Job location: University Campus

Employment Type: Full-time
Posted data: 2020-10-21
Req: R4584
Job Description Summary

Client Technology Services (CTS) provides a central source of support for all Saint Leo University customers and users of information technology resources. CTS is staffed by Technology Support Specialist II staff who provide the second line of technical assistance to our customers. The Technical Support Specialist II requires a strong knowledge of incident and request management, software installation, remote and desk-side support, inventory management (CMDB) and processes related to intake, escalation, documentation, root cause and closure of incidents/requests. The Technical Support Specialist II will be responsible for communication between Analyst I teams and other IT teams such as Network, Server, Security, and Applications in resolving service tickets in a timely manner according to SLAs. Technical Support Specialist II must have excellent problem solving skills in order to diagnose, evaluate and resolve complex technical issues, or when appropriate, escalate or route them to appropriate IT staff members.

The Technical Support Specialist II will provide additional support to root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders. 

Job Description

Responsibilities:

• Escalation point for troubleshooting hardware and software issues

• Responsible for reviewing Help Desk incidents/requests for proper documentation

• Serve as an escalation point to enable/disable user accounts

• Escalation point to troubleshoot university network outages

• Escalation point to assist server team in disable/Enable user AD accounts

• Maintain and update solutions documents

• Coordinate field requests

• Work with engineering/development staff to determine solutions.

• Manage ticket queues and escalate incidents/requests to appropriate IT teams

• Support university students, staff, and faculty accessing university online classrooms, email, and University portal

• Provide second level support to university faculty, staff, and students for Windows and Mac OS environments.

• Installs and maintains PCs along with printer hardware and software, performs routine maintenance and applies vendor updates / patches

• Provides support to remote locations, escalates as necessary to the appropriate departments, technical resources and/or vendors.

• Work with and support the Information security, Server, Network and Applications teams

• Managing Video Conferencing solutions such as Polycom and Zoom

• Assisting new incoming staff with confirming correct accesses and training

• Inventory management and Configuration Management Database (CMDB)

• Performs ongoing activities to maintain and enhance overall system performance

• Reports to a project leader or manager

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Requires a bachelor's degree; CIS degree a plus.

• Required IT Fundamentals/CompTIA A+ or greater.

• Three to five years of hands-on experience working in an end-user desktop support role or computer operations environment required.

• Microsoft Office 2007 to 2016

• Vista, XP, Windows 7, Windows 8, Windows 10

• Windows Server 2003 and 2008 and 2012

• Remote Desktop support and Mobile devices

• Active Directory and Exchange

• Polycom bridge / Zoom video conferencing experience a plus

• CRESTRON system knowledge a plus.

• Advanced printer / peripheral device troubleshooting

• TCP/IP, DNS and DHCP

Skills:

• Excellent communication and customer service.

• Enterprise Client/server support experience.

• Installation and maintenance MAC/PC Operating systems and software applications, e.g. Windows 7. 8.x, 10 Microsoft O365, MAC OS 10.x, Adobe Creative Cloud,

• Physical layer troubleshooting of WLAN(802.11x)/LAN, DNS, switches, gateways, TCP/IP v4 & 6.

• General distributed hardware support of peripherals: printers, scanners, webcams, etc.

Abilities:

• Multitasking in a dynamic fast paced high stress environment.

• Adaptation to new and emerging technologies.

• De-escalations technics

ENVIRONMENT: 

The work environment characteristics described here are a representation of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.  The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office and University, handle various type of media and equipment, and visually or otherwise identify, observe and assess.   The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

NOTICE:

The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total specific duties and responsibilities of any particular position.  Employees may be directed to perform job-related tasks other than those specifically presented in this description.  Saint Leo University is an Equal Opportunity Employer and embraces diversity as a critical step in ensuring employee, student and graduate success.