Technical Support Engineer

The University of St. Thomas invites qualified candidates to apply for a Technical Support Engineer position within the ITS Support Services department.

The University of St. Thomas embraces belonging and equal opportunity for all. Our convictions of dignity, diversity and personal attention call us to embody and champion an inclusive environment.  The University is an Equal Employment Opportunity Employer (EEO).  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran, or other protected characteristic.  This commitment to inclusion and equal opportunity is consistent with our mission: Inspired by Catholic intellectual tradition, the University of St. Thomas educates students to be morally responsible leaders who think critically, act wisely, and work skillfully to advance the common good.  A successful candidate will possess a commitment to the ideals of this mission.

JOIN OUR COMMUNITY

The University of St. Thomas offers a competitive and comprehensive benefits program, which includes:

• Up to 100% tuition remission for employees and dependents upon eligibility
• Up to 50% tuition remission for spouses upon eligibility
• A generous Employer retirement contribution of 9.4% of annual salary upon eligibility
• Medical, dental, and vision options
• Employer-paid disability, life, and AD&D benefits

Salary Range: $56,920 to $82,130

The University of St. Thomas has provided a salary range that represents its good faith estimate of what the University may pay for the position at the time of posting. The specific salary offered will be determined based on factors such as the qualifications of the selected candidate, departmental budget, internal salary equity considerations, and available market information.

JOB SUMMARY

The Technical Support Engineer position is responsible for providing customer service, advanced technical support, and general service health maintenance for various technology services at the University of St. Thomas. This role works collaboratively with others as a member of one or more Service Teams to deliver services to faculty, staff, and students at the university.  Service Teams work to resolve reported incidents, fulfill service requests, maintain and repair hardware, install and deploy software, and administer backend systems and applications.

Technical Support Engineers serve as a Team Lead, Technical Lead, or Service Owner for at least one primary service. They are responsible for monitoring overall service health and ticket volume, and they act as an escalation point for incidents, problems, and service requests for their primary services. Technical Support Engineers partner with Networking, Infrastructure, and Information Security staff to ensure compatibility and continuity of services with existing ITS systems.

Services supported by this role may include:

• Windows PC Hardware and Software Support
• macOS Hardware and Software Support
• Print, Scan, & Fax
• Inventory Management
• Application & Desktop Virtualization
• AV and Classroom Support
• Web Conferencing
• Email and Calendar
• Collaboration and File Sharing (Microsoft 365)
• Other services as assigned

ESSENTIAL FUNCTIONS

As Team Lead or Technical Lead, work proactively to maintain service health for assigned primary services.

• Keep necessary systems and applications updated and patched to ensure compatibility, usability, and security for St. Thomas users and computers
• Stay informed of industry best practices and trends related to primary services
• Monitor ticket volumes for services to ensure team goals for response and resolution are met
• Create and maintain detailed documentation in ITS knowledge base
• Attend regular meetings and complete assigned project tasks for assigned services and other ITS projects

Troubleshoot and resolve incidents and fulfill service requests for assigned primary services.

• Communicate with and provide customer service to faculty, staff, and students, both face-to-face and through virtual support tools as needed
• Install and deploy St. Thomas-owned hardware and software as needed for delivery of services
• Record all work for incidents and requests in ticketing applications and follow appropriate ITS business processes for inventory tracking and other related processes
• Collaborate with and support other ITS staff members to ensure efficient resolution of client issues and requests. Work collectively to meet team goals for response and resolution
• Act as escalation point for advanced technical issues, problems, and requests
• Consult with faculty and staff to provide recommendations and training
• Respond to “Priority 0” emergency incidents

Assist with the training, mentoring, and support of ITS student employees.

• Respond to questions and escalated incidents from the ITS Tech Desk in support of First Call Resolution
• Lead teams of students in support of ITS project work

Minimum Qualifications

• At least 5 years experience working in technology support

Preferred Qualifications

• B.A. or B.S. in Computer Science, Information Systems, or a related field

A combination of work experience, education, and skills will be considered for all candidates.

HOW TO APPLY

All interested candidates must apply online at https://www.stthomas.edu/jobs/. Follow the instructions to complete an online application which includes creating or updating an applicant profile, uploading a resume, and completing a job specific application.

In light of its commitment to create and maintain a safe learning and working environment, employment with the University of St. Thomas requires consent and successful completion of a background screening.

Official job posting is available at www.stthomas.edu/jobs.