Senior User Support Specialist

Website Reed College

The Senior User Support Specialist provides high level technical support to the students, faculty, and staff at the college. Working closely with others in Computer User Services, the Senior User Support Specialist performs a key role in the lifecycle of college-owned computers and educates the community on safe computing practices. This includes physical repair, troubleshooting, deployment, and management of college-owned devices. The Senior User Support Specialist works closely with student employees, mentoring and guiding them through their work. This position works on the Computer Hardware Services team within the Computer User Services department and reports to the Director of Computer User Services. This is not a remote position.

Reed College offers an exceptional benefits package, including a comprehensive and cost-free medical and dental insurance option for you (Reed pays 60% on medical and dental insurance premiums for your dependent), 403(b) retirement plan with 10% employer contribution (after one year of service), educational assistance for employees and their children, 22 days of paid vacation, paid holidays, half-day Fridays in the summer, and many other campus amenities. This is a full-time, exempt role with typical work hours of 8:30 a.m. to 5:00 p.m. with a one hour unpaid lunch. This is an exempt position on a grade 6. Salary for this position is $66,000-$70,000 per year. Pay offers are dependent on experience and are determined in conjunction with an internal pay equity assessment.

Who You Are

You possess excellent communication and interpersonal skills and are friendly and approachable
You remain calm and clear-headed under pressure
You enjoy collaborative work and are also able to work independently
You possess a willingness to learn new skills and information quickly and mentor and teach others
Your attention to detail is high and you understand the importance of getting the details correct
You enjoy troubleshooting and solving technology problems
You are able to manage complex technical systems and internal processes
You possess excellent organizational and self-management skills and the ability to prioritize
You are adaptable in a quickly-changing environment
You take initiative and are internally motivated 
You have experience providing support in an enterprise environment
You have deep knowledgeable of macOS, Windows, and Linux operating systems, computer components/repair, and networking fundamentals (IP addresses, MAC addresses, basic network troubleshooting)

What You’ll Do

Provide technical support for faculty, staff, and students (in person, via phone, and email) including hardware, OS, application, and network troubleshooting
Assist with the provisioning, deployment, and management of Mac and Windows computers used by employees and in academic spaces across campus
Consult with faculty and staff to support effective use of technology in teaching, research, and administrative work
Perform maintenance, upgrades, and repairs of computing equipment
Provide troubleshooting guidelines, repair diagnosis summaries, and cost quotes for college-owned and privately owned repairs
Assist with lifecycle management of computing assets including receiving, assigning, configuring, delivering, retrieving, physically securing, erasing, and recycling college-owned computing equipment
Maintain currency with Apple computer repair certifications, computing components and underlying technologies, and peripherals
Coordinate and perform data migrations and basic data recovery/restoration
Retain, destroy, and document data in accordance with the college’s data handling and destruction guidelines
Assist with the mentoring and training of student workers

Minimum Qualifications
4 years of relevant technical experience
Apple certified in hardware repair of devices or ability to become certified in 6 months 

Preferred Qualifications
Deep knowledge of computer hardware and repair best practices
Experience supporting and managing Mac OS, Windows, and Linux

Application Instructions
Click below to apply. You will be directed to Interfolio to create a free account and begin your application. A resume and cover letter are required. You can submit these documents in any format, but pdf works best. 

Applications will be considered as they are submitted so you are encouraged to apply early. 

Reed College replies to every candidate. We will confirm that your application is received, and if you are not selected, we will let you know as soon as possible.

To apply for this job please visit

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