Josh Lawrence
Hardware Support Specialist
jlawrence@reed.edu
Location: ETC 109
Hours: Monday - Friday, 8:30 am -noon and 1 pm - 5 pm
What I Do:
- Provide top-tier technical support to faculty, students, and staff for for Mac, Windows, and Linux/UNIX operating systems and applications
- Prepare, image, and deploy new and replacement computers used by employees and in academic spaces across campus
- Perform data migrations and assist end users with recovery from backups
- Assist with the management of the college鈥檚 fleet of Apple and Windows computers
- Consult with faculty & staff to support effective use of technology in teaching, research, and administrative work
- Assist with the recruiting, training, and mentoring of student employees
- Assist with the front-line support of computer hardware operations including repair intake, maintenance, and upgrades in line with department procedures
- Provide troubleshooting guidelines, repair diagnosis summaries, and cost quotes for college-owned and privately owned repairs
- Assist with lifecycle management of computing assets including receiving, assigning, configuring, delivering, retrieving, physically securing, erasing, and recycling college owned computing equipment
- Maintain currency with Apple computer repair certifications, computing components and underlying technologies, and peripherals
- Coordinate and perform data migrations and basic data recovery/restoration
- Responsibly retain, destroy, and document data in accordance with the college鈥檚 data handling and destruction guidelines
- Assist with the administration and maintenance of systems critical to Computer Hardware Services, including ticketing systems, Mobile Device Management (Jamf Pro), Apple School Manager, Apple Service Toolkit 2 (AST2), Global Service Exchange (GSX), Microsoft Deployment Toolkit/Windows Deployment Services
- Assist with specialized deployments, including consulting with users, specing out hardware and software to meet high-performance computing needs, and advising on secure computing practices.
- Assist with the development and documentation of Computer Hardware Services policies, procedures, and protocols
- Assist with the supervision of hardware services student workers, including hiring, training, and mentoring