Primary Purpose:
Under general direction, the Tech Support Specialist II, Lead is responsible for coordinating and providing advanced technical support for the school, student laptop program, and faculty and staff to achieve objectives of a unit, school, and departments.
Essential Functions:
Provides front-line technical support; resolves complex system configuration and performance issues with hardware and software for the schools staff, faculty and students.
Provides remote and local technical assistance, day-to-day troubleshooting and assistance to off and on campus students, faculty and staff, using laptops, desktops and various secondary devices such as multimedia devices or other electronic devices.
Assists in monitoring technology needs and designs and recommends new technologies to aid in teaching, deployment, and office productivity to improve efficiency to staff, faculty, and students.
Maintains accurate and detailed records of all student, faculty and staff inquiries and orders for department services, fulfilling Pacifics Service Level Agreements.
Administers various servers for communication, reimaging, lab and teaching purposes.
Assists in the design, maintenance, update and upgrading of images and task sequences on the Universitys imaging and deployment server.
Manages, configures, and deploys software, packages and upgrades to endpoints through various management servers.
Monitors endpoint security through university portal, responding to IT security escalation tasks Assists in the daily operation of the units student assessment suite, helping faculty create, administer, and grade exams.
Assists in connecting and configuring computers to interface with lab, clinic, and simulation instruments.
Coordinates repairs and maintenance for Pharmacy simulation lab by maintaining working relationship with vendor.
Configure PCs for interfacing with hearing aid tech in an operational clinic.
Configure PCs for interfacing with instruments in a research lab setting, including microscopes and spectrometers.
Oversees the management of the student laptop program and coordinates daily tasks of other Technical Support providers.
Resolves complex network, performance, hardware, and software issues for student notebooks under the computer laptop program.
Performs manual deployment of systems, working with kitting vendor for annual deployment.
Documents workflow processes for front-desk and escalation procedures.
Assists in the repair, maintenance and monitoring of classroom teaching technology.
Performs hardware repairs for AV equipment and other teaching technology and assists in maintaining and monitoring multimedia equipment for several classrooms, suggesting upgrades and updates on a regular basis.
Assists operations and facilities.
Coordinates repair maintenance and procurement of photocopy equipment.
Assists in central shipping, parts ordering, procurement, SR request, and tracking for facilities, and operations.
Performs other duties as assigned or requested.
University of the Pacific recognizes that diversity, equity, and inclusion is foundational to the success of our valued students and employees. We prioritize policy and decision-making that demonstrates awareness of, and responsiveness to, the ways socio-cultural forces related to race, gender, ability, sexuality, socio-economic status, etc. impede or propel students, faculty and staff.
Minimum Qualifications:
Two (2) years of post-high school education in computer science or related field (Two (2) years of full time experience in the same/similar position is equal to one (1) year of completed post high school education coursework).
Three (3) years of experience in computer support services or similar environment.
Preferred Qualifications:
One (1) year of experience working at a help-desk.
Demonstrated skill in applying root cause analysis, configuration, troubleshooting, and problem-solving skills; thorough understanding of standard software packages.
Demonstrated proficiency in Dell, Gateway, or Lenovo warranty work and parts installation.
Proficiency in Microsoft deployment services (SCCM, MDT, ADK) for remote deployment and image building.
Basic understanding of media equipment such as overheads, LCD projectors, Crestron controls systems and video equipment.
Good verbal and written communication skills.
Experience and sensitivity in working with people of diverse backgrounds and cultures.
Demonstrated experience in advancing social justice, equity, and inclusion in a university setting.
Ability to engage and integrate culturally responsive practices and knowledge in their work.
Physical Requirements:
The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work performed primarily in office and supply and receiving environment. Occasional work in research laboratory. Limited exposure to hazardous and chemical substances. Able to lift 50 lbs. Pushing, pulling weights up to 150 lbs. frequent walking, standing, bending, kneeling, lifting, reaching, retrieving overhead weights up to at least 25 lbs, sitting and computer use, and use of phone.
Work Environment/Work Week/Travel:
Work performed during standard business hours .Occasional nights and weekends required to provide support for special events.
Hiring Range: Commensurate with experience, non-exempt
Background Check Statement:
All applicants who receive a conditional offer of employment are required to execute a release and authorization for a background screening.
To apply, visit https://pacific.peopleadmin.com/postings/22539
University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.
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