The Division of Advancement requires a customer service-oriented Computer Consultant II to provide advanced technical support and issue resolution across a wide range of systems, applications, devices, and environments. This position is responsible for providing a wide range of hardware, software and platform support and maintenance for the technology tools of approx. 200 divisional staff across the division's geographically distributed units. This member of the technical services team will lead day-to-day support related, but not limited to; delivering help desk support via use of the Orange Tracker ticketing system, build/deploy/install devices , execution of Powershell commands for shared environments/devices, managing the repair, updates and replacement of mobile devices (iPhones and iPads), managing inventories of equipment related to fundraising events (iPads, AV equipment) and support of AEA hybrid and virtual events in Teams and Zoom. The consultant works independently in locations across campus/unit locations and may be required to work some non-business hours to fulfill event needs and system updates.
The Division of Advancement & External Affairs expresses a shared mission that is collaborative, trusted, respectful, future-focused and is aligned with the overall University. All current and new employees embrace and demonstrate dedication to promoting shared values in an inclusive work culture to propel the future of advancement operations in their everyday work.
Education and Experience
- A Bachelor's degree and/or an equivalent combination of education and experience is necessary.
- Considerable experience in teaching, consulting, and using a suite of software tools including word processing, spreadsheet, database systems, electronic mail is necessary
Skills and Knowledge
- Extensive and Up-to-date technical knowledge of computer hardware and software applications for PCs, Macs, MSOffice, networks, servers, current database management systems and familiarity with Cloud environments.
- Proficiency supporting current versions of Windows, and mobile (iOS and Android) devices in a networked environment.
- Familiarity with supporting Zoom and Teams virtual meeting platforms
- Hardware and software troubleshooting and problem-solving skills.
- Excellent customer service skills.
- Strong written communication skills
- Considerable experience developing/implementing/ supporting technological solutions for a wide variety of IT challenges.
- Candidate should have experience and be comfortable with providing direct support to a variety of end users.
Responsibilities
- Schedule and respond to end user support requests, related to computer connectivity, software use, hardware issues and cell phones, received via the Jira ticketing system in a timely manner. Ensure all divisional staff and student employees, have fully functioning technology tools for productive workflow. This includes divisional staff located in several on-campus locations and multiple off-site locations including NYC, LA, Washington DC and full-time remote staff in various locations. Identify and implement short- and long-term solutions for issues that generate duplicate help requests. Effectively document and maintain department and project standard operating procedures.
- Build, test, install and deploy IT equipment, including Windows desktops, laptops, and iPhones, to new and current users consistent with position specific needs for hardware and software and while following replacement and upgrade cycles. Maintain inventory of IT assets and assignment by staff member. Manage hardware inventory, plan upgrade lifecycle replacement calendar, and replace aging equipment consistent with calendar or as necessary.
- Function as project support for various initiatives including; platform implementation, software upgrades, new product implementation, major event support (in-person, hybrid and remote), and /or division training needs. Utilize project management tools while coordinating/working with internal and external partners to ensure proper execution and functionality.
- Provide assistance /support in managing shared server environments including resources for printers, computers, and user policies. This will include use of PowerShell (SUper) commands to apply proper access and policy implementation to users and machines.
- Assist in the coordination and training of new employees for ongoing divisional needs and as part of their technical onboarding and continuing development process. This will include one-on-one interactions and small group training.
Physical Requirements
Not Applicable
Tools/Equipment
Not Applicable
Application Instructions
In addition to completing an online application, please attach a resume and cover letter.