What are the responsibilities and job description for the Systems Support Technician 2 position at Northwest Nazarene University Inc?
Description
The Information Technology Services (ITS) department at NNU is seeking someone to provide legendary user support and customer service. The Systems Support Technician 2 leverages technology to serve NNU’s students and employees. This position elevates the computing environment through the analysis and implementation of policies?and patches. The Systems Support Technician 2 works closely with a team of staff to provide support.
This position is a full-time, non-exempt position and will report to the IT Operations Manager.
Essential Functions
- Prioritizes, coordinates, delegates, and completes user support requests and trouble tickets.
- Serves as a point of escalation for System Support Technician 1 and help desk.
- Performs user account management and configuration.
- Acts as liaison with departments to ascertain needs and recommended solutions.
- Assists in scheduling and management of Student Technical Assistants
- Develops and enhances campus computer images and processes for supported hardware.
- Designs and implements workstation configurations and software settings.
- Performs deployment and upgrade of workstation hardware and software as required.
- Implements and automates new and existing software packages.
- Manages and enforces system update policies (macOS, iOS, Windows).
- Assists in the development and implementation of IT policies, procedures, and best practices.
- Builds, installs, and upgrades tools for campus computer labs.
- Maintains asset management and assists with lifecycle procurement and disposal.
- Troubleshoots with contracted team for installations and repairs.
- Performs data cleanup and analysis for ITS systems.
- Performs other duties as assigned.
Requirements
Minimum Qualifications
- Associate's degree (in Information Technology) or equivalent combination of education, technical certifications, and experience in the following:
- Three (3) years or more experience in Tier 2 help desk support.
- Apple DEP, School/Business Manager, JAMF.
- Microsoft 365 (Teams, SharePoint, Office), Microsoft Admin Center, Entra, and Active Directory.
- Configuration Manager, PDQ Deploy/Inventory.
- Print Server and Printer Networking
- Enterprise Resource Planning and Student Information Systems.
- Intermediate knowledge of networking environments and principles.
- Basic scripting knowledge and skills.
- Experience with Change Management Processes.
- Strong written and verbal communication skills.
- Intermediate knowledge of Audio Visual and Classroom Presentation systems.
- Ability to lift up to 50 pounds with or without reasonable accommodation.
Preferred Qualifications
- Bachelor’s Degree (in Information Technology) or equivalent education.
- 4 - 5 years of relevant experience.
- Relevant experience with the culture of higher education.
Compensation
Salary will be determined by the educational background and experience. Personnel receive a generous benefits package including health, vision and dental insurance for employee and family, life and disability insurance, flexible & health spending plan, tuition benefits, annual & sick leave, opportunities for professional development, and a retirement program.
Application Process
To be considered for this position, a complete application packet must be received.? Complete application packet will include the following:
- Letter of interest
- Application form
- Resume
- Statement of Faith
- Two professional reference letters
- Letter of reference from pastor or elder
Northwest Nazarene University is an Equal Opportunity employer. As an educational institution operating under the auspices of the Church of the Nazarene, Northwest Nazarene University is permitted, and reserves the right, to prefer employees on the basis of religion. (Title VII, Sections 702-703, United States Civil Rights Act of 1964 as amended).
