IT Support Technician II

Saint Joseph’s College of Maine is hiring for the full-time position of IT Support Technician II.

POSITION DESCRIPTION: 

• Supports the department of Information Technology by acting as the main liaison for student and faculty inquiries, delivering high-quality technical support and customer service
• Assisting the Help Desk and IT Department with daily operational needs and support organizational IT requirements
• Effectively supporting desktop application software and maintain/troubleshoot desktop hardware
• Assisting AV Coordinator with set-up for events when appropriate/applicable
• Using IT Department tools such as, but not limited to, ticketing, remote access, in-person, and knowledge base repository to address inquires
• Addressing connectivity issues (WiFi, VPN, remote access)
• Assisting with classroom information technology needs, such as but not limited to, projectors and smartboards
• Serving as a technical escalation point for Help Desk
• Creating, modifying, and deactivating accounts; managing permissions and passwords
• Assisting with maintaining technical documentation, user guides, and internal knowledge resources
• Assisting with prioritizing and resolving tickets in a tracking systems ensuring high standard service level agreements are me
• Ensuring complex problems as escalated
• Supporting the administration of online productivity and collaboration tools
• Installing, configuring, maintaining laptops, desktops, and other end user devices
• Monitoring and administration of Google Workspace/O365
• Assisting with maintaining campus hardware inventory
• Participating in a review, evaluation and recommendation of solutions relating to hardware and software acquisitions and or/or network updates
• Participating in research and development initiatives and provides assistance in implementation of new technologies
• Maintaining currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems
• Ensuring effective network connectivity to devices and provide essential knowledge regarding network connectivity troubleshooting
• Follows guidelines regarding best practices for cybersecurity as well as physical security

MINIMUM REQUIREMENTS:

• Associate degree in Information Technology or a related field is preferred
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation are a plus
• A combination of at least 3 years of experience and education in IT support with a focus on desktop support and troubleshooting is preferred

SCHEDULE:

• Full-time, 40-hour per week position
• General office hours are Monday–Friday, 8:00 AM – 4:30 PM
• This job is 100% onsite at the Standish, Maine campus
• Must be available to attend on-site meetings and training, as well as work during peak periods. This may include evenings and occasional weekend hours in the event of infrastructure outages.

KNOWLEDGE, SKILLS, ABILITIES:

• Advanced knowledge of Microsoft Desktop Operating Systems (Windows 10 and above) and advanced working knowledge of macOS/iOS
• Proficient in installing, configuring, and deploying computer hardware with a thorough understanding of modern hardware and software requirements
• Previous experience working with ticketing systems, RATs, RMM, and other infrastructure and end-user support tools
• Working knowledge of Active Directory/LDAP
• Knowledge of TCP/IP, DNS, DHCP, and other networking protocols
• Strong interpersonal skills with the ability to communicate and work well with others in a fast-paced environment
• Show initiative and accountability for assigned outcomes
• Learn actively from both successes and failures while solving new problems
• Strong organizational skills and communication skills (both verbal and written)
• Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously
• Highly proficient in troubleshooting techniques in relation to application software and operating systems; requires strong critical thinking and analytical skills
• Must demonstrate teamwork skills and a willingness to help others
• Possesses a positive attitude to foster a cohesive working environment
• Ability to maintain confidentiality and discretion
• Tolerates work-related stress effectively, maintaining professionalism and adherence to core values in all interactions

About Saint Joseph’s College of Maine

Founded by the Sisters of Mercy in 1912, Saint Joseph’s College is Maine’s only Catholic college. Located on the shores of Sebago Lake in Standish, Maine, the 460-acre campus offers 46 undergraduate programs and a Division III athletic program to approximately 800 on-campus students. In addition to its on-campus offerings, Saint Joseph’s College provides certificates, undergraduate, and advanced degrees to approximately 1,200 working adults residing throughout the United States and in more than 20 other countries through its online learning program. 

Saint Joseph’s College of Maine seeks to attract, retain, and develop personnel who support its mission and are committed to nurturing highly competent and deeply compassionate leaders ready to serve in a vulnerable world. Inspired by the life and vision of Catherine McAuley, it welcomes persons from all backgrounds as part of its community which is guided by the following values:

• to seek and embrace truth and wisdom wherever it may be found;

• to combine faith with reason in the pursuit of academic excellence;

• to commit ourselves to honesty in all relations with each other;

• to welcome the perspectives, cultures, and abilities of all people of good will, especially the disenfranchised;

• to value and respect the contribution of each member of the community;

• to reach out beyond the College’s boundaries to serve the needs of others with compassion and mercy;

• to address instances of injustice that impact people and the earth in solidarity with those we serve and from a position of informed advocacy.

Saint Joseph’s College of Maine is an equal opportunity employer dedicated to providing an inclusive work environment that supports a diverse faculty and staff. We consider all qualified applicants and employees for hiring, placement, and advancement, without regard to a person’s race (including traits associated with race, including hair texture, Afro hairstyles, and protective hairstyles), color, religion, ancestry or national origin, age, genetic information, military status, sex or gender, pregnancy, sexual orientation, gender identity or expression, disabilities, familial status, protected whistleblower activity, previous assertion of workers’ compensation claim, genetic information, protected veteran status, or any other status protected by applicable law. 

Employees wishing to report sex-based discrimination, harassment, or  misconduct should contact the Title IX Office ([email protected], 207-893-6606, 115A Heffernan Center).

In order to be considered for the position, submit an application and resume electronically by clicking on “Apply.”  Be sure to also read and sign the Pre-Employment Statement. Offers are contingent upon successfully passing a background check. Specific questions may be emailed to: [email protected] or call 207-893-7757.