IT 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 Support Specialist to join the Information Technology department in Daytona Beach, Florida. The Support Specialist provides technical support for computers, peripherals, tablets and web conferencing systems for faculty, staff, and students at the Daytona Beach campus. This position is responsible for troubleshooting and providing resolutions for basic and complex computing and system issues. This includes researching and recommending solutions to meet the technology needs of faculty, staff, and students and driving the adoption of new technology and solutions. 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 benefits package – from quality health care and retirement options to generous education benefits and a flexible summer work schedule.

Duties include but are not limited to 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. Support Point-of-Sales registers and peripherals. Troubleshoot networking issues and escalate to infrastructure team appropriately. 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.
  
  
• Participate in the deployment of new or replacement of existing technology, ensuring tasks are completed on-time and meet quality and service standards. Testing and implementation of hardware and software. Participate in projects. Keep abreast of technology trends, especially those that relate to the educational environment.
  
  
• 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

Education:

• Read and comprehend instructions, write information, and complete simple forms.
• High school (or GED) level ability in spelling, grammar, basic composition, and math.

Required skills, knowledge, abilities:

• Knowledge of desktop operating systems such as Windows 10 and macOS. Exposure to Linux is desirable.
• Experience with mobile systems such as iOS and Android is preferred.
• Possess basic networking knowledge such as DHCP, TCP/IP, etc.
• Experience in supporting Microsoft Office Suites.
• Exposure in supporting web conferencing systems such as Microsoft Teams and Zoom.
• Exposure in academic software support is a plus.
• Fast learner. Strong critical thinking and problem-solving skills.
• 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.
• Work independently with minimal supervision.
• Ability to support IT Core Values by focusing on improvements and believes in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus, and tenacity.

Required minimum number of years work related experience

• At least one year of work-related experience in IT support.