Overview:

The Technology Support Co-op will augment a team of 10 full-time technology support professionals to provide high quality technical and media support to Simmons students, faculty, and staff.  Depending on skill level and team needs, associates may focus more on computer or media support or perform a blend of work in both areas. Associates will generally work weekday, evening or some weekend shifts to ensure Simmons Technology provides support coverage to our customers. Some prior customer service and technical or media-related experience is required. However, we do provide training on our systems, procedures, and environment.

Responsibilities:

• Service Desk Tier 1 technical support (in-person walk-up, over the phone, and email)  for faculty, staff, and students. Support issues include: break-fix; service requests; check-in/out of technology equipment; printer resolution; application access; how-to consulting on software packages, login/access issues, malware removal, mobile device support, etc.
• Service Desk Tier 1 media support (At point-of-need, over the phone, and via email) for students, faculty, and staff. Support issues include: setting up media for classroom/meeting space/event; resolving media equipment and configuration problems; and checking-in/out of media equipment.
• Following Technology ticketing, security, and other administrative processes and procedures
• Technical documentation. Creating and updating knowledge base documentation. Improve searching for content through tagging and association.
• Technology projects (desktop upgrades, Windows 7 migrations, deploying new software, upgrading computer labs, etc)
• Performing other duties as required.

Qualifications:

• Excellent customer service skills
• General proficiency with multi-function printers, Windows and Mac computers.
• Must be able to lift up to 30 lbs with a dolly on a regular basis (i.e. cases of paper).
• Strong analytical and troubleshooting skills or aptitude
• Strong oral and written communication skills. Able to work effectively with teams or independently. Must know when to ask for and when to give assistance.
• Able to learn quickly and adapt to a rapidly changing environment
• Able to perform job duties in a professional and reliable manner

Technology Support Focus

Duties & Responsibilities:

• Desktop support (or strong proficiency) with Windows 7,  Windows 10, or Mac OS X operating systems
• Printer support
• Dell and Apple hardware support
• MS Office and academic application proficiency or support
• Understanding of network technologies including DNS, LDAP, TCP/IP, DHCP
• Phone support (log calls, redirect calls)

General Access Support Focus

This position is responsible for ensuring that technology and public printing stations are maintained in proper working order.

Duties & Responsibilities:

• Refills paper, toner, staples, etc  at public printing stations
• Printer consumables inventory
• Toner replacement and recycling
• General front-line support for all printer issues (e.g. login, paper jam, etc)

Event/Media Support Focus

Duties & Responsibilities:

• Multimedia/classroom technology and equipment troubleshooting and support
• Set-up of multimedia equipment for special events
• Troubleshooting and resolving basic cabling/connectivity problems
• Reserving equipment and maintaining equipment inventory
• Capturing media-related event requirements

Typical Shifts:

Co-op Services & Support coverage is scheduled between the hours:

Monday-Friday:  7am – 9:30pm
Saturdays:         7am – 6pm

The typical work schedule is 32-35 hours a week.

Compensation:

Coops/Internships start at $14/hour depending on experience. Associates who demonstrate consistently strong performance and who certify in multiple support functions (service desk, media, and tech support) may qualify for a higher hourly rate during periodic performance review cycles.

Successful candidates may have the option to extend their employment with Simmons Technology part-time after the Coop is completed (10-20 hours per week Shifts available evenings, weekends, and weekdays) depending on performance, department need, and shift availability.