IT Support Consultant/Senior IT Support Consultant

Brown University•Searchlight, NV

2d•Hybrid

About The Position

The IT Support Consultant/Senior IT Support Consultant provides advanced application, operating system, desktop and mobile hardware, audiovisual, and other technology support to the University community via a combination of on-site assistance, device/endpoint management, remote troubleshooting and remote access tools. Works with administrative, academic, and research departments/centers to resolve computing issues and maintain Brown computing/mobile equipment for departments throughout their full lifecycle. Maintains service relationships with department leaders and customers. Balances and prioritizes service to multiple assigned primary departments, with a high degree of responsiveness and partnership. Supports other IT Support Consultants and other OIT departments for projects, moves, and cross-coverage of sick/vacation. Provides escalation support and on-site response for Help Desk issues. Works independently and utilizes a variety of enterprise-level computing tools and expertise to solve customer problems.

Requirements

Bachelor's degree preferred
2-3 years of providing end-user IT computing support, deskside strongly preferred (for IT Support Consultant)
3-5 years of providing end-user IT computing support, deskside strongly preferred (for Senior IT Support Consultant)
One or more major platform/management tool certifications preferred (SCCM, Jamf, Microsoft, Apple) (for IT Support Consultant)
One or more MCP, MCSE/MCSA, SCCM, JAMF, or ACSP certifications preferred (for Senior IT Support Consultant)
Experience supporting enterprise-level end-user services such as file, print, network, audio visual and authentication/identity systems
Knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS/Android) including core software/services used at Brown (MS Office Suite, Google Apps, Zoom, etc.)
Expert knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS/Android) including core software/services used at Brown (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, etc.) (for Senior IT Support Consultant)
Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.)
Knowledge of and experience with audiovisual equipment and systems
Knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, Jamf and/or ASM preferred
Advanced knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, JAMF and/or ASM (for Senior IT Support Consultant)
Excellent customer service skills and strong commitment to service, with effective written/verbal communication, technical follow-through, personal organization and prioritization
Understanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in higher education preferred
Demonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environment
Ability to work and develop new skills independently from existing learning resources and peers/managers; self-starter
Ability to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment
Ability to work effectively in a group, and as a member of a project team, supporting organizational priorities
Successful completion of a criminal background check and education verification is required.

Nice To Haves

Experience working in higher education preferred

Responsibilities

Provides application, operating system, desktop and mobile hardware, audiovisual, and other technology support to the University community via a combination of on-site assistance, device/endpoint management, remote troubleshooting and remote access tools.
Works with administrative, academic, and research departments/centers to resolve computing issues and maintain Brown computing/mobile equipment for departments throughout their full lifecycle.
Maintains service relationships with department leaders and customers.
Balances and prioritizes service to multiple assigned primary departments, with responsiveness and partnership.
Supports other IT Support Consultants and other OIT departments for projects, moves, and cross-coverage of sick/vacation.
Provides escalation support and on-site response for Help Desk issues.
Works independently and utilizes a variety of enterprise-level computing tools and expertise to solve customer problems.
Demonstrated ability to create effective user and technical documentation (for Senior role).
Proven ability to analyze, troubleshoot, and problem-solve complex technical issues as well as recommend appropriate technology solutions for complex user problems (for Senior role).
Excellent project planning skills and ability to lead small project-based teams (for Senior role).
Proven ability to mentor and train other team members (for Senior role).