ITS Endpoint Hardware Technician

Overview

The ITS Client Support Services Technician provides advanced technical support (Tier II) to the Salem State Community on Information Technology offerings, including ITS supported applications, hardware, and software. This role performs basic diagnostic and administrative tasks utilizing a variety of software and technical tools and will assist the Assistant Director of ITS Help Desk in the documentation of supported solutions and IT administration processes in place. This role receives unresolved issues escalated from lower support levels, identifies trends in escalated incidents to reduce escalations, support problem management, and enhance problem resolution time. This role will participate in collaborative efforts across ITS Client Services and other ITS functional groups to help inform and advise on workflow designs / improvements for initiatives involving ITS endpoints. The ITS Client Support Services Technician will serve as a technical lead in ITS' modern device management effort and will be responsible for maintenance and monitoring of current managed devices, as well as play a critical administrative role in future improvement, testing and deployment of all ITS endpoints and hybrid work technologies.

Salem State University is a place where your career can flourish. We embrace and celebrate the uniqueness of every employee, creating an inclusive and supportive environment where you can do your best work. Our commitment to civic engagement ensures that your contributions will positively impact both the university and the community. Join us and be part of a transformative community that enriches lives across the Commonwealth.

Required Qualifications

• Three to Five years in a customer-facing technical support role
• Working knowledge of current personal computer operating systems and productivity software, including Microsoft 365, Windows 10 / 11, Mac OS, iOS and Android OS

Preferred Qualifications

Working Location

This is an onsite position in Salem, MA with on-campus, in-person responsibilities, which may require occasional work on evenings and weekends.

Application Instructions

Please apply online and attach resume and cover letter.

Employment is contingent upon a completed background and CORI check satisfactory to the university.

This position is not eligible for H1B visa sponsorship.

EEO Statement

The university considers all qualified candidates without regard to race, color, religion, sex, age, national origin, disability status, veteran status, gender identity, sexual orientation, genetic information, pregnancy or pregnancy-related condition or any other characteristic protected by law.

ADA Statement

Salem State University complies with the Americans with Disabilities Act (ADA) to provide reasonable accommodation to qualified applicants and employees with disabilities. For accommodation information or requests please email eo-hr@salemstate.edu .

Recruitment Agencies

Salem State University does not partner with or accept candidates from outside staffing agencies. All hiring is managed directly by our internal Talent Acquisition team.