IT Support Consultant/Senior IT Support Consultant

Job Description:IT Support Consultant/Senior IT Support ConsultantOffice of Information TechnologyIT Support Consultant (Grade 9)The IT Support Consultant 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.Job QualificationsBachelor's degree preferred2-3 years of providing end-user IT computing support, deskside strongly preferredOne or more major platform/management tool certifications preferred (SCCM, Jamf, Microsoft, Apple)Experience supporting enterprise-level end-user services such as file, print, network, audio visual and authentication/identity systemsKnowledge 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.)Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.)Knowledge of and experience with audiovisual equipment and systemsKnowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, Jamf and/or ASM preferredExcellent customer service skills and strong commitment to service, with effective written/verbal communication, technical follow-through, personal organization and prioritizationUnderstanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in higher education preferredDemonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environmentAbility to work and develop new skills independently from existing learning resources and peers/managers; self-starterAbility to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environmentAbility to work effectively in a group, and as a member of a project team, supporting organizational prioritiesSenior IT Support Consultant (Grade 10)The 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.Job QualificationsBachelor's degree preferred3-5 years of providing end-user IT computing support, deskside strongly preferredOne or more MCP, MCSE/MCSA, SCCM, JAMF, or ACSP certifications preferredExperience supporting enterprise-level end-user services such as file, print, network, and authentication/identity systemsExpert 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.)Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.)Demonstrated ability to create effective user and technical documentationKnowledge of and experience with audiovisual equipment and systemsAdvanced knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, JAMF and/or ASMExcellent customer service skills and strong commitment to service, with effective written/verbal communication, technical follow-through, personal organization and prioritizationUnderstanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in Higher Education preferredDemonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environmentAbility to work and develop new skills independently from existing learning resources and peers/managers; self-starterAbility to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environmentAbility to work effectively in a group, and as a member of a project team, supporting organizational prioritiesProven ability to analyze, troubleshoot, and problem-solve complex technical issues as well as recommend appropriate technology solutions for complex user problemsExcellent project planning skills and ability to lead small project-based teamsProven ability to mentor and train other team members.Successful completion of a criminal background check and education verification is required.Benefits of Working at Brown:Please review additional information on the Benefits of Working at Brown.Recruiting Start Date:2026-06-11Job Posting Title:IT Support Consultant/Senior IT Support ConsultantDepartment:Office of Information TechnologyGrade:Grade 10Worker Type:EmployeeWorker Sub-Type:RegularTime Type:Full timeScheduled Weekly Hours:37.5Position Work Location:HybridSubmission Guidelines:Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.This position is not eligible for visa sponsorship.Brown University is a registered employer in the following states: Rhode Island, California, Colorado, Connecticut, Florida, Maryland, Massachusetts, New York, New Hampshire, New Jersey, North Carolina, Washington, D.C. All remote work must be performed in a state in which Brown is registered to do business.Still Have Questions?If you have any questions you may contact View email address on click.appcast.io is an E-Verify Employer.EEO Statement:Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, in the administration of its policies, programs, and activities. The University recognizes and rewards individuals on the basis of qualifications and performance. The University maintains certain affirmative action programs in compliance with applicable law. #J-18808-Ljbffr Brown University