Founded in 1917, Providence College (PC) is a premier Catholic
liberal arts institution steadfastly committed to academic
excellence through a dynamic core curriculum, a distinctive
Development of Western Civilization Program, and abundant
experiential learning opportunities. The only U.S. higher education
institution administered by the Dominican Friars, PC is committed
to providing a variety of opportunities for intellectual, social,
moral, and spiritual growth in a supportive environment. Providence
College believes that cultural and intellectual pluralism is
essential to the excellence of its academic programs, and strives
to foster an academic culture and campus community reflecting the
global environment in which we live and work.
The approximately 105-acre campus is situated in Rhode Island’s
capital city and is close to the many cultural and educational
offerings of Rhode Island’s “renaissance city.” Additionally,
Providence is located an hour from Boston and just a few hours from
New York City.
For years, Providence College has been recognized in the
U.S.
News & World Report “Regional Universities – North
Category” and has been commended by several other ranking
publications.
Overview
Serve as first responder for all technology support issues that are
not resolved by the initial contact at the Helpdesk.
Duties and Responsibilities
Provide Tier 2 and 3 support for institutionally owned devices, including faculty and staff laptops, desktops, printers, tablets, streaming devices, and other peripherals, as well as a wide variety of hardware and application issues. Serve as an escalation point for the Helpdesk Support Specialists and well as IT student workers, especially with walk-in tickets. Provide support for both standard and complex hardware and software issues. Assist faculty and staff with installation and support of…
non-standard applications and work with vendors when needed. Coordinate office moves with faculty and staff. (25%)
Responsible for the deployment of new and upgraded computers
for faculty and staff as needed, using the College's deployment
software. Work with the Endpoint & Enterprise Application
Administrators to maintain the deployment workflow on both Windows
and macOS and make updates as necessary. (25%)
Provide support for network administrators in the field and
verify issues prior to escalation. Assist with the network
configuration in office spaces as well as deployment of IP phones.
Work with system administrators when deploying new technologies and
network upgrades as well as troubleshooting server access issues on
devices. maintain an understanding and general knowledge of all the
database and enterprise applications that our developers and
administrators use so that issues can be troubleshooted and
escalated as needed. (15%)
Perform hardware repairs as needed on desktop and laptop
computers, tables, and printers. Maintain appropriate hardware
repair certifications. Work directly with vendors for replacements
when needed and ordering parts. (15%)
Provide Tier 2 support for classroom technology and computer
labs on campus. Respond to high priority tickets placed for
instructional technology support in classrooms and labs to prevent
class disruption. Assess problems related to computer, network, or
audio-visual equipment. Assist in the deployment of software
packages and hardware to classroom and lab computers. Assist with
physical configuration of classroom and lab spaces for new
deployments and upgrades. (10%)
Create knowledge base articles for end users and documentation
for full-time and student technicians for the use and support of
college devices and applications. (10%)
MARGINAL DUTIES:
- Perform all other duties as may be required.
Education and Experience
- Technical trade degree or equivalent from an accredited
institution required. Bachelor’s Degree in a related field
preferred.
- Minimum of three years’ experience in a technology support
position
- Experience with PC and Apple hardware repair
- Experience supporting Windows and macOS operating systems
- Experience with endpoint management tools, such as Microsoft
Endpoint Manager or Jamf
- Experience working with encrypted devices
- Experience in an Active Directory/Azure environment
Supplemental Information
PHYSICAL DEMANDS:
The physical demands described here are representative of those
that must be met by an employee to successfully perform the
essential functions of this position. Reasonable accommodations may
be made to enable individuals with disabilities to perform the
essential functions.
- Sitting in a normal seated position for extended periods of
time
- Reaching by extending hand(s) or arm(s) in any direction
- Finger dexterity required to manipulate objects with fingers
rather than with whole hand(s) or arm(s), for example, using a
keyboard
- Communication skills using the spoken word
- Ability to see within normal parameters
- Ability to hear within normal range
- Ability to move about
DISCLAIMER: This job description indicates the general
nature and level of work expected of the incumbent. It is not
designed to cover or contain a comprehensive listing of activities,
duties, or responsibilities required of the incumbent. Incumbent
may be asked to perform other duties as required.
