On-Site Technology Support and Enablement Engineer

Engineering a world of possibilities

As an integral member of the IT Service Delivery team within Mines Information Technology (IT), the On-Site Technology Support and Enablement Engineer provides on-site technical support, consultation, installation, and configuration for university technology, including computers, software and cloud services, telephones, classroom and meeting-space audiovisual systems, scientific instrumentation, and deployed network equipment such as wireless access points.

This position delivers professional IT support to faculty, researchers, administrators, staff, and students by assessing needs, diagnosing complex technology issues, implementing solutions, and coordinating specialized assistance when required. In addition to resolving technical problems, the position uses customer interactions to understand how customers work, identify recurring technology barriers and avoidable manual steps, and coach customers on practical, secure, and accessible ways to use Mines-supported systems. This includes helping customers use approved artificial intelligence tools such as Microsoft Copilot and Google Gemini to save time and improve their work through effective prompting, lightweight automation, and basic agents for appropriate repeatable needs. The position also provides guidance on file organization, cloud storage and collaboration, communication and meeting tools, and built-in productivity and accessibility features, while connecting customers with additional training and support resources when needed. As a frequent first point of contact, the position maintains a trusted relationship between IT and its customers and shares recurring adoption and training needs with appropriate IT teams.

• This position works on campus in Golden, Colorado, five days per week.
• Support Service Functions

Engage with customers to offer exemplary customer service, as defined by industry best practice and Mines leadership.

Use theoretical and practical knowledge to provide high-level computing and technology management, advising, design, and support services to faculty, researchers, administrators, staff, students, visitors, and fellow IT professionals.

Evaluate client requests, assess current infrastructure, and devise solutions and options to best meet client needs.

Dialogue with clients, perform needs analyses as appropriate, diagnose symptoms, behaviors, and errors in complex networked computing environments, determine root causes, and design and develop permanent solutions or temporary workarounds if necessary.

Provide technical support, including installation and configuration, for classrooms, computer labs, conference rooms, and event spaces. This includes troubleshooting A/V equipment and the computers that integrate with the equipment. Identify and report room equipment improvements, replacements, and repairs that should be completed.

Provide live technology support for audio-visual equipment, computers, and systems for campus events as required during traditional business hours, off-hours, and weekends.

Install and support network devices such as wireless access points and telephones.

Facilitate virtual meetings and collaborations by providing support with available hardware and software across campus.

Provide support for live production, event capture, streaming, recording, and presentations on campus, including occasional support during non-core business hours.

Provide technical support in all computing environments used by higher education STEM institutions. This includes Windows, macOS, and Linux operating systems and the integration of advanced scientific instrumentation such as microscopes, spectrometers, and seismometers used to observe, collect, or analyze data.

Set priorities based on assessment of client need, availability, and urgency, along with impact to university operations and the resources required.

Resolve assigned problems and requests when possible and escalate issues that require specialized expertise, elevated access, or support from another area.

Respond to assigned tickets and assist team members with their tickets.

Provide support documentation for the Service Desk and other IT teams.

Collaborate with other subject matter experts for problem and issue resolution.

Coordinate communication between customers and senior technical staff when an issue requires advanced diagnosis, specialized expertise, or an enterprise-level decision.

Work with engineering creators when equipment or software is not functioning correctly, using clear and concise language so they can understand the problem.

Customer Technology Coaching and Enablement

Coach customers on using approved AI tools, including Microsoft Copilot and Google Gemini, to improve productivity, save time, enhance work quality, and streamline appropriate routine tasks. Help customers identify useful applications, develop effective prompts, evaluate outputs, and create basic agents for repeatable needs when appropriate.

Use support interactions to understand how customers complete their work, identify avoidable manual steps or recurring technology barriers, and teach practical, repeatable ways to use Mines-supported systems more effectively, efficiently, and securely.

Advise customers on everyday technology practices, tips, and shortcuts that reduce friction and protect their work, including file organization, cloud storage and backup, document recovery, secure file sharing, password and multifactor authentication practices, device synchronization, and live collaboration.

Teach customers how to make better use of campus-supported productivity and collaboration tools, including Microsoft 365, Teams, OneDrive, Google Workspace, and related applications. Coaching may include organizing email and calendars, improving virtual meetings, coauthoring documents, using templates and built-in automation, and applying accessibility features such as captions, accessible document practices, and assistive technology settings.

Identify recurring customer questions, workflow challenges, adoption barriers, and training needs; share trends with appropriate IT teams; and connect customers with relevant knowledge articles, workshops, consultations, or specialized support when additional guidance is needed.

Training and Team Support

Assist with management, mentoring, and training of student employees.

Provide supplemental Service Delivery team support such as answering incoming support requests via telephone and chat and providing walk-in support.

Keep apprised of all IT projects and environmental changes that may affect customers.

Maintain and update professional knowledge and skills relating to applicable technologies in a fast-changing environment.

Apply newly acquired knowledge to improve support practices, troubleshooting methods, customer guidance, and team procedures.

Share technical knowledge with team members through reusable documentation, demonstrations, presentations, and job sharing.

Minimum Qualifications

Bachelor’s degree in information technology, engineering, computer science, business, or related discipline. Individuals without a related degree may be considered if they demonstrate possession of the same knowledge level found in a degree but have attained advanced knowledge through a combination of work experience and intellectual instruction using a 1:1 substitution.

• •4+ years of experience in an IT service-related role which includes managing shifting priorities, demands, and timelines as well as executing tasks in a high-pressure environment.
• •Excellent customer service skills.

Advanced interpersonal, written, and oral communication skills including excellent reading comprehension, attention to detail, and awareness of tone and impact.

Ability to perform analysis, design, and problem solving in a complex environment.

High-level understanding of computer operating system