Benefits and Perks:

• Pay: competitive pay, based on experience
• Medical, Dental and Vision health insurance offering
• Voluntary STD, Life, and Accident coverage
• 401K with employer match
• Basic Life Insurance, Long Term Disability Insurance, and AD&D Insurance provided by the company at no cost to the employee
• PTO
• Bi-Weekly Pay
• Online pay stub access
• 24-7 office support

Key Responsibilities:

• Deliver timely and high-quality incident resolution, focusing on root cause analysis, prevention, and knowledge transfer.
• Manage escalations and sub-cases to ensure timely and high-quality resolution of all issues.
• Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
• Performs complex problem solving and assistance on diverse software applications and hardware systems for department users
• Provides in-depth individual and/or group instruction and training to faculty and staff
• Performs diverse technical assistance, documents findings and performs maintenance duties in support of a large unit that may encompass a variety of user support needs.
• Maintains, updates and audits record keeping systems; documents projects, writes and maintains user instructions.
• Performs advanced technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves complex system hardware, software, and network failures and conflicts.
• Participates in and/or leads the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
• Participates in and/or leads research and development initiatives and provides assistance in the implementation of new technologies.
• Oversees and performs the installation, configuration and maintenance of computers, networks, workstations and/or other related equipment and devices.
• Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
• Performs miscellaneous job-related duties as assigned.

Requirements:

• A 4-year technical degree or equivalent work experience, plus a minimum of 5 years of experience in technical support or MIS in an Enterprise environment.
• Demonstrated technical competence with Microsoft BackOffice Technologies.
• Conversationalist level of knowledge of all Microsoft products used in an enterprise environment. MCSE certification is preferred.
• Strong technical writing skills and familiarity with Microsoft Office Applications.
• Ability to effectively communicate with customer managers and executives on technical and business issues.
• Strong organization, time management, project management, and negotiation skills.
• At least 3 years of experience working with Microsoft Skype for Business and Microsoft Teams.
• Strong background in Windows-based operating systems and applications with at least 3 years of experience.
• Strong network and/or VoIP experience with underlying technologies, including Routing and Switching Protocols, TCP, DNS, QoS, SIP, VLANs, and WAN protocols, with at least 3 years of experience.

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