The IT Support Specialist will build and maintain users’ trust in the IT
Maintenance and Support Group as a skilled expert, troubleshooting, and
addressing issues. This role will rely on problem-solving and people
skills to assure Pac-12 users have swift resolutions to their technical
problems. This position will keep their own technical know-how up to
date. Relying on customer service talent and an empathetic nature, this
role will provide technical support every day.
Specifically, this position will provide insightful advice and friendly,
hands-on technical support to Pac-12 users. This role will quickly
diagnose issues on the spot, explaining situations with confidence,
patience, and empathy. Getting users up and running again, as quickly as
possible is a priority. Committed service is provided with style,
speed, and skill. Building the trust of Pac-12 users and coworkers
alike will be done by offering guidance, knowledge, and even tips and
training.
Work hours may include nights, weekends and holidays. This position
reports to the Senior Manager, Technology Support.
SPECIFIC RESPONSIBILITIES:
- Technical Support – Provide Help Desk support on both Mac and PC
platforms, to the entire Pac-12 company. Perform installation,
configuration, troubleshooting, technical support and repair of
desktop, IT and AV systems across multiple functional areas. Act as
a first point of escalation for Company workers regarding IT issues.
- Maintenance – Participate and contribute to a preventive maintenance
program and schedule in order to provide the Company with an
efficient and reliable IT infrastructure.
- Day-to-day – Daily tasks will include: Google administration and
integration, enterprise Mac support, enterprise deploy solutions
such as JAMF, maintain WDS Image Library, General hardware and
software support; Desktop security and antivirus and patch
management; LAN support, Active Directory support; Mobile device
integration and support; VPN account set-up, Employee onboarding and
off boarding; maintain and audit software license and hardware
inventories; and VoIP system administration.
- Staff set-up - Set up, change and tear-down of equipment for
end-user use, performing or ensuring proper installation of cables,
KVM, operating systems, and appropriate software. Document
all changes.
- Customer-focused Approach - Provide a customer care philosophy that
emphasizes customer satisfaction.
- Emergency – Availability to participate, respond to and manage 24x7
responses to emergency facility needs.
- Other duties as assigned by manager.
REQUIREMENTS:
- Excellent customer service skills
- Strong OSX and Windows knowledge, including some AD administration.
- Technical training in Computer Networking and Network Security.
- Excellent verbal, written, organizational and communication skills.
- Previous VOIP configuration/administration (Cisco Communications
Manager preferred).
- Previous experience with cloud based services (including Google Apps
for work).
- An aptitude for acquiring skills in technical repairs and an
eagerness to learn.
- Excellent time management skills and can make decisions quickly.
- Minimum of one to three years of prior work experience in a helpdesk
or customer-facing role.
- Minimum of Associate’s Degree or Technical Certificate in
electronics, computer or related field, Bachelor’s degree preferred.
- Flexible work schedule, including the availability to participate,
respond to and manage 24x7 responses to emergency facility needs.
- Other duties as assigned by manager.
PREFERRED:
- Experience with Virtualization, A/V technologies, Single sign-on
systems, Windows or Apple automated systems management a huge plus.
- Knowledge and experience in both IP technology and principles and
broadcast technologies design and support.
- Scripting knowledge (BASH, Python, Powershell, Applescript, etc.)
- Familiarity with digital media industry including online, TV
everywhere, mobile, tablets and other emerging technologies.
- Any certification such as ACSP, CompTIA A+, HDI-SCA, CCNA, CBNE,
and/or CCENT is a big plus.