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Senior User Support Specialist

Information Technology

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.

Apply for this job

Reed College is committed to building a culturally inclusive community and a work environment that respects and inspires every person. Your unique skills, work history, cultural contributions, and lived experiences are essential to building this community. Members of historically marginalized groups including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ+ community, those who have served in the military, and members of other underrepresented communities are invited to apply.