Job Responsibilities

• Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacement.
• Troubleshoot and resolve general user-reported technology issues, escalating resolution to senior IT staff and/or central IT support resources as needed.
• Provide support for applications including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex.
• Support user access management (network, passwords/login, systems, Active Directory) and data management (storage, encryption, backups, and security).
• Assist users with technical requests and setups including new software, printing/copying/scanning, web development/maintenance, and other OIT services.
• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security.
• Ensure timely remediation of security vulnerabilities and threats/compromised accounts as assigned.
• Manage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts.
• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedure to ensure privacy, security and proper data use.
• Provide support for shared space / meeting room technology including audio-visual equipment.
• Support specialized technology equipment and/or software needs for the assigned department and for any programs or events.
• Provide general IT and event support outside of normal business hours on occasions when needed.
• Update and maintain website content using Drupal templates.
• Support asset lifecycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes.
• Coordinate hardware diagnosis/repair and loaner equipment requests with OIT.
• Support department inventory of loaner equipment according to defined asset management and managed device security policies.
• Adhere to established Service Level Agreements.
• Review available service management metrics and dashboards to ensure service standards are continually met or exceeded.
• Share best practices and knowledge, partnering with other departmental and central IT colleagues to foster a community of IT support.

Job Requirements

• A minimum of 5 years' experience providing technical support
• In-depth knowledge of Windows and Macintosh computers, OS, and smartphones such as iPhone/iPad and Android devices.
• Strong understanding of network connectivity, security, and troubleshooting.
• Experience with and the ability to set up and resolve issues with various email clients.(especially MS Outlook and Gmail) on computers and mobile devices.
• Experience supporting Microsoft 365, printing, and conferencing technologies.
• Experience using a service management system (such as ServiceNow).
• Education: Bachelor’s degree or equivalent experience
• Understanding of IT asset management fundamentals (highly preferred)
• Experience providing technology support for a mid- or large-sized organization
• Experience with ServiceNow, Bomgar, and/or Drupal
• Experience with device management systems including MDM, Intune and JAMF
• Experience supporting Active Directory (Azure)
• Experience with LinuxOS
• Familiarity with conference room audio-visual equipment