Support Center Consultant

Support Center Consultant

Position Overview

The Support Center Consultant provides comprehensive technical support to faculty, staff, and students, ensuring timely and professional assistance with computer hardware, software, and audio-visual technology across campus. This role is integral to our Technology & Innovation (T&I) team, contributing to our mission of "removing barriers between people and Davidson's primary purpose."

Core Responsibilities

• Deliver exceptional customer service and technical support to end users
• Install, troubleshoot, and maintain computers, printers, A/V equipment, and related technologies
• Participate in the selection and allocation of new equipment
• Create documentation and conduct workshops to enable user self-service
• Support both college-owned technology and constituents' use of it
• Uphold the department's culture of collaboration, transparency, empathy, innovation, and accountability

Required Qualifications

• Associate's degree in a related field with minimum three years of desktop/user support experience, or equivalent combination of education and experience
• Experience working in a fast-paced, customer-focused technical support environment
• Proficiency in mixed-platform computing environments with integrated directory services (Active Directory)
• In-depth knowledge of Windows and Apple operating systems, including advanced troubleshooting skills
• Experience supporting mobile devices (iOS and Android) and connecting them to enterprise services
• Exceptional troubleshooting skills with hardware including desktops, laptops, tablets, projectors, and printers
• Experience supporting desktop and cloud-based services (Office 365, Microsoft Office, Google Apps, Adobe Creative Suite)
• Strong knowledge of IT security principles and best practices, including virus/malware remediation
• Experience with ticketing systems, knowledge bases, and other technical support tools
• Excellent communication, time management, and customer service skills
• Ability to work both independently and collaboratively
• Physical ability to move computer equipment and drive small motorized vehicles

Preferred Qualifications

• Industry certifications (CompTIA+, Apple, Microsoft)
• Experience with imaging technologies (JAMF, Windows Deployment Services)
• Experience supporting classroom A/V equipment and learning space technologies
• Knowledge of voicemail systems and wireless networks
• Experience creating user-friendly documentation, training materials, and support resources
• Experience with endpoint security and security incident investigation

What We're Looking For

We seek a high-energy, service-oriented technical support professional who is passionate about working with people and technology. The ideal candidate will demonstrate a strong commitment to user success, provide exceptional customer service, and possess outstanding prioritization, analytical, and problem-solving skills to deliver innovative, user-centered solutions.