Senior Technical Support Specialist

escalation point for complex issues, helps ensure the successful onboarding of new employees and students, and promotes a culture of service excellence through relationship-building, knowledge-centered support, continuous improvement, accountability, and the effective use of support processes, tools, and best practices.

Essential Functions:

Responsibilities include supporting the day-to-day operations of the Service Desk, desktop and mobile device support, and technology in support of teaching, learning, and administration. The Enterprise Support team is also responsible for onboarding students and employees, ongoing training, and communicating technology-related updates and outages to the community. Enterprise Support will serve as an active learning environment for Curry student employees.

They will provide client-facing support and provide technical guidance for all types of end-user A/V, device, application, and network support, and will serve as the primary escalation point for the Enterprise Support team when issues require advanced troubleshooting, coordination, or elevated technical expertise.

Responsibilities:

• Serve as the primary technical escalation point for Enterprise Support providing advanced troubleshooting for devices, applications, accounts, network connectivity, and classroom issues;
• Manage projects at the discretion of the Director that intersect with Enterprise Support
• Provide client-facing support for faculty, staff, and students across classrooms, collaborative spaces, administrative environments, with a bias for rapid restoration of service.
• Respond to near real-time classroom A/V and instructional technology issues with urgency; coordinate with academic technology and infrastructure partners as needed to restore teaching and learning continuity.
• Uphold security standards for "approved" software and Enterprise Support technology using standard controls
• Maintain and improve the knowledge base and self-service content: create, update, and curate articles, standard operating procedures, and quick-reference guides to reduce repeat contacts and enable consistent support.
• Support device deployment and lifecycle activities (as assigned): MDM, enrollment, troubleshooting, loaner pool management, and standards-based configuration for Windows/macOS and mobile devices.
• Provide Event IT/A/V support for college events, meetings, ceremonies, and special programs, including setup, testing, operation, live troubleshooting, and breakdown of presentation, audio, video, and conferencing technologies.
• Support onboarding of new employees by preparing and deploying assigned technology, coordinating account and access readiness, assisting with workstation setup, and providing initial orientation to supported systems, services, and support resources.

Professional Development:

• Stay abreast of up-to-date standards and best practices for client and educational technologies and systems, project management, and tools through ongoing training and professional development
• Cross train with and mentor student workers

Customer Service:

• Promote departmental culture of exemplary customer service through frequent communication, positive relations and prompt support
• Maintain an effective and positive system of communication between the Technology Center and faculty, staff, students and administration

Policies and Procedures:

• Maintain confidentiality and integrity of the college network, systems and data
• Comply with federal and state regulations, college policies and internal procedures
• Recommend updates to college policies and internal procedures

Additional Functions:

• Respect and maintain confidentiality, parameters of operation, professional protocols, and individual privacy.
• Perform other duties as assigned by supervisor or their designee.

Essential Characteristics:

• Highly motivated individual who demonstrates a genuine commitment and concern for achieving or surpassing results against legitimate and increasingly elevated standards of excellence, showing passion for continually improving the delivery of services
• Exhibits a high degree of initiative for bringing tasks to successful completion and succeeding in achieving stated goals
• Self-directed learner who actively seeks out new knowledge, tools, and best practices to stay current with evolving technologies; serves as a reliable escalation point for complex enterprise support issues requiring advanced troubleshooting and cross-functional coordination
• Strong interpersonal skills
• Excellent verbal and written communication skills demonstrated success working with all levels of a higher education organization
• Exhibits leadership behavior which supports the business and technology goals through creative thinking and strong problem management
• Proven complex problem-solving skills. Comfortable and confident providing clear problem descriptions and guidance to senior business management in a time critical environment
• Ability to maintain a strong sense of urgency

Minimum Qualifications:

• Bachelor's degree or equivalent combination of education and work experience required

Preferred Qualifications:

• 7+ years related experience
• Certifications: Azure, Microsoft, ITIL, Jamf, Project Management
• Hands-on experience with device deployment and lifecycle management using tools such as Microsoft Intune, Microsoft Deployment Toolkit (MDT), and/or Jamf Pro
• Laboure College experience will be given preference.