Staff Assistant Technical Support Specialist, Endpoint Services at Bridgewater State University in Bridgewater, MA

Title

Staff Assistant Technical Support Specialist, Endpoint Services

Department Summary

Bridgewater State University is recognized as a regional leader in the application of technology in higher education in the classroom and beyond. With extensive information technology resources, Bridgewater State strives to make technology an integral component of teaching and learning. In addition, BSU's technology supports local government, schools, and the regional business environment.

Bridgewater State has a state-of-the-art campus network that includes campus-wide wireless coverage as well as a resilient infrastructure to make it all happen. We have an extensive array of computers available for general use as well as specially tailored discipline-specific labs with the latest software tools to support the mission of teaching and learning. We have deployed computing and presentation technology in all general-purpose classrooms and have distributed Internet stations throughout the campus. We have developed a wide range of online applications to support research as well as to meet the administrative needs of the community. We offer Blackboard, a comprehensive learning management system. There are office productivity tools and academic software programs all geared to enriching the academic experience of our students. Our faculty are developing innovative new ways to teach with technology, and they are sharing their experiences with colleagues in forums such as EdTech Day, the CART Celebrations, the Massachusetts Colleges Online conference, and national conferences.

We embrace the community and the region with technology resources like the wireless network, web-based applications, and many other resources, including electronic resources through the campus library. In recognition of these accomplishments, Bridgewater State University has received multiple awards and placed in national rankings of top colleges in the use of technology.

Position Summary

The Technical Support Specialist is responsible for technical assistance, support, and management of the university's computer systems, software, hardware, and audiovisual (AV) equipment. This position will collaborate with the Director of Endpoint Services on strategic initiatives and will work closely with students, faculty, and staff to diagnose and troubleshoot technical problems, assist with the implementation of new technologies, and ensure the overall efficiency of the university's IT infrastructure and classroom AV systems.

This position is an exempt, APA unit position and is subject to the terms of that union agreement.

SUPERVISION RECEIVED: Reports to the Director, Endpoint Services

This position is located on campus in Bridgewater, MA. This position is eligible for hybrid / remote work in accordance with BSU remote work policy.

Essential Duties

Core Duties:
* Provide direct, in-person assistance at the IT Support Counter, including hardware and software troubleshooting and general inquiries.
* Assist with managing the laptop loaner program to issue devices to students in need. Provide technical support to students and ensure the inventory remains current.
* Offer rapid response technical support for classrooms and campus meeting spaces emergencies, covering both computer and audio/visual issues.
* Ensure the timely resolution of audio-visual and other related hardware equipment or software issues for classrooms, including the maintenance and testing of all AV, computer, and other hardware repairs.
* Assist student workers with user support at the IT Service Center.
* Install, configure, and update Windows and macOS devices using platform management software; ensure timely deployment of academic software for course needs.
* Analyze, design, recommend, and implement technology solutions for complex computer hardware and software problems.
* Assist with endpoint device management troubleshooting including analysis and repair of University issued devices working with manufacturers on warranties or repairs when necessary.
* Respond to service requests for technical support and diagnose, resolve, document, track and/or monitor incidents to ensure a timely resolution.
* Support the operation and maintenance of university computer labs, including scheduling updates, deploying academic software, and coordinating faculty needs for specialized labs such as the Computer Science Lab and Cyber Range.
* Assist in maintaining the University's audio visual and computer hardware inventory. Reporting and updating equipment inventory.
* Contribute to the development and maintenance of technical documentation, including procedures, standards, and user guides.

Additional responsibilities:
* Stay informed about the current state of and future advances in computer technology, desktop operating systems, and software applications.
* Assist in the research, evaluation, selection, and purchase of computer hardware, software, and related maintenance contracts.
* Provide consulting services to faculty and staff in areas of computer hardware, mobile technology, software, and peripherals.
* Actively support the University's initiatives of Diversity & Social Justice.
* Perform other duties as assigned by supervisor.

Required Qualifications

* Bachelor's degree or 3-5 years of equivalent technical support experience.
* Working knowledge of Windows, MacOS, ChromeOS, and iOS.
* Demonstrated experience in endpoint management, operation, and configuration (Intune, SCCM, Jamf, Google Workspace)
* Demonstrated experience working with and troubleshooting AV systems.
* Strong written and verbal communication skills.
* Excellent organizational skills.
* Strong interpersonal skills and ability to work effectively and collegially with faculty, administrators, students, and colleagues.
* Ability to work independently on multiple assignments and to work collaboratively within a team.

Preferred Qualifications

* Experience in an educational technical support organization is preferred.
* Knowledge of higher education principles, practices, and procedures is preferred.
* Technical certifications such as CompTIA A+, MCITP, CTS Certification, Jamf, or Extron with experience preferred.

Work Environment

Bridgewater State University complies with the Americans with Disabilities Act (ADA) to provide reasonable accommodation to qualified applicants and employee with disabilities. To request a reasonable accommodation for the application process, please complete and submit this electronic form: https://cm.maxient.com/reportingform.php?BridgewaterStateUniv&layout_id=18

Special Conditions for Eligibility

Please be aware that employment at Bridgewater State University is contingent upon completion of a successful background check. Bridgewater State University is an E-Verify employer.

This position is not eligible for H-1B sponsorship.

EEO Statement

Bridgewater State University is an equal employment opportunity employer and 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.

Position Type

APA Professional

Salary Range

$67,500-$72,000

Posting Number

S01207P

Open Date

04/08/2025

Close Date

05/11/2025

Open Until Filled

Special Instructions to Applicants

Please note the following information is required to complete your application for this position: *a minimum of one (1) employment history entry. *a minimum of three (3) professional reference entries.