Infrastructure and Systems Specialist

POSITION SUMMARY: Under the direction of the Information Systems Manager, the Infrastructure and Systems Specialist's role is to ensure the stable operation of the in-house computer network. This includes participating in planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links. The incumbent will also analyze and resolve end user Apple IOS, Linux and Windows hardware and software computer problems in a timely and accurate manner and provide end user training where required. 

Must possess extensive knowledge PowerShell, Office 365, Active Directory, Networking, Virtualization, Imaging including troubleshooting and installing Apple IOS, CSS, Java script, MySQL, JIRA.

Educational Requirement: Associates or Bachelor's degree in Computer Science, Information Systems, or a related field from an accredited institution.

Additional Requirements:

• Experience supporting virtual infrastructures, including Oracle, VMWare (6.x or higher), and SANS.
• Advanced skills in installation, configuration, and troubleshooting for MAC OS (10.14 or later) and Windows 10.
• Expertise with Microsoft Office 365 applications, particularly Forms, Power Automate, and SharePoint.
• Strong knowledge of Linux, Unix, Windows, CrowdStrike, and Windows Defender or equivalent.
• Experience with wireless network support, including setup, configuration, and troubleshooting.
• Experience supporting printers and copiers, including setup, configuration, and troubleshooting.
• Exceptional organizational skills with the ability to manage multiple projects independently.
• Excellent customer service skills with strong interpersonal, oral, and written communication abilities.
• Ability to work effectively with a diverse student body, faculty, and staff.
• Reliable transportation for travel between Quincy, Plymouth, and Boston locations.
• Capability to lift and move technology equipment up to 60 lbs.
• Flexibility to work occasional nights and weekends as required.
• Highly self-motivated and directed.
• Ability to perform essential functions with or without reasonable accommodation.
• Valid driver's license.

WORK CONDITIONS:

• Engage in service repair activities such as replaceable unit swapping, image loading, and unit testing following detailed scripts.
• Frequent use of hands and fingers for operating computer keyboards, mice, power tools, and handling computer components.
• Inspect cables in floors and ceilings.
• Lift and transport moderately heavy objects like computers and peripherals.

Essential Functions:

• Provide support for educational technology, hardware and software systems, wired and wireless networks, media support for events, and classroom and office technologies in person, online, and via phone.
• Identify, diagnose, and resolve technology issues related to software, hardware, networks, email, phone systems, and educational technology through various communication methods.
• Specialize in campus-wide MAC support, including the design, development, and distribution of secured and standardized Apple iOS configurations using the latest technologies.
• Manage help desk tickets using appropriate software, ensuring service-level agreements are tracked and met.
• Respond to issues promptly, troubleshooting and resolving or escalating incidents as needed.
• Deliver, set up, and configure hardware, software, and peripherals for instructional purposes and college events.
• Perform desktop hardware repairs and coordinate timely repair of computer equipment with third-party vendors.
• Provide support for printers and copiers, including setup, configuration, and troubleshooting.
• Stay current with emerging information technology trends and developments.
• Oversee improvements to the reliability, security, and efficiency of electronic information, ensuring industry standards and security best practices are enforced.
• Participate with network hardware, troubleshoot network issues on switches, servers, endpoints, and access points.
• Maintain Active Directory, including users and groups, DNS, DHCP, WINS, and Group Policy.
• Plan, deploy, manage, and troubleshoot physical and virtual servers, applications/services, client workstations, and network peripherals.
• Travel to other campus locations to assist with and respond to user issues.
• Ensure clear, concise communication without technical jargon and practice active listening to fully understand user concerns.
• Maintain a comprehensive, searchable knowledge base that includes troubleshooting guides, deployment practices, and configuration requirements.
• Provide ongoing training for help desk staff to keep their skills and knowledge current and empower support agents with the tools, training, and authority needed to resolve issues independently.
• Implement an effective ticketing system to handle support tickets efficiently, ensuring they are prioritized by urgency and tracked until resolution.
• Offer support through multiple channels, such as email, phone, live chat, and self-service portals, to provide users with various options for reaching help.
• Collect user feedback to understand their experiences and make necessary adjustments to enhance service quality.
• Implement proactive measures to identify and address potential issues before they impact users.
• Ensure that support tickets include enough detail to replicate and understand issues clearly, and customize logs to provide actionable insights.
• Define and document clear guidelines for handling different types of customer queries, tickets, escalation processes, and resolution timeframes.
• Participate with cybersecurity measures by participating in security best practices and monitoring electronic information for integrity, availability, and confidentiality.
• Participate with web applications and web services using Java, Python, Content Management Systems, and other web technologies.

Additional Information:

EEO Statement: 

Quincy College is an equal opportunity employer committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy. Quincy College is committed to achieving a diverse workforce and complies with all Federal and Massachusetts State laws, regulations, and executive orders regarding non-discrimination and affirmative action.  

Salary Range:$55,000.00 - $65,000.00

Please note applications must be sent via:

https://www.interviewexchange.com/jobofferdetails.jsp?JOBID=198608

Inquiries through LinkedIn will be ignored.