Senior Support Specialist

Job Description

About Embry-Riddle Aeronautical University:

Embry-Riddle Aeronautical University is an independent, culturally diverse institution providing quality education and research in aviation, aerospace, engineering, and other related fields with residential campuses located in Daytona Beach, Florida and Prescott, Arizona. The University's Worldwide campus provides educational opportunities online and at approximately 130 locations throughout the United States, Asia, Europe, and Central/South America.

As the largest and most comprehensive aviation and aerospace-focused university in the world, Embry-Riddle is a unique institution. Over the past 90 years, the University has evolved with industry to break new ground and produce top-level graduates who serve the ever-changing needs of aviation and aerospace and other STEM-related disciplines. Embry-Riddle offers programs in seven primary fields of study including: Applied Science; Aviation; Business; Computers and Technology; Engineering; Safety, Security, and Intelligence; and Space.

For Academic Year 2021-22, there were over 11,100 undergraduate, graduate, and doctoral students that attended the University's residential campuses and approximately 20,195 students in total enrolled with the University around the world.

The Opportunity:

Embry-Riddle Aeronautical University is seeking a Senior Support Specialist to join the Information Technology department in Daytona Beach, Florida. The Senior Support Specialist acts as a subject matter expert in providing technical support for computers, peripherals, tablets, and conferencing systems for faculty, staff, and students at the Daytona Beach campus. This includes troubleshooting and providing resolutions for basic and complex computing and system issues and researching and recommending solutions that meet the University’s technology needs. The Senior Support Specialist continually evaluates the efficiency of technology for academics, administration, computer labs, and classrooms and recognizes and recommends opportunities for operational efficiencies. Additionally, this position assists with driving the adoption of new technology and solutions, leading IT Services projects, and is responsible for supervising student employees. The Senior Support Specialist acts as a mentor and technical escalation point for other full-time staff on the team. The position will require direct interaction with customers.

The ideal candidate desires to be a part of a vibrant community of information technology professionals and supports the mission of the University as a world leader in aviation and aerospace education. Embry-Riddle provides education globally and maintains a diverse technology footprint. Working for Embry-Riddle Information Technology provides a modern and collaborative work environment and professional development opportunities. Employees have access to a robust benefit package – from quality health care and retirement options to generous education benefits and a flexible summer work schedule.

Responsibilities include the following:

Provide support for existing technology solutions for faculty and staff as well as academic and computer labs. Install, configure, and maintain multi-platform desktop hardware and software for Windows, macOS and Linux Red Hat. Support Point-of-Sales registers and peripherals. Troubleshoot networking issues and escalate to infrastructure team appropriately. Support events on campus or offsite within and after business hours. Setup, configure and support audio/video conferencing systems. Address any customer service issues. Communicate issues and situations effectively to the proper channels. Respond and resolve assignments in a timely manner. Log status of work in the database accurately and progressively. Create documentation for new technology and support processes. Create, review and update knowledgebase articles for customers and IT colleagues.

Lead or participate in the deployment of new or replacement of existing technology. Develop or review project plans. Manage project resources and ensure tasks are completed on-time and meet quality and service standards. Act a key player in impact analysis, design, test, and implementation of hardware and software configurations. Recognize when to escalate challenges to the appropriate channels. Provide appropriate communication to project stakeholders. Provide consultation on technology matters to faculty, staff, and students. Manage student employees in daily operation or project tasks. Mentor team members on supported areas.

Keep abreast of technology trends, especially those that relate to the educational environment. Innovate and drive adoption of new technology or processes to improve customer experience and increase operational efficiency. Maintain open communication with campus constituents to understand new technology needs and challenges. Present customer needs to University Information Technology groups.

Attend meetings and briefings related to computing support. Participate in committees and task forces as assigned. Collaborate with University and other Campus Information Technology departments in the development of strategic and tactical plans.

Qualifications

• Proficient in desktop operating systems such as Windows 10, macOS, and Linux.
• Experience with mobile systems such as iOS and Android is desired.
• Possess basic networking knowledge such as DHCP, TCP/IP, etc.
• Extensive support experience with Microsoft Office Suites.
• Solid understanding of web conferencing systems such as Microsoft Teams and Zoom.
• Strong critical thinking and problem-solving skills.
• Exposure in academic software support is a plus.
• Ability to apply project management processes and tools.
• Exceptional customer service skills.
• Excellent verbal and written skills.
• Ability to interact with audiences from a diverse background.
• Ability prioritize work to meet deadlines.
• Maintain positive and professional outlook at all times. Ability to maintain composure under pressure.
• Great interpersonal skills. Ability to work in a team environment.