ITS CLIENT SERVICES - Technical Support Specialist II

Job Classification

  

Position summary

The Technology Support Specialist II is part of a team responsible for providing comprehensive, multi-tiered IT support for Andrews University employee and student computing devices, including department-wide and institutional-wide systems. This role is responsible for diagnosing and resolving hardware, software, and connectivity problems while supporting device lifecycle management, endpoint security, and project execution. Collaborates closely with fellow IT staff and helps mentor junior support personnel and student workers.

Qualifications summary

See qualifications in the full position description.


Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

Advanced Technical & Endpoint Support

• Provide level two (on-site or remote) response and resolution of single or multiple end user technical incidents in a timely manner


• Provide technical consultation for employees and students by resolving complex computer, software, hardware and networking-related issues


• Document and track incidents and service requests utilizing enterprise service management platform


• Provide maintenance, troubleshooting and problem resolution for desktop, laptop and mobile computing devices as well as printers and other authorized devices


• Assists in creating, managing and modifying Microsoft Active Directory objects including security groups, organizational units, group policies, scripts and Microsoft Exchange objects


• Install, modify and maintain end user hardware systems including operating systems, applications and peripherals. This may include desktops, laptops, mobile devices, printers and other authorized devices


• Assist in maintaining endpoint security environment including network authentication, threat detection, security updates, patches and version upgrades for operating systems and applications


• Utilize deployment and imaging tools to facilitate workstation installations


• May be required to participate in implementation of discipline-specific, third-party applications


• May be required to develop new system or application implementation plans, create custom scripts, and develop testing procedures to ensure proper integration with existing campus software


• Facilitate backups and implement disaster recovery procedures

Project & Team Collaboration

• Participate in ITS projects such as campus-wide rollouts, classroom upgrades, and process improvement initiatives


• Provide technical support for events, labs, and university-wide programs requiring specialized setup


• Interact with other backend IT teams to resolve complex system problems and triage cross-functional IT incidents


• May be responsible for supervision and guidance of student technical employees by overseeing job performance, customer relations, and technical proficiency


• Perform other duties as assigned by Client Services management

User Experience, Service Quality & Interpersonal Skills

• Deliver timely, professional, and respectful service aligned with ITS service level agreements (SLAs)


• Demonstrate on a daily basis customer centricity, teamwork, communication, coordination and top-tier technical aptitude


• Proponent for industry best practices for IT security, protection of electronic data assets, endpoint computing security issues, requirements and trends


• Ability to identify end user requirements for computing hardware and software


• Ability to work effectively with a wide range of constituencies in a diverse community


• Ability to work independently under minimal or no supervision


• Problem ownership from start to finish

Mentorship & Documentation

• Collaborate with team members in a professional and collegial manner


• Guide and mentor student workers


• Contribute to and maintain internal documentation, troubleshooting guides, and end user support materials


• Help ensure consistent knowledge transfer across the Client Services team

Supervisory responsibilities

N/A

Qualifications

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent professional experience


• 2–4 years of experience in technical support or a related IT role


• Strong working knowledge of Windows , macOS, enterprise productivity tools (Microsoft 365, Google, Zoom), basic TCP/IP networking concepts and 802.1x wireless protocols; knowledge of Linux a plus


• Demonstrated ability to troubleshoot and resolve moderate to complex technical issues on various software platforms including Windows, macOS, iOS and Android

Preferred Qualifications:

• Industry certifications such as CompTIA A+, Network+, or Microsoft Modern Desktop Administrator


• Experience with enterprise ticketing systems (e.g., Freshservice), Active Directory, TCP/IP networking principles and 802.1x wireless protocols; knowledge of Linux a plus


• Familiar with software packaging and remote support tools


• Familiar with higher education IT environments, including student device support, classroom AV, and academic software

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

Advanced Technical & Endpoint Support

• Provide level two (on-site or remote) response and resolution of single or multiple end user technical incidents in a timely manner


• Provide technical consultation for employees and students by resolving complex computer, software, hardware and networking-related issues


• Document and track incidents and service requests utilizing enterprise service management platform


• Provide maintenance, troubleshooting and problem resolution for desktop, laptop and mobile computing devices as well as printers and other authorized devices


• Assists in creating, managing and modifying Microsoft Active Directory objects including security groups, organizational units, group policies, scripts and Microsoft Exchange objects


• Install, modify and maintain end user hardware systems including operating systems, applications and peripherals. This may include desktops, laptops, mobile devices, printers and other authorized devices


• Assist in maintaining endpoint security environment including network authentication, threat detection, security updates, patches and version upgrades for operating systems and applications


• Utilize deployment and imaging tools to facilitate workstation installations


• May be required to participate in implementation of discipline-specific, third-party applications


• May be required to develop new system or application implementation plans, create custom scripts, and develop testing procedures to ensure proper integration with existing campus software


• Facilitate backups and implement disaster recovery procedures

Project & Team Collaboration

• Participate in ITS projects such as campus-wide rollouts, classroom upgrades, and process improvement initiatives


• Provide technical support for events, labs, and university-wide programs requiring specialized setup


• Interact with other backend IT teams to resolve complex system problems and triage cross-functional IT incidents


• May be responsible for supervision and guidance of student technical employees by overseeing job performance, customer relations, and technical proficiency


• Perform other duties as assigned by Client Services management

Interpersonal interactions

User Experience, Service Quality & Interpersonal Skills

• Deliver timely, professional, and respectful service aligned with ITS service level agreements (SLAs)


• Demonstrate on a daily basis customer centricity, teamwork, communication, coordination and top-tier technical aptitude


• Proponent for industry best practices for IT security, protection of electronic data assets, endpoint computing security issues, requirements and trends


• Ability to identify end user requirements for computing hardware and software


• Ability to work effectively with a wide range of constituencies in a diverse community


• Ability to work independently under minimal or no supervision


• Problem ownership from start to finish

Physical demands

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work environment

• May include frequent disruptions and frequent changes in work priorities


• On-site role with occasional after-hours support during campus events or system upgrades.


• Must be able to lift up to 50 lbs. and perform work in classrooms, labs, and wiring closets, including work performed in cramped or awkward positions


• May be required to travel within campus locations on short notice