Technical Support Engineer

OVERVIEW

The University of St. Thomas invites qualified candidates to apply for a Technical Support Partner (DOSS) position within the department for Innovation & Technology Services.

The University of St. Thomas embraces belonging and equal opportunity for all. Our convictions of dignity, diversity and personal attention call us to embody and champion an inclusive environment.  The University is an Equal Employment Opportunity Employer (EEO).  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran, or other protected characteristic.  This commitment to inclusion and equal opportunity is consistent with our mission: Inspired by Catholic intellectual tradition, the University of St. Thomas educates students to be morally responsible leaders who think critically, act wisely, and work skillfully to advance the common good.  A successful candidate will possess a commitment to the ideals of this mission.

JOIN OUR COMMUNITY

The University of St. Thomas offers a competitive and comprehensive benefits program, which includes:

• Tuition Remission for employees, spouses, and dependents
• Generous Retirement Contributions to support your future
• Comprehensive Health Coverage including medical, dental, and vision
• Fully Paid Insurance: disability, life, and AD&D
• Paid Parental Leave to support growing families

Salary Range: $60,000 to $75,000

The University of St. Thomas has provided a salary range that represents its good faith estimate of what the University may pay for the position at the time of posting. The specific salary offered will be determined based on factors such as the qualifications of the selected candidate, departmental budget, internal salary equity considerations, and available market information.

JOB SUMMARY

The Technical Support Partner (Departmental Owned Systems Support or “DOSS”) position serves as the critical liaison between Information Technology Services (ITS) and university departments to ensure proper governance, documentation, and support of all non-enterprise and departmental-owned systems. This role is responsible for developing and maintaining formal support frameworks that define responsibilities, escalation paths, vendor coordination, and lifecycle management plans.

Working closely with departmental stakeholders, this role documents system purpose, usage, and ownership, producing clear knowledge base articles and maintaining accurate inventory records within the ITS database. The position plays a key role in the Technology Intake Process (TIP), evaluating new technology requests to identify ownership boundaries, support requirements, and risk considerations before procurement or implementation.

The incumbent also participates as an ITS representative on implementation projects, ensuring that support agreements, lifecycle documentation, and knowledge resources are finalized prior to go-live. Additionally, this role provides on-site technical support and vendor coordination, verifying that departmental systems are properly installed, integrated, and supported within the campus environment.

By establishing consistent governance practices, maintaining transparent documentation, and aligning departmental systems with ITS standards, the DOSS role strengthens institutional accountability, reduces unmanaged technology risk, and enhances service reliability across all university business units.

ESSENTIAL FUNCTIONS

Develop and Maintain Support Frameworks

• Create and sustain formal agreements between ITS and departments defining support roles, escalation paths, vendor expectations, and lifecycle management procedures.
• Meet with department stakeholders annually to review and update agreements to ensure continued alignment with ITS support processes.

Document Existing Departmental Systems

• Collaborate with departments to identify and document all non-enterprise and departmental-owned systems.
• Record system purpose, scope, and business function.
• Develop and publish knowledge base articles describing system functionality and support channels.

Maintain System Inventory Records

• Collect and validate technical and operational metadata for all departmental systems.
• Enter and maintain data within the ITS system inventory database.
• Perform regular audits to ensure accuracy and completeness.

Represent DOSS in the Technology Intake Process (TIP)

• Evaluate new technology requests to determine system ownership, support requirements, and ITS impacts.
• Draft preliminary support agreements prior to procurement.
• Advise departments on supportability and integration with the ITS environment.

Serve as ITS Support Representative on Implementation Projects

• Participate as a stakeholder representing ITS in project planning and implementation. 
• Document support agreements, lifecycle plans, and knowledge resources before systems go live.  Ensure that vendor agreements, escalation plans, and support responsibilities are understood by the department.
• Ensure all information is entered into the knowledge base and inventory prior to deployment.

Provide On-Site Technical and Vendor Support

• Act as the on-site ITS contact for departmental systems.
• Coordinate and assist with vendor installation, maintenance, and troubleshooting activities.
• Verify system integration and performance within the campus environment.

Ensure Governance and Risk Reduction

• Identify and bring unmanaged or unsupported technologies under documented governance.
• Promote transparency between ITS and departments regarding system responsibilities.
• Reduce operational risk through proactive documentation and consistent support alignment.

QUALIFICATIONS

Minimum Qualifications

• Bachelor’s degree

• Five years of experience working in technology support

HOW TO APPLY

All interested candidates must apply online at https://www.stthomas.edu/jobs/. Follow the instructions to complete an online application which includes creating or updating an applicant profile, uploading a resume, and completing a job specific application.

In light of its commitment to create and maintain a safe learning and working environment, employment with the University of St. Thomas requires consent and successful completion of a background screening.

Official job posting is available at www.stthomas.edu/jobs.