Sr. PC Support Specialist

Position Title:

Sr. PC Support Specialist

Position Type:

Regular

Hiring Range:

$83,500- $98,200/annually commensurate with experience

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 Senior PC Support Specialist is also responsible for providing second level campus wide technical support to faculty, staff, students and guests for the use of university technology resources, assisting them with hardware, software, phone, network access, WiFi, password management, mobile devices and peripherals. They respond to computer and technology support requests from faculty, staff, students, and guests via walk-up, phone, email, and online requests. They provide on-site desktop support to faculty and staff on campus and remote support by phone and using Zoom or GoToAssist.

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 any 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.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

Administer, Manage and Maintain key enterprise campus services.

Maintain and administer Santa Clara University’s Apple device management server (Jamf), including creating and updating mac images, creating and updating policies, and assigning workstations to policies.

Maintain and administer Santa Clara University’s Windows device management server, 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.

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.

Backup support for the Technology Help Desk as necessary.

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).

Demonstrate and assist student staff in troubleshooting and ticketing processes.

Monitor work of student staff on an ongoing basis to ensure customers are getting excellent service.

Participate in annual fall training for student staff.

Train and supervise student staff in the above tasks as appropriate.

Other duties as assigned.

C. RECEIVES WORK DIRECTION FROM

Manager, Technology Support Services

D. GENERAL GUIDELINES

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

Maintains contact with customers and solicits feedback for improved service.

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

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

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

Prepares and submits reports as requested and required.

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.

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.

Knowledge and familiarity with campus computing and technology issues and trends in higher education is preferred.

Ability to work effectively and communicate with both technical and non-technical personnel as well as a diverse customer population..

Ability to provide technical assistance and solve complex computing problems.

Proven ability to troubleshoot and identify software application problems and implement solutions, and experience working in a multi-platform Mac and Windows environment.

Fast learner with good 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 initiate, manage, and complete multiple projects simultaneously and meet project deadlines.

Ability to work in a collaborative environment, as both a member or leader of a team, 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 writing, editing, organizational, analytical, and facilitation skills.

Ability to maintain confidentiality and manage confidential information.

Responsible and dependable with good attendance and work habits.

Appreciation for the University’s mission, vision, values, priorities, procedures, and policies.

Experience

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

Minimum 5 years technical experience troubleshooting and supporting current Windows OS, current macOS, 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. 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. Preferred.

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, Santa Clara University 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 and/or counter using a computer terminal.

Sometimes required to get under desks or in tight work areas to access computer cables and connections.

Sometimes required to lift, carry or move 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 an indoor office environment with windows.

Offices with equipment noise.

Offices with frequent interruptions.

COVID-19 Statement

The health and safety of the university community is a top priority. All Santa Clara University students, and employees are required to be vaccinated against COVID-19 or request a medical or religious exemption. Please visit our COVID-19 webpage for additional information.

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/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and California State laws, regulations, and executive orders regarding non-discrimination and affirmative action. Applications from members of historically underrepresented groups are especially encouraged. For a complete copy of Santa Clara University’s equal opportunity and nondiscrimination policies, see

Title IX of the Education Amendments of 1972

Santa Clara University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender, and prohibits retaliation against any person opposing discrimination or participating in any discrimination investigation or complaint process internally or externally. Information about Title IX can be found at Information about Section 504 and the ADA Coordinator can be found at, . Inquiries can also be made to the Assistant Secretary of Education within the Office for Civil Rights (OCR).

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 go to the Campus Safety Services website . To request a paper copy please call Campus Safety at . The report includes the type of crime, venue, and number of occurrences.

Americans with Disabilities Act

Santa Clara University affirms its commitment to employ qualified individuals with disabilities within the workplace and to comply with the Americans with Disability Act. All applicants desiring an accommodation should contact the Department of Human Resources, and and request to speak to Indu Ahluwalia by phone at or by email at .

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