IT Support Specialist

Sweet Briar College•Sweet Briar, VA

11h•Onsite

About The Position

The Technology Services department of Sweet Briar College seeks an individual skilled in the field of IT Support Specialist. The IT Support Specialist roles will serve as the first point of contact to respond to hardware break/fix inquiries, software operation issues, technical troubleshooting, and be tasked with resolving and/or escalating technical dilemmas until resolved. Key responsibilities include providing support for all incidents and requests, ensuring that they are resolved according to severity of the issue and properly escalating tickets when necessary. While not a supervisor, this role is a leader on the team and is expected to be able to function with limited supervision to accomplish the Help Desk's mission. The ideal candidate will bring existing skills or a demonstrated capacity to build knowledge of fundamental operations of relevant software, hardware and other equipment. Opportunities will exist to exercise and build these skills in support of collaborative projects with faculty, staff and students. The Technology Services Support Specialist role is client-focused with our Help Desk team, requires good verbal and written communication, problem solving and customer service skills. Working well both collaboratively and independently is a necessity. Anyone with a passion for their field and an appetite for learning will feel very much at home, receiving support and encouragement within our team.

Requirements

Bachelor's Degree or relevant Technology Certificates required, and at least 2 years of related experience/advanced training in the IT support field.
Experience with Linux, Windows and macOS operating systems.
Experience with Windows System Administration.
Basic system administration skills.
Experience with computer hardware and software installation and configuration in a support related area.
Strong PC and/or Mac background and significant hands-on experience with business productivity applications such Office 365, Google G Site and internet applications are required.
Strong communication skills to explain/educate technical details to non-technical clients.
Strong commitment to timely responsiveness and resolution to clients.
Previous help desk, call center, or customer service experience is required.
Excellent decision-making and problem-solving skills.
Experience with desktop image development.
Experience writing effective end-user training and documentation.
A thorough understanding and experience in networking principles, including TCP/IP protocols and stacks.
Demonstrated analytical and troubleshooting skills.
Demonstrated proactive approach and self-initiative is a strong plus.
Ability to interact effectively with a wide variety of users with different computing requirements and backgrounds.
Excellent decision-making and problem-solving skills and effectiveness in getting things done collaboratively.
Excellent oral and written communication skills along with ability to work independently are required.
Ability to work independently and as part of a team; ability to work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel effectively.
Able to physically move and install computers, printers, and peripherals (up to 40 pounds) in locations that may not have an elevator.
Must be detail oriented; possess excellent customer service and problem-solving skills; and display a high degree of integrity.
Ability to work nights and weekends on an as-needed basis is required.
Effective verbal and technical writing communication skills.
Prioritization and organization skills.

Nice To Haves

Bachelor's Degree in Information Technology field.
Working knowledge of hardware and software video conferencing systems.
Experience with ticketing/work order systems like RT (Best Practical) or Service Now.
Experience with networking concepts and devices (i,e., TCP/IP, firewalls, VLAN switching, etc.)
Working knowledge of iOS and Android.
Working knowledge of MacOS and Linux.
Experience with SQL compliant databases.
Knowledge of automation techniques and experience with one or more configuration management tools.
Experience with petabyte scale storage systems.
Possess A+, Dell, Apple, CompTIA Network+ and other certifications.
Experience with Windows Systems Administration, Microsoft Active Directory, and remote access software.
Knowledge of automation techniques and experience with one or more configuration management tools.
Prior experience in a higher education environment.
Experience with ticketing/work order systems.
Willingness to work as a team member, responsive to user requests for problem solving, and commitment to service are required.
A zeal for knowledge, appreciation of an elegant hack and inability to tolerate an unsolved problem a significant plus beyond words.
Information Systems or related degree.
Advanced experience and proficiency with Windows 10 and MAC OS X+ maintenance and JAMF administration is highly desirable.
Strong knowledge of MAC and mobile device hardware/image and set-up configuration preferred.
Previous experience in a higher education environment is desirable.

Responsibilities

The IT Specialist works as a member of the Client Services support team but often works independently with little or no supervision.
The IT Specialist position provides a single point of contact for technology-related problem resolution.
The IT Specialist will receive technology-related problems calls/tickets and provide problem diagnosis, resolution, or escalation to third tier technicians.
The IT Specialist is responsible for accurately logging calls in our call tracking system, understanding and interpreting the problem or question.
The IT Specialist will use existing system documentation to diagnose a situation, resolve the issue, and document the solution or actions taken.
The IT Specialist will perform advanced installation and configuration on desktop computers according to the Help Desk protocols and procedures; provide advanced support services for such items as, hardware, network connectivity, printers, personal data assistants, business productivity applications, Internet applications, specialty applications, and in-house developed applications.
Inventory, prepare, and validate computer hardware and associated peripherals before they are deployed.
Facilitate the ordering of parts and processing of warranty RMAs for the replacement of defective parts with supported vendors.
The IT Specialist will assist users in selecting the proper software applications for their needs; develop complete hardware and software solutions to various user requirements; evaluate related hardware and software products and make recommendations for adoption.
Coordinate with staff from Sweet Briar College’s Computer Services departments that support enterprise or network/telecom services including VoIP, Zoom, and Google Meet.
Assist Help Desk staff in maintenance of computer laboratories during exigencies and special projects as required.
Interface with hardware and software vendors and other related third parties when needed.
Provide on-call coverage outside of business hours as necessary.
Contribute to the maintenance of the information technology asset and knowledge database.
Perform other IT duties as assigned by the Director of Technology Services and the Help Desk Manager or designee.