Senior IT Support Specialist

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.

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.