Technology Support Engineer at William & Mary in Williamsburg, Virginia

Job Description:

Position Number:

00013W

Position Title:

Technology Support Engineer

Employment Category:

Full Time Operational

Location:

William & Mary

Department:

3H7000 IT

Unit Mission Statement:

William & Mary Information Technology (W&M IT) provides a reliable, flexible and secure technological environment that enables swift and skilled solutions for rapidly changing needs to advance teaching, learning, research, student success and operational efficiency. By developing and nurturing meaningful relationships and collaborations on campus and beyond, W&M IT engages, inspires and empowers community members to achieve their goals. We develop expertise, promote self-service and encourage experimentation while working to drive relevant and sustainable change.

Position Summary:

Technology Support Engineer's are responsible for providing technical support to university faculty, staff, and students to ultimately enhance the community's learning, teaching, and research needs.


Duties include but are not limited to:

• Deliver, install and troubleshoot a variety of operating systems, hardware, and software packages; determine which technical problems need to be escalated to other teams.


• Upon resolving new technical issues, create clear documentation with explanations of the steps taken for solution for future reference and the team's knowledge base.


• Utilize remote desktop capability to provide "Just In Time Training" to faculty and staff to assist with teaching software efficiencies.

Conditions of Employment:

• This position may require additional hours beyond the typical work week to include evenings and weekends.


• This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act. This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor.


• May require occasional overnight travel as needed.


• Information Security: This position requires administrative access to the university's information systems and/or sensitive university data. The incumbent is expected to be aware of and adhere to the information security policies of the university as well as all applicable federal, state, and local laws, follow information security best practices applicable to their job area, and pursue information security training and awareness opportunities when possible.

Essential Designation:

No

FLSA:

Non-Exempt

Position Restricted?:

No, this is a continuing E&G funded position

Position Months:

Faculty or Staff: 12 month

Required Qualifications:

• High school diploma or equivalent.


• Experience installing, troubleshooting, and maintaining Windows and Apple hardware and software in a networked environment.


• Knowledge of a variety of software packages and technologies (including productivity tools like Microsoft Office Suite products, Google G Suite, Adobe Acrobat, various web browsers, and software used for disk recovery).


• Excellent interpersonal, oral, and written communication skills with demonstrated customer service skills.


• Ability to translate technical information to non-technical audiences and write technical and procedural documentation.

Preferred Qualifications:

• Post-high school education/training such as associate's or bachelor's degree.


• Certifications relevant to the position such as Dell (Laptop, Desktop, and Printer), CompTIA A+, Microsoft certifications, Apple (ACMT), or other similar technical certifications.


• Experience creating and delivering hands-on training in group and one-on-one settings.


• Experience providing IT customer support, working directly with end users.


• Apple Certified Support Specialist (ACSP), Apple Certified Mac Technician (ACMT), Apple Certified Trainer (ACT) JAMF Certified Associate, or similar.


• Experience using JAMF Pro to manage and maintain macOS computers and iOS devices (iPads).

Is the position remote work eligible?:

Not eligible

Remote Work Disclaimer:

Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor's ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.

Advertised Pay Range:

Up to $56,100, commensurate with experience

Advertised Pay Range Statement:

All hiring rates are commensurate with relevant experience up to the advertised amount considering internal alignment.

University Salary Range:

U11

Benefits Summary Statement:

William & Mary offers our employees a full array of benefits including retirement, health insurance with options for expanded dental and vision along with group and optional life insurance with coverage for spouse and children, flexible spending accounts, and an EAP (Employee Assistance Program).


Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: https://www.wm.edu/offices/uhr/benefits/index.php?type=none

Job Open Date:

04/03/2024

Open Until Filled:

Yes

Special Application Instructions:

For priority consideration, apply by the review date; position is open until filled.

Background Check Statement:

William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

EEO Statement:

William & Mary values diversity and invites applications from underrepresented groups who will enrich the research, teaching and service missions of the university. The university is an Equal Opportunity/Affirmative Action employer and encourages applications from women, minorities, protected veterans, and individuals with disabilities.

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