The posting
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.
Primary Responsibilities:
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 systems (current and historical), programming concepts, data structures, diagnostic techniques, software engineering, networking, and communication methods.
- Working knowledge of Google Apps, Microsoft Office 365, MS Teams, Zoom, and other standard applications.
- Demonstrate a desire to support a variety of users with technology.
- Familiarity with use and support of web conferencing platforms.
- Basic understanding of audiovisual technologies including video conferencing, live lecture capture, control systems with touch panel user interfaces, digital signage, security cameras, and networked A/V.
- Knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing hardware and peripherals.
- Understanding complex networked environments (including the OSI model) utilizing centralized storage, physically distributed resources, authorization and authentication mechanisms, group policies, and advanced management.
- Demonstrate skill in instructing users on new or upgraded computer applications and hardware.
- Ability to coach users on practical applications of approved AI tools, including effective prompting, evaluation of outputs, and creation of basic agents for appropriate repeatable workflows.
- Ability to manage shifting priorities, demands, and timelines as well as execute tasks in a high-pressure environment.
PREFERRED QUALIFICATIONS
- Higher education experience.
- Demonstrated experience providing one-on-one support in a teaching and learning environment.
- Proficiency in responding to and managing support requests within a dedicated institutional system.
- Technical competence in one or more programming languages for AMX, Crestron, and Extron. The Certified Technology Specialist (CTS) certificate is desirable. Knowledge of EventsAir is a plus.
- Basic Linux support.
- Basic Microsoft Intune support.
- Basic JAMF MDM support.
Salary and Benefits:
$75,000 - $82,000 estimated annual salary
Mines takes into consideration a combination of candidate’s education, training and experience as well as the position’s scope and complexity, the discretion and latitude required in the role, work location, and external market and internal value when determining a salary level for potential new employees.
Colorado School of Mines offers a robust portfolio of benefits for all employees. For this role, that includes:
- Flexible health and dental care options
- Generous sick/vacation time: 1paid holidays per year – including a week-long winter break for entire campus.
- Fully vested retirement plan on first day of employment, with generous employer contribution
- Tuition benefits (6 credits per year for employees, 50 percent discount for dependents)
- Free RTD Ecopass
All Mines employees also have access to discount programs through the State of Colorado and free tickets for Mines Athletics home games, as well as access to the state of the art Recreation Center (fitness classes and training, swimming pool and more) and equipment rentals through the Outdoor Rec Center. We are proud to have recently opened an on campus daycare center. For more details about benefits at Mines, visit mines.edu/human-resources/benefits.
How to Apply
Complete an online application (personal information, demographic information, veteran
status)
- Upload a resume or CV
- Upload a cover letter
Candidates must be currently authorized to work in the United States. Visa sponsorship is not available for this position now nor in the future.
This posting may be used to fill more than one vacancy based on business needs.
References will not be contacted until later in the selection process and you will be informed before that contact is made.
This posting will close at 11:59 p.m. on November 17, 2026. Applications will not be accepted after that date.
Successful completion of a background investigation is required for this position.
About Mines & Golden, CO
When the world looks for answers, the world looks to Mines.
Colorado School of Mines is a top-ranked public university solving the grand challenges facing our society, particularly those related to the Earth, energy and the environment. Founded in 1874 with specialties in mining and metallurgy, Mines’ scope and mission have continually expanded to meet the needs of industry and society.
Mines graduates are change makers, boundary breakers and problem solvers. Since our earliest days, a Mines education has been and continues to be a transformational opportunity, with one of the strongest returns on investment out there for talented STEM students of all backgrounds.
At the same time, Mines faculty members are pushing their fields in new directions, whether that’s manufacturing, space resources, quantum engineering, carbon capture or more. Mines was recently classified as a R1 “Very High Activity” research institution by Carnegie, a notable feat for any university but particularly one of our size.
That size – roughly 8,200 undergraduate and graduate students – also translates to a close-knit campus community, where employees have opportunities to get involved in multiple ways, continued professional learning is valued and everyone can make an impact.
Community Alliance groups bring together employees for professional development, networking, and community involvement, and all Mines employees also have access to the wealth of activities happening every day on campus – nationally-renowned speakers, special events and Mines traditions like Engineering Days, just to name a few.
And don’t get us started on our hometown. We are located in the heart of Golden, Colorado --with its charming historic downtown and nearby hiking trails – and in close proximity to all that Denver and the Rocky Mountains have to offer. That includes the sunny, high-altitude climate and outstanding outdoor recreation opportunities that make the Denver area an ideal place to live, work and play.
Are you looking for an inspiring, mission-driven workplace where you can contribute to solving the world’s problems and educating the next generation of change makers? Are you an individual who values a community where our individual perspectives and experiences enrich the educational and work experience?
Look to Mines.
Additional Information and Reasonable Accommodation Requests It is the intent of Mines to comply with the applicable requirements of the Americans with Disabilities Act and the Americans with Disabilities Act Amendments Act of 2008, and their implementation rules and regulations, in support of equal opportunities for qualified applicants with disabilities. To meet this goal, Mines will make reasonable accommodations during the employment selection process and within our working environment.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on our site as a result of your disability. You can request a reasonable accommodation by contacting our Human Resources team at [email protected] or 303.273.3250 for assistance.
Successful completion of a background investigation may be required for this position.
Equal Opportunity
Colorado School of Mines is committed to equal opportunity for all persons. Mines does not discriminate on the basis of age, sex, gender (including gender identity and gender expression), ancestry, creed, marital status, race, ethnicity, religion, national origin, disability, sexual orientation, genetic information, veteran status or current military service. Further, Mines does not retaliate against community members for filing complaints regarding or implicating any of these protected statuses.
Mines’ commitment to nondiscrimination, equal opportunity and equal access is reflected in the administration of its policies, procedures, programs and activities and in its efforts to achieve a talented student body and workforce.
Through its policies, procedures and resources, Mines complies with federal law, Colorado state law, administrative regulations, executive orders and other legal requirements to prevent discrimination (including harassment or retaliation) within the Mines campus community and to address potential allegations of inequality or concerns for safety.
Colorado's premier engineering and applied science university for 150 years and counting
