Technical Support Specialist

Profile

\u003cp\u003eAdler U is currently recruiting for an experienced professional Technical Support Specialist. The Technical Support Specialist is responsible for supporting Adler University faculty, staff, and student technology requests as well as providing Audio/Visual equipment usage and content production assistance to faculty, staff, and students.\u003c/p\u003e
\u003cp\u003eThis position will work closely with other members of the Technology department to diagnose and resolve user problems, questions and inquiries ensuring that procedures are aligned with established University policies and enterprise best-practices (ITIL).\u0026nbsp; The Technical Support Specialist must be an experienced, self-motivated individual who is committed to delivering an outstanding customer support experience and should have a strong technical understanding of enterprise hardware, applications and networked systems.\u0026nbsp; The candidate is also expected to be sensitive to the various needs and abilities of users and should possess excellent problem-solving, communication and interpersonal skills, along with patience and a positive, customer-friendly attitude.\u003c/p\u003e
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\u003ch4\u003e\u003cstrong\u003eQualifications\u003c/strong\u003e\u003c/h4\u003e
\u003cp\u003e\u003cstrong\u003eEducation/Experience: \u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eA bachelor\u0027s degree in Computer Science, Information systems or the equivalent combination of education, training and experience from which comparable skills can be acquired.\u003c/li\u003e
\u003cli\u003eA minimum of two (2) years of progressive work experience in enterprise networked systems support\u003c/li\u003e
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\u003cp\u003e\u003cstrong\u003eCertifications/Licenses:\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eOne of the following certifications (or higher) preferred: HDI, MCSE, CCNA, MCP, A , ITIL Foundations\u003c/li\u003e
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\u003cp\u003e\u003cstrong\u003eKnowledge/Skills/Abilities\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003e\u003cspan\u003eCommitment to diversity and building an inclusive community.\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eDemonstrated experience in workstation hardware troubleshooting techniques.\u003c/span\u003e\u003cspan\u003e\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eDemonstrated experience with network security and recovery tools and systems (Symantec Endpoint Protection, Windows system recovery tools, operating system imaging tools, etc.)\u003c/span\u003e\u003cspan\u003e\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eDemonstrated experience with AV / production systems use\u003c/span\u003e\u003cspan\u003e\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eExperience in implementing technology lifecycles and refresh processes.\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eAdvanced knowledge and experience in the following technologies: Microsoft Active Directory, Office 365, Azure AD, SharePoint, VoIP, Citrix, VDI, etc.\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eDemonstrated experience in supporting and troubleshooting the Windows 10, macOS and iOS operating systems.\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eDemonstrated experience supporting audio/visual technologies in an academic or corporate environment\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eDemonstrated experience in support and troubleshooting of standard office productivity applications and tools (Microsoft Office 365, Adobe Acrobat, etc.)\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eStrong analytical, assessment and organizational skills\u003c/span\u003e\u003c/li\u003e
\u003cli\u003eAbility to investigative skills to identify and diagnose complex, non-intuitive technical problems\u0026nbsp;\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eAbility to think strategically and effectively analyze data and implement data-informed decisions\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eAbility to consistently identify opportunities for improvement and make recommendations based on observations\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eAbility to proactively identify challenges and barriers to stated objective and employ assistance in addressing these\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eStrong collaboration acumen and abilities\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eDemonstration of Emotional Intelligence and professional maturity\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eStrong communication acumen including written, oral, and listening\u003c/span\u003e\u003c/li\u003e
\u003cli\u003e\u003cspan\u003eWillingness to work evening and extended hours as needed\u003c/span\u003e\u003c/li\u003e
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\u003ch4\u003e\u003cstrong\u003ePrincipal Responsibilities\u003c/strong\u003e\u003c/h4\u003e
\u003cp\u003e\u003cstrong\u003eEssential Duties \u0026amp; Responsibilities:\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eProvides technical support for all students, faculty and staff using Office 365, computers, mobile devices, Ellucian Colleague ERP, Canvas LMS, A/V and various proprietary applications desk-side and via phone or email.\u003c/li\u003e
\u003cli\u003ePerforms regular configuration administration, operating system / application installation and updates, threat scanning analysis to ensure optimum computer workstation performance and integration with classroom AV equipment.\u003c/li\u003e
\u003cli\u003eManage networked and standalone printer maintenance/cleaning schedules, jams/problem resolution, as well as consumables inventory, recycling, and re-supply\u003c/li\u003e
\u003cli\u003eWork with asset tracking system to ensure accurate and updated inventory information on all workstations, printers, equipment, etc.\u003c/li\u003e
\u003cli\u003eEnsures timely completion of Service Desk incident tickets, service requests and maintenance of ticketing queue in alignment with team service level agreement objectives\u003c/li\u003e
\u003cli\u003eAssist faculty, staff, students with AV support needs, recording / production assistance of classroom activities and other events, training and usage of videoconferencing systems and conference rooms.\u003c/li\u003e
\u003cli\u003eSupports VoIP telephone system end user issues such as moving extensions and voicemail configuration.\u003c/li\u003e
\u003cli\u003eTroubleshoot wired and wireless network connectivity issues university wide.\u003c/li\u003e
\u003cli\u003eHelps to develop and maintain documentation for procedures and troubleshooting.\u003c/li\u003e
\u003cli\u003eCoordinates and delivers end user training workshops as needed.\u003c/li\u003e
\u003cli\u003eAssisting with hardware deployment and management for faculty, staff and students.\u003c/li\u003e
\u003cli\u003eOther duties and projects as assigned or needed.\u003c/li\u003e
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\u003cp\u003e\u003cstrong\u003eAdler U Benefits:\u0026nbsp;\u003cbr /\u003e\u003c/strong\u003e\u003cstrong\u003eOur institution provides a comprehensive benefit package for full time staff/ faculty which includes health, dental, vision, supplemental life insurance, EAP, STD/LTD and a 403b retirement plan. Vacation and sick time with 13 paid holidays off included in our PTO compensation package. We embrace and encourage continued education through our Tuition Reimbursement / Professional Development Benefit Program.\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eCOVID-19 considerations:\u0026nbsp;\u003c/strong\u003eThe health and safety of our staff/faculty and their families, as well as our stakeholders, potential candidates, and the communities we serve, are of the utmost importance. Due to the COVID-19 pandemic, this role will temporarily be performed remotely. The successful candidate will train and work from home until such time as it is determined that role will return to the campus full-time.\u003c/p\u003e
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\u003cp\u003e\u003cstrong\u003eAPPLICATION PROCESS:\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eApplicants should electronically submit a complete application including: a cover letter addressing qualifications and interests, as well as a resume.\u003c/li\u003e
\u003cli\u003eReview of applications will begin immediately and continue until the position has been filled.\u003c/li\u003e
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\u003cp\u003e\u003cstrong\u003e\u003cem\u003eEqual Opportunity Employer\u003c/em\u003e\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003cem\u003eIt is the policy of Adler University that all persons are entitled to Equal Employment Opportunity (EEO) protection. The University does not discriminate against any individual for employment because of age, religion, race, color, gender, gender identity, sexual orientation, national origin, ancestry, marital status, physical or mental disability, military status (including unfavorable discharge from the military), or any other category protected by federal, state, or local law.\u0026nbsp;\u003c/em\u003e\u003cspan\u003e\u003cem\u003eAs part of the Adler\u0027s equal employment opportunity policy, Adler will also take affirmative action\u0026nbsp;to ensure that minority group individuals, females, disabled veterans, recently separated veterans, other protected veterans, Armed Forces service medal veterans, and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.\u003c/em\u003e\u003c/span\u003e\u003c/p\u003e
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Company info

Adler School of Professional Psychology
Website : http://www.adler.edu