User Success Consultant - IT Support Specialist
Job no: 492633
Department: ITS - User Success
The User Success Consultant is responsible for providing faculty, staff, and students with timely and professional support for computer and audio-video hardware, software, and technology services available in offices and other workspaces, classrooms, and labs. S/he will provide direct assistance to end users and support both college hardware and software and constituents’ use of it, including participating in the selection and allocation of new equipment; installing, troubleshooting, and supporting computers, printers, A/V equipment, and other technology; and creating documentation and conducting workshops to enable user self-service and support technology use.
The Consultant must demonstrate a strong commitment to user success, provide exceptional customer service, and possess outstanding prioritization, analytic, and problem-solving skills in order to deliver innovative, user-centered solutions to technology challenges. As a member of the ITS team, the User Success Consultant is expected to uphold the department’s mission to “driving digital transformation that advances Davidson’s primary purpose” and contribute positively to a culture of collaboration, transparency, empathy, innovation, and accountability within ITS.
Are you passionate about working with people and delivering exceptional customer service? Do you love technology, and can’t help sharing your excitement for it with everyone you meet? We are looking for a high-energy, service-oriented technical support professional who will bring a love of “all things technical” to ITS@Davidson, as well as many of the following skills:
Associate’s degree in a related field and a minimum of three years experience providing desktop and user support; or an equivalent combination of education and experience.
Experience working directly with end users on a fast-paced, customer-focused technical support services team, with knowledge of the tools and professional practices, processes, and policies needed to support and drive an outstanding user experience while maintaining good user and device security.
Experience in mixed-platform computing environment with integrated directory service (Active Directory) including support for a large-scale deployment of domain-joined endpoints.
In-depth knowledge and experience with Windows and Apple operating systems and client environments, including mid-level to advanced troubleshooting skills in areas like client security, troubleshooting system performance, device logging and settings (Windows Registry, macOS plist/Console, etc.)
Knowledge of iPhone/iOS and Android mobile phones and tablets including device troubleshooting, connecting to wireless networks, cloud backup/restore capabilities, and connecting mobile devices to enterprise services like email.
Exceptional troubleshooting skills with IT hardware and classroom technology, including, but not limited to: Apple and Windows-based desktops, laptops, tablets, projectors, printers, scanners, etc.
Experience providing user support for desktop and cloud-based services and software, such as Dropbox for Business, Office 365 email/calendar, Microsoft Office, Google Apps, and Adobe Creative Suite.
Strong working knowledge of IT security principles and best practices in enterprise and mid-market/SMB environments, including diagnosing and remediating viruses/malware, principles of desktop firewalls, whole disk encryption, practices for encrypted protocols in desktop applications, etc. Demonstrated ability to recognize/diagnose possible client security threats and to resolve threats following documented organizational processes.
Experience using (and contributing to) ticketing systems, knowledge bases, wikis, and other technical support tools.
Ability to work both independently and collaboratively as part of a dynamic, results-oriented team, with excellent communication, time management, and customer service skills.
Ability to move computer equipment and drive a small motorized vehicle
Other Desired Skills and Abilities
Certifications in Mac and Windows (Comptia+, Apple, Microsoft). Experience with imaging technologies, such as JAMF and Windows Deployment Services. Experience supporting classroom A/V equipment and other learning space technologies. Understanding of, or experience with, voicemail systems, and wireless networks. Experience creating user-friendly documentation, knowledge base articles, training guides or programs, videos, and/or other support materials. Experience with securing endpoints and investigation of security incidents.
Apply online at http://employment.davidson.edu Please provide a resume and cover letter along with the application by October 27, 2017.
Advertised: Eastern Daylight Time
Applications close: Eastern Daylight Time
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