Senior PC Support Specialist at Santa Clara University in Santa Clara, CA

Job description

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. Netwo