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Technical Support Lead

Aurora University
Illinois, United States
Salary Not Specified
Posted date
Jun 10, 2021

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Position Type
Administrative, Academic Affairs, Instructional Technology & Design (Campus), Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other
Employment Type
Full Time
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Aurora University seeks talented staff and administrators who are passionate about supporting an inclusive community dedicated to the transformative power of learning.

Position Purpose: The Technical Support Lead supports learning by providing technical hardware and software support for the Universities computers, printers, classroom technology and related devices. This position will demonstrate customer service skills when responding to students, faculty and staff technical problems received via a ticketing system, phone, and email and in person.

Core Competencies:

  • Represents Aurora University in the most positive manner with prospective, former and current students, clients, suppliers, and the community we serve. Interacts effectively with a diverse group of faculty, staff, students and other customers of our service, learns and uses operating practices of the department and Aurora University.
  • Upholds the Mission Statement:Aurora University an inclusive community dedicated to the transformative power of learning.
  • Handles all information with tact and discretion and recognizes the confidential nature of university business.
  • Supports learning through performance of essential job functions and performing other duties and functions as necessary or as assigned.

  • Essential Job Functions:

  • Lead and work side by side with technical support team.
  • Performs troubleshooting of AU desktops, laptops and peripherals on Windows and Macintosh Operating Systems and applications, providing remote and desk side technical support.
  • Lead the creation and maintenance of technical support documentation.
  • Interacts with vendors to facilitate repairs of hardware, i.e. printers, laptops and desktops.
  • Manage the development and deployment of end-user device images.
  • Implements hardware and software patches in accordance with security policies and deployment procedures.
  • Works proactively with AU personnel to on-board new employees and prepare hardware and software for those employees, and assists in the training and orientation of new staff in use of hardware and software.
  • Be a role model to student workers, including the areas of accountability, performance, attendance practices, and maintaining a positive work environment.

  • Essential Job Requirements:


    • Bachelor’s Degree or equivalent experience required.
    • Network+, A+ or MCP preferred.


    • At least 3 years of full-time work experience in information technology and/or related functions
    • Minimum three year experience in desktop support role.
    • Minimum one year experience with leading a technical support team.
    • Imaging of operating systems using software such as Clonezilla, Fog, WDS, and MDT.
    • Strong knowledge of Active Directory.
    • Strong knowledge of client / server and cloud-based technologies.
    • Experience working in an environment with a ticketing system.
    • General TCP/IP troubleshooting.
    • Experience with working in an environment with print management solutions.
    • Knowledge of change management processes.
    • Experience supporting projectors and smartboards in a classroom environment.
    • Experience with VDI concepts a plus


    • Strong understanding of Microsoft and Apple operating systems.
    • Sound judgment and prioritization skills.
    • Excellent written, oral, and presentation communication skills.
    • Quick learner with great prioritization skills.
    • Ability to work independently and be dependable.
    • Ability to accept divergent views while maintaining a constructive working relationship with other team members.

    Special Requirements:

    • Ability to work day, evening or weekend shifts as appropriate based on staffing needs.
    • Absolute trustworthiness with high standards of personal integrity (demonstrated by an unblemished career history, complete lack of criminal convictions, etc.), and willingness to undergo vetting and/or personality assessments to verify this.

    Physical Requirements:

    • Ability to lift 50 pounds.
    • Travel to alternate sites as needs demand.

    Benefit-eligible positions offer excellent benefits including health, dental, life, vision, long term disability, a 403(b) retirement plan through TIAA, and tuition remission. Please send resume with cover letter and contact information for three references including name, telephone and email address.

    Apply to:

    Aurora University
    Human Resources
    347 South Gladstone Ave
    Aurora, IL 60506
    630-844-5650 - fax - email

    Aurora University is an Equal Opportunity Employer.

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