About the Department

Provides campus-wide technology support with client satisfaction and excellent customer service as the ultimate goal. Technology support involves a variety of computers, systems, software, classroom technology, and peripherals in a variety of environments (offices, classrooms, labs).  This position interacts with a broad population of clients (faculty, staff, students, alumni, retirees, and more) over the phone, via chat, remote support software, and/or on site (in-person). As the primary representative for Information Technology Services (ITS) to the campus community, this position is responsible for collaborating with ITS departmental staff and other faculty and staff on campus to develop solutions for client issues.

Position Duties

• Performs hardware and software installations, diagnostics, repair, maintenance, data recovery, data transfer, and upgrades on Windows and Macintosh computers deployed across campus and some off-campus locations; also provides support for mobile devices that connect to Office 365 email, as well as printer connection support.  Provides client-level network configuration and troubleshooting for both Windows and Macintosh computers, and escalates network, application, or server issues to the appropriate teams as necessary.
• Prioritizes and responds to issues reported to ITS or as necessary as delegated by a supervisor. Also maintains a record of service calls, completed services, communications with clients, asset information, and escalation of issues in a centralized ticketing system.
• Provides client consultation, project management, and technical support for specific University projects which utilize information technology.
• Maintains an accurate and up-to-date physical asset inventory utilizing the department’s centralized asset management systems.
• Maintains security practices and procedures for the protection, security, and privacy of all computer systems deployed on campus. Performs diagnostics and repair of computer systems that have become infected with viruses and other malicious software. Escalates security issues to the security team as necessary.
• Creates and revises self-help documentation for use by clients. Provides one on one instruction for faculty, staff, students and other BGSU community members as needed. Coordinates student employees in day to day technical support for BGSU and provides ongoing training to student employees in dealing with technology support issues.
• Other duties as assigned

Minimum Qualifications

The following Degree is required:

• Associate's Degree.  Degree must be conferred at time of start date

The following Degree is preferred:

• Bachelor's Degree

The following Experience is required:

• 2 years of experience in any of the following areas:
  • Hardware support and maintenance
  • Software and operating system support and maintenance
  • Software application deployment
  • Enterprise systems support and maintenance
  • Computer networking support experience
    • 2 years of experience as a GA or student employee is equal to 1 year of professional experience

The following Experience is preferred:

• Higher education experience  
• TeamDynamix experience

The following licenses, certifications, or registrations is required:

• Must have and maintain a valid driver’s license and comply with the university’s vehicle use policy.   

Other Qualifications

Knowledge, Skills, and Abilities:

• Excellent customer service skills while supporting a broad population of clients. 
• Strong verbal and written communication skills. 
• Strong critical thinking skills.
• Competency in the support of operating systems (MacOS and Windows). 
• Competency in the support of application software (MacOS and Windows). 
• Competency in the support of computer hardware (MacOS and Windows). 
• Competency in computer networking configuration and troubleshooting.  
• Knowledge of Office 365, SCCM, and JAMF desirable. 
• Knowledge of mobile operating systems (Android, iOS) desirable. 
• Knowledge of Active Directory and enterprise identity management (Okta) desirable

Work Schedule:    This is a full-time position located in Bowling Green, Ohio, which offers the option for a flexible/hybrid work schedule (remote/on-campus).  This position's regular working hours are 10:00 AM - 7:00 PM EST.

Application Deadline
The search committee will review applications until the position is filled.

Required Uploads:  Cover Letter & Resume

Essential Requirement: Work Authorization
BGSU does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term.