Technology Support Specialist II (Technology Support Specialist II), Information technology Services

 

Job Summary:
Under general supervision, the Technology Support Specialist II provides technical support and consultation to faculty, staff, and students. The incumbent independently diagnoses and resolves hardware, software, and connectivity issues of moderate scope and complexity; supports desktop and endpoint management; and provides consultative guidance on technology procurement, deployment, and configuration to ensure secure, reliable, and standards-compliant computing environments.

Responsibilities:

Advanced Technical Support & Endpoint Management

• Provide advanced technical support for desktop computers, laptops, mobile devices, printers, and peripheral equipment in assigned campus areas.
•  Install, configure, deploy, maintain, and troubleshoot operating systems and enterprise applications in alignment with campus standards.
• Diagnose and resolve complex hardware, software, security, and basic network connectivity issues.
• Ensure endpoint compliance with university security policies, patching standards, and asset management practices.
• Coordinate equipment lifecycle replacement, imaging, deployment, and secure disposal processes.
• Document incidents, resolutions, configurations, and technical procedures.

Consultative Services, Training & Specialized Support

•  Serve as a consultative resource to departments regarding technology needs, procurement recommendations, and configuration standards.
• Evaluate and recommend hardware/software solutions to support instructional and administrative functions.
• Develop standardized and specialized configurations to support user needs.
• Provide end-user training and technical guidance to faculty, staff, and student employees.
• Serve as functional support specialist for campus telephony systems (phones and Jabber), including configuration and troubleshooting.
• Collaborate independently with vendors to coordinate support, repairs, and solution implementation.
•  Coordinate with campus partners (e.g., Student Financial Services and SCO) to facilitate secure transfer of financial or system-related documentation.

 Project Support & Operational Coordination

• Lead or participate in small technology support projects, including but not limited to, equipment refresh initiatives, office relocations, and technology upgrades.
• Provide lead work direction and training to student employees, as well as technical and administrative staff.
• Assist with development of documentation, knowledge base materials, and process improvements.
• Other classification-related duties as assigned

Minimum Qualifications:

• Equivalent to a bachelor's degree in a related field and two years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year-for-year basis. An advanced degree in a related field may be substituted for the required experience on a year-for-year basis.

Required Qualifications:

• Strong knowledge and expertise in hardware and software troubleshooting.
• Knowledge of network connectivity, server administration, and system troubleshooting.
• Knowledge and ability to apply consultative skills to assess user needs and provide appropriate technology support.
• Strong organizational skills to plan, organize, and manage technology support delivery and complete related small projects.
• Strong communication and interpersonal skills with the ability to present technical information to technically diverse audiences in a clear and concise manner and produce technology education materials.
• Strong analytical skills to evaluate technology and configure and deploy systems updates.
• Skill in providing direction and training to others.
• Proficiency in using applicable software or technology systems.
• Knowledge of university policies, data needs, and data privacy regulations.

Preferred Qualifications:

• Knowledge of ITIL processes
• Previous management and administrative experience of an Enterprise Service Management Tool (ServiceNow)
• Proficiency in end point hardware and software technologies such as Intune, SCCM and Jamf
• Ability to pay attention to details and to meet deadlines and milestones
• Patience and well-developed interpersonal relations skills
• Previous professional experience working in a higher education environment is highly desired.
•  Bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, o