Senior PC Support Specialist

Position Title

Senior PC Support Specialist

Position Type

Regular

Hiring Range

$91,800- $114,785 /annual. Compensation will be based on education, experience, skills relevant to the role, and internal equity.

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 Technology Support Specialist is responsible for providing second level campus wide technical support to faculty, staff, students for the use of university technology resources, assisting them with hardware, software, phone, network access, WiFi, password assistance, printing, mobile devices and peripherals. They have a competent level of expertise of these University supported resources in order to assist the university community. The Senior PC Support Specialist provisions new Windows and existing computers using our Windows MDM solution Microsoft Intune and provisions new Mac and existing computers utilizing our macOS MDM solution Jamf. They regularly asset tag, inventory and deliver and set up new computers and assist with the data transfer of university business data and initial login for the customer.

In this critical role, the Senior PC Support Specialist directly responds to computer and technology support requests from faculty, staff, students. The Senior PC Support Specialist provides on-site desktop support to faculty and staff on campus and support by phone. Provides remote support using GoToAssist, Zoom, and sometimes Facetime to provide desktop support to faculty and staff working remotely.

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 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.  This position is 100% on-site.

B. ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Administer, Manage and Maintain key enterprise campus services.

• Maintain and administer Santa Clara University’s Apple Mobile Device Management server (Jamf), supporting FileVault encryption and LAPS, including creating and updating mac images, creating and updating policies, profiles and prestage environment, and assigning workstations to policies.
• Maintain and administer Santa Clara University’s Windows Mobile Device Management (Intune) server, supporting BitLocker encryption and LAPS, 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.

2. Provide technology support for faculty, staff, and students.

• Network Infrastructure-Wireless
• Connect to eduroam, BroncoFi and SCU-Guest networks
• Clean out profiles to any other campus networks when necessary
• Turn off MAC address randomization (or Private WiFi addressing) when necessary for macOS devices
• Network Infrastructure-Wired
• Obtain building/room/jack information and schedule availability/preference when available
• Connects device to network if a jack activation has been confirmed working from our networking team
• Network Security
• Network Access Control - SafeConnect Dashboard compliance - triage general compliance on systems
• Verifies SafeConnect Compliance
• Requests temporary exception to NAC enforcement from Technology Help Desk if needed
• Reinstall NAC agent on systems
• VPN
• Assist with VPN installation or reinstall of VPN client
• Walks customer through checking their phone for Duo prompt
• Verifies ClearPass and Duo authentication confirmation with Technology Help Desk
• Telephony support for faculty and staff
• Jabber: Assists with installation of Jabber client on mobile and computer devices
• Voicemail support
• Assists customer using self service voicemail PIN reset
• Provides support to access voicemail through web, physical phone, or jabber
• Provides support to assist customer to set voicemail greeting
• Provides support to assist customer to set up call forwarding and/or remove call forwarding
• Provides support to assist customer to set up voicemail to email
• Active Directory (aka "SCU Username").
• Refer customers to obtain their SCU Username using Rapid Identity self service
• Assist with password self-service
• Assist to walk the customer through updating alternate email and mobile in Workday to make the password self-service available for students, faculty and staff
• Two-Factor Authentication (2FA)
• Assist customers to self enroll device in Duo
• Assist customers with self service bypass code generator
• Recommend a Duo hardware token or security key if the user does not wish to use a phone as a second factor

3. 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.