Windows End User Support Specialist

Job title: Windows End User Support Specialist

Posting Details

Position Information

Posting Number S000989

Position Title Windows End User Support Specialist

Department Information Technology Services

Division Information & Technology

Supervisor Title Telecom/Comp Support Operations Manager

Status Full Time Regular

Salary Range $60,000 - $65,000

Position Summary

To provide service and support for Windows desktops, laptops, and peripherals attached to the NCC campus-wide network. The person in this position works with faculty, staff, and students in academic and administrative departments. This will include sourcing, testing and debugging, implementing, servicing, integrating new and existing systems, and learning new technologies quickly. Ensures the implementation of best practice methodologies.

Description of Key Responsibilities

• Responsible for support of college owned Windows workstations plus peripherals for faculty, staff, student labs, teaching stations and residence halls. This support covers hardware, software and all network client functions.
• Once an open Help Desk call is logged, the necessary steps will be taken to troubleshoot, see the call through to satisfactory resolution and then complete documentation to close the call. When needed, will work with network administrators, Ellucian administrators and telecommunications administrators to solve reported problems. The candidate would also work to update the Help Desk staff for information that could be used for future knowledge base / training / troubleshooting opportunities.
• Maintains college standard software with the latest firmware and software patches on all college owned Windows computers, and other applicable peripherals.
• Responsible for insuring that appropriate/requested software is loaded in labs and classrooms for instructional purposes.
• Responsible for support of the software and hardware of printers, managed print services and multi-function print/copy/scan devices on campus.
• Plan, setup, upgrade and configure new Windows desktops, laptops, and peripherals. This will often include staff and faculty office moves across campus. The candidate would be responsible for moving and/or coordinating the move of computing related equipment during these activities.
• Responsible for improving the organization of equipment and peripherals as well as finding more efficient and effective methods to deliver service.
• Function as a backup resource to our Apple End User Support Specialist and our Telecommunications functions. Requisite on the job training for these activities would be provided if the candidate does not already possess these skillsets.
• Demonstrate civil and inclusive behavior when interacting with staff, faculty, students, and visitors to the College. Promote a flexible, collaborative, and inclusive work and living environment and engage in educational opportunities to increase awareness and understanding of diversity and inclusion.
• Fulfill other related duties as assigned by designated supervisor(s).

Required Knowledge, Skills and Abilities An individual in this position must possess the proficiency, wherewithal and knowledge of principles and processes for providing high-quality service to both internal and external constituents of the College.

• Ability to communicate technical ideas to business users and other teams (design, Q.A.).
• Willingness to pursue additional training and to share that knowledge to enhance the functionality and resources of the infrastructure technology team.
• Ability to learn new technologies quickly
• Ability to work on multiple projects with overlapping critical tasks.
• Ability to document software/hardware projects clearly and concisely.
• Ability to consistently demonstrate excellent interpersonal and communication skills in dealing with persons both internal and external to the College, in person, on the telephone and electronically. Ability to work effectively as a member of a staff where cooperation and teamwork are essential. Ability to work both as a team member and independently, depending on the nature of the task, and provide excellent customer service skills.
• Strong experience with computer repairs and installation of computers.
• Experience effectively using a ticket tracking system.
• Strong knowledge with Windows, Linux and the Microsoft Office Suite.
• While not required, some experience with Apple MAC Operating Systems and Apple related software is a plus.
• Experience effectively using endpoint management systems such as, but not limited, to Zenworks, SCCM, or Intune is preferred.
• Strong knowledge in supporting mobile devices and tablets (aka companion devices) on both the Apple and Android platforms.
• Ability to deal with several tasks and work with a large number of individuals concurrently; requiring a person who is well organized, detail oriented, flexible and able to effectively prioritize tasks.
• Experience delivering presentations and conducting training and workshops.
• Ability and willingness to pursue additional training and to share such new knowledge to enhance the functionality and resources of the ITS team.

Distinguishing Characteristics

As this position includes a high degree of interaction with faculty, staff and students, the position requires a detail-oriented and results-driven individual who works well within team environments and has excellent communication skills, as well as good client interaction skills.

Education/Training

Bachelor’s degree in Computer Science, Interactive Media Studies, or a related field. A+ and Network+ certifications preferred.

Experience

• A minimum of two years’ work experience in the Information Technology field required. Knowledge and experience in a College environment preferred.

• Licenses or Certifications

• Is This a Temporary Position?

• No

• Employment Conditions

• An offer of employment is contingent upon successful completion of the College’s background screening process.

• Number of Vacancies

• 1

• Posting Detail Information

• EEO Statement

• North Central College is an Equal Opportunity Employer committed to increasing the diversity of our workforce. NCC provides reasonable accommodation to applicants with disabilities where appropriate. If you need reasonable accommodation for any part of the application or hiring process, please notify the Office of Human Resources. Determinations for reasonable accommodation will be made on a case-by-case basis.

• Open Until Filled

• Yes

• Additional Information

• The pay offered to the selected candidate will be determined based on factors including (but not limited to) the candidate’s experience, qualifications, and training.

North Central College provides a comprehensive benefits package, which includes:

• All-inclusive medical, dental and vision group insurance

• Health and dependent care savings plans

• Employer-paid life, AD&D and disability group insurance

• 403(b) retirement plan with employer contributions

• Employee assistance plan resources

• Tuition waiver for full-time employees, spouse and dependent children

• Generous paid time off plans, including 3 weeks vacation to start

• 15 paid holidays per year, including 5 days during NCC Winter Break

• Free access to campus health center, fitness and athletic facilities, and library

• Employee discount program

• Posting Supplemental Questions

• Required fields are indicated with an asterisk (*).

• Are you authorized to work in the US?

• YES

• NO

• Will you now or in the future require sponsorship for work authorization?

• YES

• NO

• Applicant Documents

• Required Documents

• Resume

• Cover Letter/Letter of Interest

• Optional Documents

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