Faculty Recruiting Support CICS

Hardware Engineer

About UMass Amherst 

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region. 

 

Job Summary 

Under the direction of the Sr. Hardware Engineer, the Hardware Engineer has responsibility for providing hardware support for the College of Information and Computer Sciences (CICS) computing and networking infrastructure. The position installs, configures, troubleshoots servers, personal computers, and data center equipment, performs hardware maintenance on computing systems and network equipment and provides customer support to college faculty and staff by resolving hardware issues.  

 

Essential Functions 

  • Performs installation, fault diagnosis, and board-level repair for a wide variety of state-of-the-art computers including personal computers, workstations, multiuser systems, and specialized multiprocessor systems. 
  • Installs, configures, and maintains computer hardware, including servers in data center racks, wireless computer network equipment and conducts preventive and remedial maintenance.
  • Supports students, faculty, and staff by analyzing, troubleshooting, and diagnosing hardware problems. Responds to inquiries and troubleshoots and resolves challenging issues independently. Consults with users to clarify needs and escalates inquiries when necessary. 
  • Responsible for the installation and maintenance of network cabling, jacks, and patch panels. 
  • Designs, develops, and builds specialized electronic circuits for projects. 
  • Designs and fabricates specialized metal, wood, and electronic solutions. 
  • Completes detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates and individuals involved. 
  • Manages a team of undergraduate students for network cabling installations and other specialized projects. 
  • Creates training materials pertaining to computer troubleshooting and usage. 
  • Stays current with established and emerging technology standards and protocols, operation systems, software applications, cloud platforms, hardware platforms and peripherals, security, programming languages and industry certifications. Researches, tests, and assesses new technologies for potential use and implementation. 
  • Acts as the initial point of contact for hardware-related concerns from faculty, students, and staff in CICS. 
  • Organizes and files documentation pertaining to warranties and instructional guides for computer hardware. 

 

Other Functions 

  • Performs other related duties as assigned. 

 

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure) 

  • High school diploma or equivalent and at least four (4) years of experience with hardware troubleshooting and repair and installation and configuration of laptops, workstations, and mobile devices. An associate's degree may be substituted for two (2) years of the required experience.
  • Experience in a heavy customer-focused position involving technical knowledge of the organization's hardware products and services. 
  • Experience with electronic and fiber optic test equipment, including; installing and maintaining network cabling infrastructure including Cat 6A and fiber optic. 
  • Experience with component level troubleshooting and repair of circuit boards. 
  • Knowledge of local area network hardware and operations. 
  • Extensive experience working with different operating systems including Windows and Mac OS, particularly from a hardware troubleshooting standpoint.
  • Intermediate expertise with email and calendar systems such as iCal, Outlook, or Google.
  • Ability to accept constructive feedback regarding customer experience with hardware and IT services. 
  • Comfortable working in and assisting others through company help desk software and other remote access desktop programs. 
  • Strong oral and written communication skills. Ability to explain technical jargon to a non-technical audience, use tact, and maintain protection of private and secured information. 
  • Strong organizational skills with the ability to prioritize work and complete assignments in an efficient and effective manner, balancing the demands of concurrent and potentially competing projects.  
  • Strong interpersonal and open communication skills with the ability to interact effectively and create and maintain harmonious relationships with a diverse population of staff, faculty, students, and off-campus constituents. 
  • Independent initiative. Must be able to stay on task and work productively with a minimal amount of supervision or guidance. Willingness to take on a variety of tasks related to the successful operation of the Computer Science Computing Facility and the College as appropriate. The ability to adapt and work effectively as the College grows and evolves. Ability to work effectively and collegially under pressure.  
  • The ability to think through problems, identify key factors and underlying causes of hardware failures, and seek out information to generate solutions or propose potential alternatives. 
  • Ability to exercise sound judgment and integrity and maintain confidentiality. 

 

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure) 

  • Knowledge of computer operations, computer hardware, analog-video electronics, and digital prototype construction. 
  • Industry-specific certification in relevant hardware technologies such as Apple hardware certification, Dell certification, or CompTIA A+. 
  • Experience with fabrication using plastic, metal, or wood. 
  • Experience managing other hardware technicians.  
  • Experience with word processing software such as Microsoft Word or Google Docs, spreadsheets such as Microsoft Excel or Google Sheets, and file organization software such as Google Drive or OneDrive. 

 

Physical Demands/Working Conditions 

  • Ability to push/pull/lift objects up to 50 pounds. 
  • Ability to climb a ladder and work on wiring/equipment overhead. 

 

Work Schedule 

  • Monday - Friday, 9 am - 5 pm. 
  • Must work occasional nights and weekends. 

   

Salary Information 

Level 25 

PSU Hiring Ranges  

 

Special Instructions to Applicants 

Along with the application, please submit a resume, cover letter and contact information for three (3) professional references. The search will remain open until filled.

To apply, please follow this link: https://careers.umass.edu/amherst/en-us/job/517570/hardware-engineer-cics

 

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.