JOB DESCRIPTION
DATE : February 21, 2025
JOB TITLE : Sr. Technical Support Specialist – Academic IT
DEPARTMENT : Administrative and Network Services
SCHEDULE : Full Time, Non-Exempt (Hourly) M–F; 9am - 5pm, Flexible, Hybrid
REPORTS TO : Director of Information Technology
SALARY : $65,000 -$75,000 annual salary; commensurate with experience
POSITION OVERVIEW :
Under the supervision of the Director of Information Technology and Desktop Support Manage the specialist will be responsible for the management, coordination, and support of the technology infrastructure for several academic departments.
The role covers non-traditional technical and strategic requirements with the core customer base of graduate programs and specialized administrative offices. This is a hands-on senior role that will drive the management methodology and communication strategy employed across diverse academic groups with standard and complex technical requirements. Support is rooted in the following functional areas : cloud hosted and on-premise academic systems design and configuration; staff, faculty, and student end user computing support; audio visual integration focused on instruction; website strategy and social presence management; and cloud hosted systems integration and management. This role is positioned within the primary IT department for the college and will provide specialized crossover-support to the college's traditional administrative staff with their desktop support needs.
DUTIES AND RESPONSIBILITIES :
- Configure and maintain the FreshService service desk platform to support the Academic IT Help Desk trouble ticket management, change management approval workflows, time tracking and resource allocation, and service catalog.
- Develop a shared knowledge base accessible to academic departures for self-directed issue resolution.
- Develop a new hire on-boarding technical knowledge base and workflow.
- Leverage service desk software to track IT assets per academic department.
- Develop systems support architecture for managing the workstation installations and SaaS services utilized at various departments across the campus.
- Develop service tiers; rates and chargeback structure for on-going support and project management.
- Work with the SVA's Administrative and Network Services (central IT), Security, Facilities, and Purchasing departments to maintain and ensure the academic staff offices, studios and classrooms are operating efficiently.
- Meet regularly with the department Chairs and Directors of Operations to evaluate new initiatives and review any outstanding support items.
- Assist the Chairs and Directors of Operations with management of security card access to their respective offices, studios, and classrooms.
- Provide technical support in the coordination and operation of events e.g., Information Sessions, Special Lectures, Exhibitions, Thesis, and Off-campus workshops.
- Coordinate with the Ellucian Colleague Computing team (ERP platform), Network Operations team, and Enterprise Systems Engineers to implement key projects and integrate enterprise class applications and security systems across multiple environments.
- Act as a backup to other members of the team including desktop support, call center operations, and network management, as needed.
- Work closely with the participating academic department administration regarding the operation of their facilities, including the supervision of any lab assistants.
- Assist faculty and students with software and hardware support, problems and questions.
- Provide departments specific software and hardware recommendations for budget consideration.
- Assist department with creating and tracking purchase requisitions and maintenance support contracts for hardware, software and leased equipment.
- Stay abreast of current and future software / hardware developments by attending related conferences and exhibitions.
- Stay abreast of trends in hardware, software, web, and social media.
- Research, development and consultation for new machinery, software and support systems.
- Departments with Academic IT support oversight :
MFA Fine Arts
MFA Design for Social InnovationMFA Interaction DesignMFA Visual NarrativeMPS BrandingMPS DirectingMPS Digital PhotographyMAT Art EducationMA Curatorial PracticeMA Design ResearchVisible Futures LabArt Therapy Outreach CenterAssist in organizing and maintaining the centralized policies driving the endpoint management platforms including JAMF Pro and Microsoft Intune for the various departments on campus.Provide a consistent system configuration for MacOS workstations per departmental JAMF site and integrate the workstations with peripherals such as scanners, printers, video equipment and projectors.Ongoing support of the operating system and hardware for centralized IT resources.Ongoing documentation of all systems and procedures, preferably captured in the service desk database.Configuration, installation, and scheduling of enterprise class applications, as well as hardware in support of the applications.Monitoring, patching, and troubleshooting enterprise class applications, recommending improvements, and resolving issues in a timely manner.Build, maintain and ensure the backup of all staff computers and provide technical assistance to staff membersEnsure backup of key systems and data where needed.Conduct software and hardware research, testing, and implementation.Manage asset inventory and service catalog in Freshservice service desk platform.Propose and develop means of digital outreach through existing and new marketing platforms.Develop architecture for lecture capture, live streaming events, and video conferencing as required.Provide guidance in developing a digital asset library for the departments.Keep abreast of student and faculty needs pertaining to software, equipment and assistance.Maintain communication with the Academic SysAdmin group on research and development initiatives.Serve as a liaison with faculty regarding classroom technology needs and procedures.Offer workshops to graduate students on a variety of software and hardware topics, promoting a more effective use of studio equipment and efficient working environment.Help maintain Google Group and Knowledge Base resources for the academic systems administrators.Assist with the training of students, faculty, and lab assistants by running workshops on a wide variety of software and hardware topics.Other job-related duties as assignedMINIMUM QUALIFICATIONS :
Bachelor's Degree required.5 years of hands-on field experience required.PREFERRED QUALIFICATIONS :
Experience with modern programming techniques and development platforms.Experience with LMS systems such as Canvas.LICENSES & CERTIFICATIONS REQUIRED :
JAMF Pro Training 100 and 200 levels completed; 300 and 400 desirableGoogle Cloud Foundational Certification desirableKNOWLEDGE, SKILLS, AND ABILITIES :
Diplomacy and professionalism when working with individuals via email, over the phone, and in person.Sophisticated communication, organization, time management, and solution-oriented skills.Ability to work independently, be detail oriented, and take initiative to start new projects.Ability to identify issues and be proactive in driving solutions.Ability to write routine documentation, reports, and other correspondence.Ability to manage multiple priorities.Excellent people and communications skills.Ability to be a team player and concerned with the department's long-term educational goals.Ability to conduct self-directed research and complete tasks in a timely mannerStrong organizational, interpersonal and communication skills.Knowledge of Windows and MacOS hardware, operating systems and software applications, network environments, storage arrays, inkjet and laser printers, scanners, and digital media players.Working knowledge of all Adobe software, i.e., Photoshop, Illustrator, In Design, Dreamweaver, Flash, After Effects; editing software such as Final Cut Pro; HTML and other web scripting languages.Working knowledge of MySQL, Apache, DNS, DHCP, TCP / IP, and Active Directory.Fluency in standard software programs including JAMF Pro endpoint device management, Google Workspace, Microsoft 365, and FileMaker.Knowledge of video / audio software and hardware, including cameras.A / V experience and equipment management preferred.PHYSICAL REQUIREMENTS OR WORKING CONDITIONS :
Full-time position : Monday–Friday; 9am - 5pm.Flexible, Hybrid schedule : three (3) days onsite and two (2) days remote; alternate shifts may include 11am – 7pm to cover academic support hours.Shift may change according to departmental needs.Ability to occasionally work outside of normal office hours, work evenings and / or weekends; and willingness to work outside designated office hours for special events, as needed.While working remotely, will be required to maintain the same hours of work as would be performed in the office; follow the department's procedures in completing assigned job tasks; and be available during the employee's working hours via the departments established communication methods (i.e. Google chat, Slack, phone, etc.)Flexible work schedule with willingness to work overtime as needed to maintain 24 / 7 operation of the various academic facilitiesAble to lift a minimum of 25 lbs. This is the typical boxed weight of a 24in iMac 2024 computer or a typical desktop printer both of which are required to be moved around in an office space.Must have manual dexterity to operate a computer keyboard.Work in an office environment on a college campus.Team communications tools include Gmail email, Google Chat, WhatsApp, Zoom, and Slack. The technician is expected to effectively communicate on these standard channels of communication both when in the office and working remote.Mobile devices issued to IT staff member : iPhone, MacBook LaptopThe employee's desk will be in one of the IT department's three primary office space on campus.SVA operates 8 primary buildings, 4 residence halls, and 3 ancillary sites. The employee will be expected to move among all 15 facilities with the focus being the 8 primary buildings located in an east – west cluster along the 23rd street corridor in Manhattan.Transportation via ride share services is available for moving equipment and urgent situations. The team mainly walks between the Manhattan sites.SVA comprises a broad constituency of community members (end users) all of which the IT team interacts with daily. This includes administrative office staff, academic office staff, faculty, students, alumni, and the public.Collaboration is the key to success. For SVA IT, key collaborative operations groups include Audio Visual Services, Facilities (Physical Plant), Security Services (Campus Safety), and Resource Management (Office Services).APPLICATION INSTRUCTIONS
To be considered for this position, applicants must upload a Cover Letter and Resume to highlight your qualifications, skills and experience as they relate to this position.
ResumeCover LetterOnly shortlisted candidates will be contacted for further steps.
WORKING AT SVA
The School of Visual Arts has been a leader in the education of artists, designers, and creative professionals for more than seven decades. With a faculty of distinguished working professionals, a dynamic curriculum, and an emphasis on critical thinking, SVA is a catalyst for innovation and social responsibility. Comprising over 7,000 students at its Manhattan campus and over 41,000 alumni from 128 countries, SVA also represents one of the most influential artistic communities in the world. For more information about the College's 30 undergraduate and graduate degree programs.
Click here to learn what it's like to work at SVA.
The School of Visual Arts is an equal opportunity employer. Diversity and inclusion is a core principle of the College. SVA enjoys a community that represents a significant number of historically underrepresented communities, ethnic and religious backgrounds, gender identities, diverse abilities, and foreign countries, and all are encouraged to apply.
Salary : $65,000 - $75,000
