Senior IT Support Specialist

Job Description

The Senior IT Support Specialist oversees all areas of IT helpdesk operations, offers guidance and direction to helpdesk team members and student workers, provides tier-II support and assists users with escalated technical problems as they arise. The Senior IT Support Specialist provides technical assistance during university events, and aids in the maintenance, planning and executing technical integrity of the University’s IT operations.

Roles and Responsibilities

• Provide technical support for students, staff or faculty and clearly communicate expected outcomes or resolutions to technical problems
• Support university events in all technical aspects
• Ensure responsive, customer-focused IT support for faculty, staff and students
• Monitor ticketing system and ensure timely resolution of all helpdesk tickets
• Work closely with our contracted managed service providers
• Assist helpdesk team with setup of AV or IT equipment for campus events
• Work collaboratively with the Director of Information Technology to plan, coordinate and execute complex IT projects
• Ensure timely patching of computer systems, both end user compute devices as well as server workloads

Educational Requirements

• A bachelor’s degree is preferred, or 3-5 years of experience managing a helpdesk team and supporting a variety of computing systems or software in an enterprise higher education environment
• Proven ability to manage a team and work as a team player
• Promote collaboration, effectuate clear, concise communication and foster a culture of continuous empowerment and improvement.

Required Qualifications

• Experience managing and participating in all aspects of helpdesk operations
• Understanding of computer networking and associated hardware or systems – LANs, VLANs, routing, switching, telephony, wireless access points, etc.
• Windows 11, Windows Server management and deployment
• Experience with storage appliances and disk arrays
• Strong background in Active Directory, Microsoft Entra and Office 365 administration
• Ability to mentor helpdesk staff and engage in professional development activities
• Requires the ability to work independently with a high level of autonomy and minimal oversight

Applicants must be authorized to work for ANY employer in the U.S. For this position we are unable to sponsor or take over sponsorship of an employment-based visa at this time.

Review of applications will begin immediately and continue until the position is filled.