Field Service Technician I

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

This position is based in the following office location:

The opportunity

The role of the ITS Field Service Technician I will report to the ITS Field Services Supervisor. You will provide technical assistance through established policies and procedures for SNHU personnel and to on-Campus (UC) students. The ITS Field Service Technician I will answer questions or resolve computer problems and provide aid concerning the use of computer hardware and software for our customers through chat, email, or in-person.

The ITS Field Service Technician I will be a subject matter expert in the technology in use by the departments. In addition to troubleshooting technical issues, the ITS Field Service Technician I will facilitate the onboarding of staff by configuring and deploying computer equipment and peripherals.

You will work on-site at our Campus location in Manchester, NH. #LI-Onsite

What You'll Do:

• Maintain an in-depth knowledge of PC and Mac hardware and operating systems.
• Enter Help Desk tickets into the ITS ticketing system according to established procedures to track progress / resolution of technical issues, monitor for trends, and identify training opportunities.
• Represent the ITS Help Desk at meetings related to business operations, projects.
• Oversee integrity of computer systems and associated networks.
• Work on documentation, quality checks, relocations, onboarding, and assigned projects.
• Meet or on service-level agreements.
• Install, configure, deploy, and profile equipment for employee use, ensuring installation of cables, operating systems, and appropriate software.
• Perform basic account maintenance tasks by Active Directory, including password resets, account verification, and group changes.
• Install operating systems, monitoring tools, and Microsoft applications.
• Provide desktop support to install, upgrade, and configure application software.
• Provide desktop support to install, upgrade, troubleshoot, and repair hardware and associated peripherals.
• Gather relocation requirements and facilitate individual / workgroup relocation of computer systems and associated peripherals.
• Provide initial troubleshooting of functional outages regarding essential business applications such as Banner, Perceptive Content, ServiceNow, and Salesforce.
• Provide technical assistance and support for problems related to email, internet, wireless and wired network topologies, and telephony technologies.
• Inventory and Asset Management for onsite technologies.
• Other responsibilities as assigned. Job responsibilities can change at any time, with or without notice.

What We're Looking For:

• 1+ Years of experience Customer Relationship Software.
• 1+ Years of experience working in an IT Support related role.
• Experience with Microsoft environments operating systems, and business software.
• Experience with enterprise deployment, server systems, network technologies, or IT security standards
• Experience with Mac systems and iOS

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you're exceptional)

You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources