What are the responsibilities and job description for the Client Support II - Information Technology position at Ashland University?
Job Description
This position is responsible for Tier 2 & 3 support monitoring, maintaining, testing, and repairing Ashland University workstations, and classroom equipment. This position will also provide oversight, mentoring, knowledge bases, and training student workers. Be well versed in current and emerging computing, mobile device, and workstation technologies as they apply to the University environment. Provide recommendations and insight on best practices in their support. Conduct periodic needs analyses as directed by the Director of Information Technology Support Services. Provide formal and informal training, and expert level field troubleshooting.
- Implement Tier 2 technical and client support services (e.g., install, configure, troubleshoot and maintain a variety of University hardware, software and miscellaneous equipment).
- Develop, test, implement, maintain and support campus hardware and software.
- Work with Vendor’s to get installs, firmware updates, and ongoing issues resolved.
- Focal point for Information Technology customer service both in person and on the phone.
- Strong knowledge of Quest KBox, JAMF, & TeamViewer a plus.
- Monitor, manage, maintain, and update of enterprise workstations.
- Diagnose and correct operating and performance issues.
- Monitor evolving technologies, upcoming OS’s, and make strategic recommendations to the Director, Information Technology Support Services.
- Work with student workers; mentoring, training, answer questions and troubleshoot issues.
- Occasional non-standard hours.
- This is not a remote position – employee must be onsite.
Required Qualifications
- Associate degree, plus three (3) years relevant experience, or equivalent combination of education/certification/experience
- A Certification or higher required
- Microsoft Certification Required (i.e., Windows 10, Windows 7, Microsoft Certified Desktop Technician) and/or Apple Certification(s)
- Must be or able to get Apple & Dell Certification within six (6) months of hire
- Three (3) to (5) years customer service and/or product support experience
- Prior experience working in multiple complex technology initiatives and teamwork
- Proven experience with Microsoft or Apple technologies and workstation technologies
- Demonstrated attention to detail and ability to communicate and document effectively, both verbally and writing
- Proficiency utilizing and troubleshooting Windows and/or Mac Operating System and MS Office Suite
- Ability to work independently and within a team
- Ability to prioritize, schedule, and meet deadlines
- Advanced skills in the use of troubleshooting and repair technology applications
- Able to work on multiple projects concurrently and meet hard deadlines
Preferred Qualifications
- Bachelor’s Degree and associated certificates and accreditations related to workstation management, networking, information systems, customer service, etc.
- Five (5) to 10 (10) years Tier 2 customer service and/or technical product support experience
- Experience working with KACE (Quest KBox) Endpoint Systems Management Appliance
- JAMF experience and/or training
- Technical experience with troubleshooting and repairing computer equipment at a university
- Background on Operation’s Systems, software (Adobe, MS Office, Utilities, etc.), hardware, active directory, and server patching
- Management or technical lead experience
- University Tier 1, 2 or 3 technology troubleshooting and repair
Physical Demands
- Office environment with some lifting and hauling of equipment up to 60 lbs.
- Typical work week: 8AM – 5PM, however, some weekend and evening work hours required.
- Cellphone availability during normal and after work hours required.
- Valid driver’s license and ability to drive to remote campus locations and attend training as assigned.
Anticipated Start Date of New Hire
01/02/2025
Anticipated Number of Hours Working per Week
40
Shift Required?
First
Job Duties
Posting Detail Information
Posting Number
S889P
Number of Vacancies
1
Desired Start Date
01/02/2025
Job Open Date
12/10/2024
Job Close Date
Open Until Filled
Yes
Special Instructions to Applicants
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