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Technical Support, Senior Specialist

Employer
Suffolk University
Location
Massachusetts, United States
Salary
Salary Not specified
Date posted
Jan 22, 2022

View more

Position Type
Faculty Positions, Education, Teacher Education
Employment Level
Administrative
Employment Type
Full Time

Suffolk University is delighted to announce an opportunity as a Senior Technical Support Specialist! Suffolk offers a generous benefits package, including free tuition, paid time off, and others!

Reporting to the Director of Technical Support Services, the specialist will provide technical support to Suffolk's employees. This includes responding to and resolving a wide range of technical issues, demonstrating sound judgment, and understanding systems, software, and basic IT procedures and protocol. Will be a resource to specialists and take ownership of specialized systems.

Responds to end-users and resolves complex computer hardware and software problems in a timely and professional manner by diagnosing and troubleshooting software, network connections/devices, and hardware failures. Specialists create or are assigned incidents or requests using the ITS (Service Now) ticketing system. Will respond to and resolve escalated incidents. Will follow-up with end-users to ensure incidents are determined and recorded in the ticketing system.

Will provide support during emergencies defined as system failures and IT security emergencies by disabling access or various solutions to address the incident.

Will provide technical support and training to end-users on specialized systems and software applications, including Auto CAD, Medicat, Synoptix, Symplicity, Image Now, VDI, Windows, and Mac OS management.

Will build, manage and support Virtual Desktop instances. Also, provide essential support for various academic applications such as SAS, SAP, and Tableau. Support Faculty and students in specific courses involving AR/VR Oculus systems.

Act as backup to specialists to reset end-user passwords to all University systems (Duo mobile, Active Directory, Suffolk email, Colleague, and others) following ITS protocol.

Will document procedures and solutions in the Service Now knowledge base.

Will provide support during student-related academic year events such as orientation, academic advising, placement, mid-term, and final exams. Will also provide support to faculty to ensure equipment and software needs for courses are met, and classrooms are equipped.

Routine maintenance

Configure and deploy computer hardware for more specialized systems.

Will run software updates and patches on specialized systems.

Take obsolete equipment out of service and record asset disposal using established systems.

Update inventory using the template to ensure the department has accurate and complete information regarding computer hardware inventory.

Special projects

Support the IT department's initiatives by participating in team projects that enhance the quality or efficiency of the Tech Support Team.

Other duties as assigned.

Requirements/Qualifications:

    Bachelor's degree in computer science or related field and four to six years of experience. Strong computer skills and systems knowledge, including MS Windows, MAC OS, Email, Web Browsers and Microsoft Office (Word, Excel Outlook), antivirus applications, and various specialized systemic required. Excellent written and oral communication skills. Must be committed to providing the highest level of customer service and responsiveness.

PI161892946

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