Arcadia University

The Hardware and Technical Specialist (HTS) at Arcadia University is a key member of a dynamic ITSS team and will be responsible for performing remote and in-person support for various software and hardware solutions. This role combines strong technical skills with an emphasis on delivering a high level of customer service to the University's community of users. In addition to supporting the efforts of the ITSS team, the HTS will be responsible for tracking software and hardware deployed within the Arcadia technology environment. This includes: working with colleagues and vendors to ensure appropriate licensing and service support, streamlining processes for tracking, hardware refresh, imaging, and software updates.

Arcadia University is a top-ranked private University in Greater Philadelphia that provides a JEDI (Justice, Equity, Diversity, Inclusion)- and values-based educational experience that keeps students at the center of all its efforts. The Institute of International Education has ranked Arcadia first nationally in study abroad for 10 of the last 11 years, and the Princeton Review has ranked Arcadia among the "Best in the Northeast" for seven consecutive years. The University's Physical Therapy and Physician Assistant programs are nationally ranked in their respective categories by U.S. News & World Report, which ranks Arcadia among the top 25 percent in its category and cites Arcadia for being among the "most innovative" and "best value" colleges. Approximately 3,700 students study at Arcadia, with 2,300 undergraduate students choosing from more than 65 fields of study. Arcadia promises a distinctively global, integrative, and personal learning experience that prepares students to contribute and lead in a diverse and dynamic world. Visit

Applications must be submitted online through Arcadia's Human Resources portal to receive full consideration. Please do not email application materials to the hiring manager. Due to the volume of applications received, communication will generally be limited to candidates selected for additional consideration.

For additional information and to apply, please visit: and upload a cover letter, resume, and names and phone numbers of three professional references.

Application review will begin immediately. Posting will be removed from the website once we've established a sufficient talent pool for consideration.

At Arcadia University, our JEDI principles of Justice, Equity, Diversity, and Inclusion are the foundation of our highly-regarded, values-based learning community, which reflects the world in which we want to live. As such, Arcadia actively seeks and welcomes candidates of diverse backgrounds and abilities. Arcadia prohibits discrimination against individuals on the basis of ethnicity, national origin, ancestry, race, color, religion, creed, sex, gender, marital status, affectional or sexual orientation, age, gender identity, military or military veteran status, disability, family medical or genetic information, or any other legally protected characteristic. All offers of employment are conditional based on the successful completion of a background check. Employment may not begin until the University accepts the results of the background check.

Essential Functions:

  • Keep an up to date inventory of all University-owned technology devices. The inventory should help inform in an intuitive and reliable way the refresh dates, both past and upcoming. The inventory should also help identify special builds and other exceptions. Take ownership of the appropriate execution of the computer replacements as per the Computer Replacement Policy and SLA. Work with the Director of ITSS to Streamline and lead the computer replacement process with clearly outlined dates for deployment groups, communication plans, and post-deployment check-ins. The deployments should be streamlined for maximum efficiency in terms of time and effort. The deployments should also be designed to create the least amount of disruptions to the customer.
  • Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting, and/or repair of computers (PC/MAC, laptops/desktops), video-conference devices, phones, notebooks, printers, and associated peripherals. This includes the tracking of the computers that are coming out of circulation and performing HDD wipes.
  • Reviews troubleshoot and approve operational quality desktops, notebooks, printers, and associated peripherals. Performs troubleshooting, parts replacement, system upgrades, basic deployment, and repair on desktops/notebooks/ printers. Identifies potential issues that could adversely impact end-user experience and takes proactive and corrective action.
  • Liaise with vendors for warranty replacement of computers and/or parts. Serves as liaison with various functional and academic units on administrative and technical matters. Participate actively in the development of clear procedures, documentation, and knowledge base with an unwavering focus on enhancing customer experience. Provide training to faculty, staff, and students on the basic use of University-owned and supported technology equipment and productivity software.
  • Troubleshoot and track problems with on-site hardware, including computers, printers (including 3D), and scanners including supported applications. Assess monthly, quarterly and annual metrics, ensuring accurate record-keeping practices are maintained.
  • Adjusts to multiple demands and shifting priorities; accepts responsibility for results of actions. Responsible for providing timely, accurate, courteous, and satisfactory resolutions to issues reported by various University stakeholders. These issues will be tracked and managed through the Help Desk software (Zendesk). Interface with end-users via phone, email, video conferencing, or in-person to fully understand and document issues and provide Tier 1 or occasionally Tier 2 support.
  • Have a well-rounded knowledge of the policies and procedures as it pertains to IT and the University. Works with the ITSS team and other teams within IT to support the achievement of project milestones and deliver on internal and/or external commitments.

Marginal Functions:

  • Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.

Required Knowledge, Skills and Abilities:

  • Excellent interpersonal and oral communication skills.
  • Ability to work with faculty members, staff and administrators.
  • Well-developed multitasking and organizational skills.
  • Ability to prioritize and exercise independent judgment.
  • Demonstrated resourcefulness and the ability to use initiative and to learn new skills.
  • Accuracy and attention to detail.
  • Ability to handle confidential information and materials.
  • Strong troubleshooting skills
  • Understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment
  • Knowledge of processes and resources required to perform analytical and technical tasks on PC systems • Windows Operating System
  • Mac/Apple support and experience helpful
  • Ability to physically perform general office requirements including equipment removal and installation in many diverse office environments
  • Someone who enjoys technology and working with people.
  • An individual who has an interest in a broad spectrum of technology and can grow that skill set with minimal guidance.
  • A background in technology service and support where the expected quality level was high to elite.
  • Familiarity working with third-party software content platforms.

Minimum Requirements:

  • Associate's degree (Bachelor's Degree Preferred) in a related field and two years of relevant work experience;
  • Or, an equivalent combination of education and experience is required.
  • Appropriate certifications and/or equivalent combination of training and experience in broad and demanding support environments

Arcadia University requires all employees to be fully vaccinated with a COVID-19 vaccine by your employment start date. Arcadia will consider requests for exemptions from the vaccination policy due to medical condition or religious belief. You will be required to provide proof of vaccination at the time of hire and/or on your first day of employment. Our vaccination protocols are subject to applicable laws and will be updated from time to time to reflect evolving conditions and federal, state, local, and other applicable health and safety guidelines.

Arcadia University
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