Job Description

Job Summary:

The End User Technology Specialist is responsible for configuring and installing computers, laptops, printers, audio-visual and other network connected equipment, and ensure the proper operation of end user technologies on the Methodist University campus. The role involves research, testing, installation, and troubleshooting of Windows, macOS, iOS, Android devices, as well as across multiple other platforms and technologies.

Key Responsibilities

• Provides technical support including installing, maintaining, troubleshooting, and upgrading desktops, laptops, printers, phones, peripherals, mobile devices and projection computer hardware and software, for supported offices.
• Maintains an accurate inventory of all end user technology deployed at Methodist University.
• Responsible for the imaging, deployment, and decommissioning of end user technology devices and equipment as needed.
• Assists with end user technology procurement for all Methodist University departments.
• Performs as Tier 2 to troubleshoot hardware or software problems and works with vendors as necessary to resolve issues.
• Responsible for returning defective end user technology for service.
• Provides polite, professional, courteous customer service to users. Responds to user needs via phone calls, tickets, and emails.
• Deals with confidential and sensitive information in an appropriate manner and in accordance with university policies and procedures.
• Performs other IT related work as assigned.

Education and Experience

• A Bachelor's degree in Business Information Technology, Computer Science or a related field, or related equivalent experience with in a field services, IT Support, or Help Desk environment.
• Prefer 3-5 years of working experience.

Required Qualifications

• Experience with Windows, MacOS, iOS and Android operating systems and proficient with installing, configuring, and troubleshooting hardware and software on these platforms.
• Experience with computer system administration and imaging tools such as Microsoft SCCM, Intune, and JAMF.
• Experience working in a Windows Active Directory and Entra ID environment.
• Experience with ticketing systems such as Jira Service Management, ServiceNow, Zendesk, etc.
• Demonstrated ability to interface with end users over the telephone, via email or in person to effectively communicate problem status and resolutions
• Excellent interpersonal, customer support, verbal and technical writing skills tailored to a level appropriate for the intended audience
• Ability to operate independently and without supervision to accomplish organizational goals and objectives
• Comprehensive knowledge of PC hardware, software and printing
• Experience supporting educational and audio visual technology including projection systems, Smartboards, Crestron and Extron equipment.
• Ability to effectively analyze, research and resolve technical problems

Preferred Qualifications

• Experience in maintaining security services, driving new security configurations, detecting and responding to security issues, conducting technical evaluations, ensuring security compliance, and managing vulnerabilities.
• Experience configuring and managing Phones and Teams Rooms Devices Microsoft Teams Admin Center.
• Experience with cloud-based services and virtualization technologies.
• Knowledge of ITIL processes and best practices.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.
• Experience working in a state and/or university environment

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