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…