We are one growing team with one powerful goal — and as a global leader in education, we strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best selves when they can be their true selves. That is why we’re committed to cultivating and preserving a culture of inclusion in which all our employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with yours. This position is based in the following office location: Manchester, NH The Opportunity Position Summary: The role of ITS Field Services is to provide exceptional technical support and services to SNHU Staff and Faculty through established procedures. The ITS Field Services Technician I answers questions or resolves computer related issues and provide aid concerning the use of computer hardware and software for our customers by chat, email, or in-person. The ITS Field Services Technician I performs as subject matter expert in the technology in use by the SNHU departments. In addition to troubleshooting and resolving technical issues, the ITS Field Services Technician I facilitates the relocation of SNHU personnel, including any reconfiguration of computer equipment and peripherals. The ITS Field Services Technician I may serve as first contact for issues that impact SNHU business operations. Primary Responsibilities: Maintain an in-depth knowledge of PC and Mac hardware and operating systems. Enter tickets and requests into the ITS ticketing system according to established procedures to track progress / resolution of technical issues, monitor for trends, and identify training opportunities. Represent ITS Field Services at meetings related to business operations, projects. Oversee integrity of computer systems and associated networks. Work on documentation, quality checks, relocations, and assigned projects. Meet or on service-level agreements and operational-level agreements Install equipment for employee use, ensuring installation of cables, operating systems, and appropriate software. You will perform account maintenance tasks with Active Directory, including password resets, account verification, and group changes. You will Provide desktop support to install, upgrade, and configure application software. You will Provide desktop support to install, upgrade, troubleshoot, and repair or replace hardware and associated peripherals. You will Help gather relocation requirements, and facilitate individual/workgroup relocation of computer systems and associated peripherals. You will Provide initial troubleshooting of functional outages regarding essential business applications such as Colleague, Perceptive Content, ServiceNow, and Salesforce. You will Provide technical assistance and support for problems related to email, internet, wireless and wired network topologies, media services and telephony technologies. You will Provide first response, advancement and resolution of ITS Infrastructure (Network and Telephony) technical issues You will Support the formalized on-boarding and orientation exercises for newly hired personnel, and ensure that the endpoints and peripherals provided by SNHU are configured for production. You will Perform system backup/restore, refresh, and system replacement activities to uplift a SNHU staff member's endpoint and put the system into production as quickly as possible. Other job-related responsibilities as assigned. Minimum Qualifications: Proficient experience with PCs and Windows Operating System(s) Proficient knowledge of Mac systems and iOS Proficient experience with the Microsoft Office Suite Practical knowledge of Information Technology terms and industry language Practical knowledge of enterprise deployment, group policy, server systems, network technologies, and IT security standards Practical experience with Microsoft environments and networks including Active Directory, System Center, operating systems, and business software Familiarity with Service Now, or a similar Incident Management System Structured and organized, flexible, and willing to support varying work Must be a team player Would like to see: 2 years of experience working in an IT Support related role Experience with Windows 10, Mac OS, ServiceNow, Ellucian Colleague, Salesforce, LogMeIn Rescue, Five9, Ring Central, Active Directory, Brightspace, PaperCut, and Encryption technologies Successful completion of Dell Certification training Successful completion of Apple Certification training Understanding of CompTIA troubleshooting theories Understanding of ITIL framework Physical Requirements: May stand or sit for extended periods May be required to lift up to 30 pounds Thinking about the job, but not sure you should apply? We still want to hear from you. We recognize that not everyone enters the world of work with the same advantage, opportunity, and privilege. This is why your skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking for! Are Benefits Important to You? We offer exceptional benefits, many available starting on the first day of employment: Anthem BlueCross affordable, low-deductible Medical insurance available on day one Low to no-cost Dental, Vision and Life Insurance options 5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays A Retirement Plan with a 9% Employer Funded annual contribution Tuition Benefits with family offerings Who Are We? SNHU employees are a team in every sense. Separately, we understand that each individual brings unique experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our vision. Together, we’ll shape the future of education by transforming lives—beginning with yours. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. Please note that a background check is required for employment. No higher ed experience? No problem! We have many opportunities and want to hear from you. In fact, your unique skillset, perspective, and experience could be exactly what we’re looking for. If you need technical assistance with your application please email Workday4U@snhu.edu To check your application status, please log into your account. Are you currently employed with SNHU? If so, please apply for opportunities through the Internal Job Board (accessible by logging into your Workday account and typing Find Jobs in the search bar). Southern New Hampshire University is a private, nonprofit institution with an 85-year history of educating traditional-aged students and working adults. Now serving more than 100,000 students worldwide, SNHU offers over 200 accredited undergraduate, graduate and certificate programs, available online and on its 300-acre campus in Manchester, NH. Recognized as the "Most Innovative" regional university by U.S. News & World Report and one of the fastest-growing universities in the country, SNHU is committed to expanding access to high quality, affordable pathways that meet the needs of each student. Learn more at http://www.snhu.edu Southern New Hampshire University reaffirms its continuing commitment to afford qualified or qualifiable individuals an equal opportunity to compete for employment and advancement within the University. To ensure equal employment opportunity, Southern New Hampshire University shall not discriminate against any individual or group because of race, color, creed, ethnicity, sex, religion, national origin, citizenship, marital or parental status, disability, age, gender, gender identity or expression, sexual orientation, pregnancy, veteran/military status, genetic information, or on any other legally prohibited basis. Southern New Hampshire University does not discriminate on the basis of sex in any education program or activity and is prohibited from doing so by Title IX. This requirement not to discriminate extends to both admission and employment at the University. Reports of discrimination or harassment, including sexual harassment, and any inquiries concerning the University’s Sexual Misconduct Policy may be made to the University’s Title IX Coordinator: Kristin Scaduto, Title IX Coordinator/Equity Officer, Student Center 105, 2500 North River Road, Manchester, NH 03106; Telephone: (603) 644-3188; Email: K.Scaduto@snhu.edu or titleix@snhu.edu. Please note that while employees are strongly encouraged to be up to date on their COVID-19 vaccinations, SNHU no longer requires employees who work on-site, or travel, on behalf of the university to be vaccinated for COVID-19.