hiring process should contact the Department of Human Resources ADA Team at hraccommodations@scu.edu or by phone at (408)554-4392. Please note: This contact information is intended for accommodation requests only. Resumes or inquiries about application status sent to this inbox will not be reviewed or forwarded. For resumes or questions regarding application status, please contact hrservicedesk@scu.edu.