IT Support Specialist

Purpose: The Senior Desktop Support Technician is a top-level technical expert responsible for maintaining, troubleshooting, and optimizing enterprise desktop computing environments. This role involves advanced support for both hardware and software systems, ensuring seamless operation of workstations, peripherals, and applications across the organization. The ideal candidate has deep expertise in desktop infrastructure, strong analytical skills, and a proven ability to resolve complex technical issues efficiently.

Essential Job Responsibilities

Technical Support & Troubleshooting

• Provide Tier III (Top Tier) technical support for all desktop, laptop, and peripheral devices.
• Diagnose and repair complex hardware issues, including component-level repairs and replacements.
• Resolve advanced software, operating system, and application issues across the Microsoft Windows environment (macOS and Linux environments a plus).
• Perform root cause analysis for recurring incidents and implement permanent corrective actions.

System Administration & Configuration

• Configure, deploy, and maintain desktop images using tools such as Microsoft Endpoint Configuration Manager (SCCM), Intune, or similar.
• Manage and update system software, drivers, BIOS, and firmware across the organization.
• Maintain and optimize Active Directory user and computer management, including policies, permissions, and authentication.
• Support integration with enterprise systems such as M365, Exchange, VPN, and cloud-based tools.

Security & Compliance

• Implement and monitor endpoint security measures, including antivirus, encryption, and patch management.
• Ensure compliance with internal security policies and external regulatory requirements.
• Assist in responding to security incidents affecting desktop or end-user environments.

Project & Process Management

• Lead or contribute to IT infrastructure projects such as hardware refresh cycles, system migrations, or software rollouts.
• Develop and maintain documentation for procedures, configurations, and troubleshooting guides.
• Develop, maintain, and optimize training material, process and technical, for peers and users.

MINIMUM QUALIFICATIONS

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5 years of hands-on experience in enterprise desktop support.
• Proven expertise with Windows 10/11 and Microsoft 365 ecosystems.
• Experience with hardware diagnostics and repair, imaging, remote management, and asset lifecycle management.

Technical Skills

• Advanced knowledge of:
  • Hardware architecture and peripheral technologies
  • Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
  • Active Directory, Group Policy, and Azure AD
  • Endpoint imaging and management tools (DISM, SCCM, Intune, JAMF, etc.)
  • PowerShell or similar scripting for automation

PREFERRED QUALIFICATIONS

Certifications (Preferred)

• CompTIA A / Network / Security
• Microsoft Certified: Modern Desktop Administrator Associate
• Apple Certified Support Professional (ACSP)
• ITIL Foundation Certification

Soft Skills

• Excellent problem-solving and analytical abilities
• Strong communication and documentation skills
• Customer-focused mindset with the ability to translate technical language for end-users
• High level of initiative and ownership of assigned tasks

Physical & Working Conditions

• May require occasional lifting of computer equipment (up to 40 lbs).
• Occasional after-hours support or on-call duties.

ADDENDUM TO POSITION DESCRIPTION

Cleveland University-Kansas City does not discriminate with regard to applicants or employees on the basis of race, color, religion, age, sex, national origin, ancestry, marital status, veteran status, or any other status protected by law.  Cleveland University-Kansas City does not discriminate with regard to applicants or employees with disabilities and will make reasonable accommodations when necessary.  The following are essential abilities and physical requirements for all positions at the University.

• Ability to communicate effectively with others.
• Ability to work cooperatively with colleagues and supervisory staff.
• May be exposed to short, intermittent and/or prolonged periods of sitting and/or standing in performance of job duties.
• May be required to accomplish job duties using various types of equipment/supplies to include, but not limited to, pens, pencils, calculators, computer keyboards, telephones, etc.
• May be exposed to prolonged periods of computer usage.
• May be required to be available outside of normal business hours.
• May be required to transport oneself to other campus offices, conference rooms, and, on occasion, to off-campus sites to attend meetings, conferences, workshops, seminars, etc.

Institutional Vision

The Cleveland vision is to be recognized and respected as a leader in health promotion.

Institutional Mission

Cleveland University-Kansas City educates and develops leaders in health promotion.

Institutional Core Values

Integrity/Accountability – Collaboration/Teamwork – Excellence/Service
Health/Well-being – Diversity/Respect – Innovation/Creativity