Job is located in Glendale, AZ.
This position reports directly to the Assistant Director of Information Technology Services at the Glendale Campus. The Information Technology Specialist is responsible for delivering excellent customer service experience and technical support to all members of Midwestern University. This includes both campus locations, remote sites, and all medical clinics. This position will primarily offer direct support to our customers over the phone using remote desktop tools.
Essential Duties and Responsibilities
- Support technologies deployed by ITS, this includes desktop productivity applications, computers, laptops, mobile devices, tablets, printers, and other specialized software and hardware.
- Answer end-user desktop computing questions via telephone and email.
- Support all versions of Windows and MAC Operating Systems.
- Assist end users with application usage questions and technical issues.
- Install and configure enterprise software using KACE system management solution.
- Document, track and monitor problems using internal ticketing system to ensure resolution. Maintain hardware and software inventory systems up-to-date and observe inventory processes on all assets.
- Perform other duties as assigned.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Excellent at delivering outstanding customer service experience to all members of the organization. Desire to interact with end users or clients over the phone or in person in a courteous, professional manner. Excellent communication, organizational, and technical skills are required. Able to perform self-directed work as well as supervised work handling rapidly changing projects and priorities.
Education and/or Experience
A+, Net+ or MCP certification or equivalent is a must. A minimum of 4-5 years prior desktop related work experience is a must.
A minimum of 2-3 years of troubleshooting in a Windows environment, using Windows Remote Desktop. Expert knowledge of Microsoft Office Suite, Windows, and MAC OS. Expert understanding of LAN administration including network configuration and troubleshooting on Windows and MAC OS. Expert understanding of Windows Remote Desktop, VPN clients, and Citrix client. Experience troubleshooting hardware, PCs, laptops, iPhone, iPad, BlackBerry, and Android Devices.
High School Diploma required. BS or BA degree in Computer Science or a related area highly preferred.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to climb or balance. The employee is regularly required to stand, walk; sit; reach with hands and arms; stoop, kneel, crouch or crawl. The employee is frequently required to use hands to finger, handle, or feel; talk and hear. The employee must occasionally lift and /or move up to 50 pounds and regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job are correctable to 20/20.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is occasionally required to work in high, precarious place; exposed to outdoor weather conditions and risk of electrical shock. The noise level in the work environment is usually moderate.