IT Senior Client Technology Support Technician - ** INTERNAL TO DEPARTMENT ONLY **

We are excited that you are considering joining Nova Southeastern University!


Nova Southeastern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. Nova Southeastern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. NSU cares about the health and welfare of its students, faculty, staff, and campus visitors and is a tobacco-free university.


We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southeastern University.

Primary Purpose:


Provides accurate and timely advanced technical support services to students, faculty and staff via telephone, chat, email, remotely and at desk side. Independently manage routine support functions. Leads team in absence of manager.

Job Category: Non-Exempt


Hiring Range:

Pay Basis: Hourly


Subject to Grant Funding? No


Essential Job Functions:


1. Performs advanced installation and maintenance of hardware systems students, faculty, and staff to ensure technology resources are properly functioning.

2. Performs advanced repairs and root-cause analysis of technology issues at the sites and remotely, to ensure problems are resolved timely.

3. Leads team providing advanced support for the installation, configuration, maintenance of hardware and software for desktops, laptops, wireless and cellular devices, Windows-based servers, peripherals, videoconferencing, LANs, WANs and digital media.

4. Assists management with coordination of support at all facilities including classrooms, offices, clinics, videoconferencing classrooms, and all university locations on campus or off, as required.


5. Resolves escalated issues for students, faculty, and staff encountering challenging hardware, software and other problems relating to technology.

6. Creates inspection and maintenance schedule of technology equipment housed in university facilities including offices, classrooms, computer labs, and clinics, as assigned.

7. Creates, logs, updates, and resolves technology tickets using appropriate ticketing system in a timely manner. Creates knowledge base articles to support resolutions.

8. Leads team with the relocation of computers and other technology equipment within university facilities to other locations on and off campus.

9. Serves as a mentor for new team members.

10. Assists management with day-to-day operations of technology team.

11. Completes special projects as assigned.

12. Performs other duties as assigned or required.


Job Requirements:

Required Knowledge, Skills, & Abilities: Knowledge:
1. Advanced knowledge in the safe use of various tools utilized for technical troubleshooting, repair and support including software and hand-tools.
2. Advanced knowledge of computer and audiovisual systems, Active Directory, and network.
3. Advanced knowledge of computer and audiovisual equipment and deployment of associated technology.
4. Computers and Electronics - Advanced knowledge of computer hardware and software, including applications and programming.
5. Advanced knowledge of MS Office Suite (Outlook, Word, Excel, PowerPoint).

Skills:
1. Time Management - Proficient skills in managing one's own time and time of others.
2. Active Listening - Proficient skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
3. Speaking - Proficient skills in talking to others to convey information effectively.
4. Critical Thinking - Proficient skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
5. Complex Problem Solving - Proficient skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
6. Excellent customer service skills.


Abilities:
1. Ability to perform advanced troubleshooting and root cause analysis of technical issues with audio-visual, computer and associated network components.
2. Expert level ability to adapt to new technologies quickly and promote new technology solutions to team.
3. Ability to lift, pull and push objects weighing up to 50 pounds and to climb ladders.
4. Ability to drive.
5. Ability to communicate effectively with others.
6. Ability to work cooperatively with colleagues and lead a team of peers.

Physical Requirements and Working Environment:
1. Near Vision - Must be able to see details at close range (within a few feet of the observer).
2. Speech Recognition - Must be able to identify and understand the speech of another person.
3. Speech Clarity - Must be able to speak clearly, so others can understand you.
4. May be required to work nights or weekends.
5. May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
6. May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, mobile devices, and computer keyboards.
7. Travel - Must be able to travel on a daily and/or overnight basis.
8. Must be able to lift, pull and push objects weighing up to 50 pounds and to climb ladders.

Required Certifications/Licensures:

Required Education: Associate's Degree or 60 completed credit hours


Major (if required:

Required Experience: Minimum of three (3) years' experience in advanced troubleshooting in an enterprise environment.

--OR--

Bachelor's Degree in related field and one (1) year experience in advanced troubleshooting in an enterprise environment.


Preferred Qualifications:


1. Bachelor's degree in Information Technology or closely related field.
2. Microsoft Certified IT Professional (MCITP) or similar.
3. Previous experience working at an educational institution.
4. Three (3) years' experience performing advanced troubleshooting in an enterprise environment.


Is this a safety sensitive position? No


Background Screening Required? Yes


Pre-Employment Conditions:

Sensitivity Disclaimer: Nova Southeastern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities and will make reasonable accommodation when necessary.


NSU is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status or any other legally protected status.