IMPORTANT APPLICATION INSTRUCTIONS:

Upload Resume or Curriculum Vitae for automatic population of information to the application.The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.

Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.

Job Description

SUMMARY:

Reporting to the Systems Manager, the Technology Services Associate provides technical support to faculty, administrators, and staff by tending to the day-to-day technology needs of each College. This position is responsible for providing desktop and academic technology support, grant equipment research and maintenance, and mentoring and leadership to student workers/interns.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Deliver expert technical support for Windows and macOS computers, addressing issues for CCHL staff, faculty, graduate assistants, and student workers.

Mentor student technology interns and support assistants, providing guidance and task management to foster their professional development.

Procure, manage, and track CCHL technology inventory using asset management systems to maintain accurate records, ensure timely updates, and coordinate hardware lifecycle management from acquisition through decommissioning.

Perform “Cradle to Grave” call resolution for hardware and software issues for CCHL faculty and staff, coordinating with external departments and/or vendors as needed.

Manage printer support and maintenance utilizing PaperCut, ensuring optimal performance and timely resolution of printing issues.

Conduct thorough wired and wireless network troubleshooting for CCHL-managed equipment, diagnosing and resolving connectivity issues to maintain seamless operations.

Execute hardware repairs and maintenance to uphold desktop integrity, ensuring all equipment meets performance standards.

Deploy desktop and laptop configurations using SCCM for Windows and Jamf for Macs, streamlining setup processes for new and existing devices.

Perform secure data backups, transfers, and erasures for computers and mobile devices, adhering to best practices for data protection and compliance.

Configure, troubleshoot, and maintain non-standard software and hardware solutions, ensuring compatibility and functionality within the existing infrastructure.

Prepare and author comprehensive documentation for supported software applications, hardware configurations, policies, and procedures to facilitate knowledge sharing and training.

Provide technical support and training tailored to faculty and staff needs, enhancing their ability to effectively utilize technology.

Offer ongoing support to faculty regarding grant-related requests and inquiries, ensuring their technological needs are met in alignment with project goals.

Investigate, evaluate, and recommend hardware and software upgrades, assessing potential improvements to enhance performance and efficiency.

Maintain and support specialized labs within CCHL, ensuring all equipment and resources are operational and accessible for research and instructional purposes.

Manage, process, and resolve client requests through phone calls, emails, or walk-ins, utilizing the Service Now ticketing system while adhering to established SLA requirements.

Procure, maintain, and track technology inventory across both colleges, ensuring resource availability and accountability.

Attend and participate in College events and functions.

Serve on standing and ad hoc committees as requested.

Perform other duties as assigned.

Management retains the right to add or change job duties at any time.

QUALIFICATIONS:

REQUIRED:

Bachelor's Degree from an accredited college or university. Relevant IT certifications/equivalent experience in an information systems role may be considered in lieu of degree.

Minimum 2 years of direct, hands-on technical support on Windows and Mac computing hardware and software.

Familiarity with Microsoft Azure and Office 365 environments.

Proficient in configuring, troubleshooting, and maintaining non-standard software and hardware solutions.

Experience managing client requests through ServiceNow or similar ITSM tool, adhering to SLA requirements.

Excellent communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders.

Ability to manage and lead projects independently.

Ability to lift 40 lbs or more.

PREFERRED:

Experience working with Enterprise software applications, computer hardware, printers, and other peripherals.

Knowledge of servers, networking, and modern operating systems, including Linux, Unix, macOS, and Windows.

Jamf Pro Certified Associate (Jamf 100 course), a plus.

A+, MCSA / MCSE or relevant Microsoft role-based certification(s), a plus.

Familiarity with administering Active Directory services, including user/group management and access control.

Must be excited and eager to engage in proactively solving difficult and unfamiliar technical issues.

PROCEDURE FOR CANDIDACY
Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.

Department

CCHL Technology Services

Position Type

Professional - Non-Faculty

Contact Information:

For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email talent@montclair.edu.

EEO/AA Statement

Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.

Additional information can be found on the website at 
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/

Title IX and 34 C.F.R. 106 Policy

Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities.  The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/