Technology Support Engineer (OIT) - 130878

Are you looking for a meaningful and exciting opportunity? BYU's Office of Information Technology (OIT) impacts thousands of students, faculty, and staff every day!  We use real-world, leading-edge technologies to support our nationally-ranked university while helping students with their experiential learning. We offer regular coaching and training to help build your skills and further your career. We want employees to maintain a great work-life balance, so we provide flexibility with scheduling and remote work when we can. OIT has a positive, caring environment that promotes collaboration, integrity, and fun.  

Job Summary 

The Technology Support Engineer will provide and supervise comprehensive technology support to the BYU Campus as a member of the Office of Information Technology Support Services Group.

This position builds trust between the Office of IT and campus customers by directing and implementing activities that will improve our customer service. We seek to understand our customers, courteously solve complex issues, continually develop our level of competence, and dedicate ourselves to providing the best in customer service. To accomplish this, we expect this position to exemplify exceptional leadership, management, organizational, and technical skills. 

What you do:  

In this position, you will apply the necessary conceptual and technical expertise and knowledge of supported BYU applications and services to facilitate optimum customer service in our technical support department. There are three main areas of focus: 1) supervising of part-time and student employees, 2) providing data to troubleshoot ongoing issues, and 3) optimizing the quality of support provided to campus.  

You will manage between 15 to 30 student employees and one or two ¾-time employees, including hiring, training, coaching, setting an example, pay rate recommendations, and other managerial processes. You will also assist employees with order fulfillment and resolution of issues that they cannot resolve on their own. 

You will also troubleshoot technical problems (or supervise the troubleshooting of technical problems by student employees). This includes taking charge of escalated issues from frustrated customers and resolving them, and working with individuals inside of OIT as needed to facilitate solutions. 

This position builds trust between the Office of IT and campus customers by directing and implementing legendary customer service. The Support Services team ensures that complete, competent, and courteous customer support is achieved for all assigned incidents related to campus IT services. 

What BYU can offer you:

• 22 vacation days and 12 sick days accrual  
• 13 calendar holidays 
• 401k matching
• No-cost participation in a retirement savings program
• Tuition benefits for you and your family
• Excellent medical/dental benefits
• Short- and long-term disability benefits
• Paid parental and maternity leave
• Wellness programs
• On-campus parking
• Free UTA passes for you and your dependents 
• Discounts at the BYU Store and on the many events at BYU 
• ...And much, much more.

What we are looking for:  

Education and Experience:   

This position provides an opportunity for people of varying levels of skill.  If you have a lot of education, experience, and skill, we compensate you accordingly.  If you are early in your career, this could be a great opportunity for you, too.  Different levels of pay are assigned by the hiring department depending on experience/education/skills and business needs.    

Entry Professional (Level 52): Associate's degree or 2 years combination of education and related experience. ($61,500 to $80,000 approximate starting salary range) 

Early Career Professional (Level 53): Bachelor's degree or 4 years of a combination of education and experience. Supervision experience preferred (part-time). ($69,000 to $89,500 approximate starting salary range) 

Professional (Level 54T): Bachelor's degree and two years of related experience required (or an equivalent combination of relevant education and experience). Supervision experience preferred (full-time or part-time). ($83,000 to $107,500 approximate starting salary range) 

Senior Professional (Level 55T): Bachelor's degree and 5 years of related experience required, or master's degree and three years of experience. A minimum of 2 years of technical supervisory experience is required (part-time or full-time) included in the general experience above. ($96,500 to $125,000 approximate starting salary range) 

Skills, abilities, or knowledge:  

You are not required to have knowledge and experience in all areas listed below. What you don¿t know we can teach you. We are seeking the most qualified candidates; the more you have, the more likely you are to be selected. Compensation will be commensurate with experience and skills.  

Technical Skills: 

• Ability to identify needs within the department and create documented processes. Follow through with the implementation of those processes.  
• Work closely with core support and operations team to better promote, improve and communicate the work that is being done within each of the groups.  
• Understanding of all core elements of computing including desktop and mobile hardware and operating systems software (Windows, macOS, iOS, Android, Linux, Hypervisors). 
• Knowledge of and experience with productivity, email, and collaboration tools. These include, but are not limited to: Microsoft Office, e-mail (particularly Outlook), and internet browsers. Ability to install, configure, maintain, and troubleshoot. 
• Understanding of how services connect to create complex systems. Understanding how different services integrate, possible synergies as well as incompatibilities. 
• Understand and help to support the education of viruses, malware, vulnerability assessment, detection, and remediation. Certificate installation and management. 
• Understanding of University backup systems, DR, and BC concepts. Understanding of communication technology, such as IP telephony, cell phones, smartphones, videoconferencing, and emerging trends. 
• Strong communication skills, working across campus to communicate and educate students and staff on OIT support initiatives. 
• Ability to work with despondent customers, helping to resolve issues and concerns, and being their advocate. 
• Work closely with portfolio directors and service managers to communicate operational data around service offerings.  
• Understanding of data and data analysis, overseeing a group of students who publish and produce analysis of operational data.   

Personal Skills: 

• Motivation 
• Communication 
• Collaboration 
• Productivity 
• Customer Service Skills 
• Organizational Management Skills 

Employee Class: Administrative
Work Location: Provo Campus
Desired Start Date: As soon as possible
Job Close Date: 04/24/2024
Pay Level: 52/53/54T/55T
Approximate Starting Salary: Depends on qualifications; see approximate starting salary ranges for each level in the "Education and Experience" section above
Documents Required at time of Application:
Required: Cover Letter, Resume
Members of The Church of Jesus Christ of Latter-day Saints must hold and be worthy to hold a current temple recommend.
Brigham Young University is an equal opportunity employer, including disability and protected veteran status.
Brigham Young University (BYU) is widely recognized not just for its world-class education, but for its deep commitment to inspired religious values. Gathered together in a Christ-centered atmosphere, BYU employees are a vital part of a community of belonging, where we value the experiences, perspectives, and talents of each individual. If you share in our devotion to faith and to excellence, we have a place for you here at BYU!