IT Senior Client Technology Support Technician - 992736

Position Overview

Nova Southeastern University (NSU) was founded in 1964 and is a not-for-profit, independent university with a reputation for academic excellence and innovation. NSU offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans, and much more. NSU is a tobacco-free university.

Primary Purpose: Provides accurate and timely advanced technical support services to students, faculty and staff via telephone, chat, email, remote and desk side support. Independently manages routine support functions and leads the team in the absence of the manager.

Key Responsibilities

• Performs advanced installation and maintenance of hardware systems for students, faculty, and staff to ensure technology resources are properly functioning.
• Performs advanced repairs and root-cause analysis of technology issues at sites and remotely to ensure timely problem resolution.
• Leads the team providing advanced support for the installation, configuration, and maintenance of hardware and software for desktops, laptops, wireless and cellular devices, Windows-based servers, peripherals, videoconferencing, LANs, WANs, and digital media.
• Assists management with the coordination of support at all facilities including classrooms, offices, clinics, videoconferencing rooms, and other university locations on or off campus as required.
• Resolves escalated issues for students, faculty, and staff encountering challenging hardware, software, and technology-related problems.
• Creates an inspection and maintenance schedule for technology equipment housed in university facilities including offices, classrooms, computer labs, and clinics.
• Creates, logs, updates, and resolves technology tickets using the appropriate ticketing system and develops knowledge base articles to support resolutions.
• Leads the team with the relocation of computers and other technology equipment within university facilities to various locations on and off campus.
• Serves as a mentor for new team members.
• Assists management with the day-to-day operations of the technology team.
• Completes special projects as assigned.
• Performs other duties as assigned or required.

Required Qualifications

• Experience Required: Minimum of three (3) years’ experience in advanced troubleshooting in an enterprise environment OR Bachelor’s Degree in a related field and one (1) year experience in advanced troubleshooting.
• Education: Associate’s Degree or 60 completed credit hours.
• Qualifications: Advanced technical support skills including installation, maintenance, troubleshooting, and repair of hardware and software; strong knowledge of computer systems, audiovisual systems, Active Directory, networking, and the MS Office Suite; excellent customer service and team leadership abilities.
• Physical Requirements: Ability to lift up to 50 pounds, climb ladders, and travel on a daily and/or overnight basis as needed.

Preferred Qualifications

• Bachelor’s degree in Information Technology or a closely related field.
• Microsoft Certified IT Professional (MCITP) or similar certification.
• Previous experience working at an educational institution.
• Three (3) years’ experience performing advanced troubleshooting in an enterprise environment.

Benefits & Perks

• Benefits: Comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans, and much more.