Job Requisition: JR100868 Senior Technology Support Engineer (Open) Job Posting Title: Senior Technology Support Engineer Department: CC00398 WM001 | WMUO | Computing Support Job Family: Staff - Software Programming & Applications Worker Sub-Type: Regular (benefited) Job Requisition Primary Location: William & Mary Primary Job Posting Location: William & Mary Job Description Summary: The Senior Technology Support Engineer is customer focused, and a self-starter who can successfully work independently or as a team member. This role works to support faculty, staff, and students in their use of computers, printers, applications, classroom technologies, and telecommunications. This position will research, troubleshoot, diagnose and resolve complex issues. This role will also look for opportunities to strategically improve business and teaching processes. For full consideration, please submit both a resume and cover letter. Salary: Up to $65,000 commensurate with experience Job Description: Core responsibilities include: • Deliver excellent customer service by being courteous, empathetic and patient, even in difficult situations. • Provide escalated operating systems & application support: identifying problems, providing workarounds or solutions. When appropriate work with vendors on problem solution, applying maintenance patches, and/or new releases. • Manages telephony features within Microsoft Teams. • Building relationships, providing technical support & guidance for administrative and academic offices relating to technical best practices, business needs, and teaching/research agendas. Applying technological solutions where appropriate to improve efficiency. • Provide thorough updates and problem resolution in ticketing system, including documenting solutions to known problems and issues. • Project Participation: Acting as End User representative, works to identify the proper support and escalation model, identify training needs, create, maintain, and distribute knowledge with other team members and the university community as appropriate. • Provides escalated customer support and mentorship for TSC (Technology Support Center) staff. Additional Job Description: Required Qualifications Bachelor’s degree OR an equivalent combination of education, training, and experience. Familiarity with various mobile device operating systems including iOS and Android. Extensive hands-on experience with Windows operating systems and/or macOS including installation, imaging, provisioning, deployment methods, optimization, and security best practices in a multi-endpoint environment. Experience guiding and mentoring junior support staff, fostering their growth and development Excellent interpersonal, oral, and written communication skills with the ability and desire to provide excellent customer service. Ability to quickly and independently learn and manage key enterprise applications, including implementing new functionality, and working with end users. Strong analytical and problem-solving skills including the ability to work with end users to identify, troubleshoot, and resolve problems efficiently and independently. Ability to translate technical information to non-technical audiences and write clear and accurate technical and procedural documentation. Ability to identify and understand emerging software technologies and apply them to campus processes Preferred Qualifications Bachelor’s degree in computer or information science or related field. Certifications: Dell, CompTIA A+, Network +, Microsoft certifications, Apple (ACMT), JAMF Certified Associate, or other similar technical certifications. Experience utilizing JAMF Pro, Intune, or other endpoint management applications. Previous experience working in higher education. Experience leading or participating in large enterprise projects. Experience creating and delivering hands-on training in group and one-on-one settings. Previous experience creating support documentation such as knowledge-base articles or technical tutorials. Understanding of ITIL Framework Job Profile: JP0829 - Information Technology Specialist II - Nonexempt - Salary - S11 Qualifications: Compensation Grade: S11 Recruiting Start Date: 2025-09-22 Review Date: 2025-09-23 Position Restrictions: EEO is the Law. Applicants can learn more about William & Mary’s status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission. https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal Background Check: William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check. Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility. William & Mary and the Virginia Institute of Marine Science (VIMS) are vibrant, innovative and engaged communities and we are delighted about your interest in a career with us.