Position Summary:
The Sr IT Support Specialist position is expected to provide exceptional managed IT services to our clients and employees. Primary responsibilities include providing computer support to students, faculty, and staff which includes PC, server, LAN, telephony and software support.
The Sr IT Support Specialist also provides escalated support to the Personal Support Center on a rotating basis. The support department runs 24x7x365 and the IT Support Specialist may be required to provide support outside of regular office hours or at off-site locations. Assignments of duties and daily tasks can change on a regular basis and focus can be reflected in a change in accounts supported. The IT Support Specialist is managed on their performance, customer service, continued commitment to success and learning.
Primary Responsibilities, Essential Functions and Requirements:
Communication & Professionalism:
The Sr IT Support Specialist’s role is one that supports various clientele in technical scenarios. Maintaining excellent customer service and professional communication is critical to the success of individuals within this position.
- Be accountable for seeing assigned cases and tasks to completion by providing detailed documentation of troubleshooting steps taken for each support request to eliminate repetitive steps. After completion, ensure user needs are met, and the issue(s) is fully resolved.
- Ensure professional and respectful communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences.
Technical Support:
- Maintain and support Windows PC and MAC technology related equipment.
- Diagnose and repair telecom / networking infrastructure leveraging Network team for guidance.
- Develop Standard Operating Procedures, FAQs and maintain knowledgebase.
- Support of AD and Exchange user accounts.
- Maintain a current inventory of all technology-related equipment.
- Participate in departmental, program area and partner meetings.
- Be available in the event of outages and urgent needs (may be after hours).
- Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security-related issues.
- Reduce the risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.
- Be accountable for the upkeep, maintenance, troubleshooting and repair of all supported A/V Implementations. Including but not limited to Projectors, TVs, Smart Screens, Audio Equipment, Computers, Tablets, and other technology devices that integrate or are used in conjunction with A/V implementations.
- Strong knowledge of audio-visual equipment which may include sound boards, mixers, audio amplifiers, speakers, video switchers, projection, cameras, microphones and cabling.
Requirements
Experience and Qualifications:
- Minimum 2 years’ experience supporting Windows & MAC operating systems in a corporation environment
- Thorough knowledge of Windows desktop operating systems and basic office applications
- Experience administering user and group objects in Active Directory
- Experience administering Exchange mailboxes
- Experience with desktop imaging tools (SCCM is a preferred)
- Experience supporting Windows server platforms a plus
- Experience working with Group Policies, scripting and SCCM is a plus
- Experience supporting Cisco IP phones and Call Manager a plus
- Ability to provide after-hours support
- Strong interpersonal, communication and relationship building skills with the ability to be assertive, diplomatic and tactful with a diverse population group
- Attention to detail, systems processes and organizational skills
- Strong analytical and problem-solving skills
- Self-starter with the ability to work independently as well as in a team environment
- In-Depth experience with various Audio-Visual implementations and assessments along with actively coordinating with vendors and installation
Value Added Skills:
- Mixing livestreams and hosted video events
- Video post-production a bonus
Education, Certifications and Licensures:
- Four year or two-year degree is preferred; equivalent work experience is acceptable.
