IT Support Consultant/Senior IT Support Consultant

Office of Information Technology

IT Support Consultant (Grade 9)

The IT Support Consultant provides application, operating system, desktop and mobile hardware, audiovisual, and other technology support to the University community via a combination of on-site assistance, device/endpoint management, remote troubleshooting and remote access tools. Works with administrative, academic, and research departments/centers to resolve computing issues and maintain Brown computing/mobile equipment for departments throughout their full lifecycle. Maintains service relationships with department leaders and customers. Balances and prioritizes service to multiple assigned primary departments, with responsiveness and partnership. Supports other IT Support Consultants and other OIT departments for projects, moves, and cross-coverage of sick/vacation. Provides escalation support and on-site response for Help Desk issues. Works independently and utilizes a variety of enterprise-level computing tools and expertise to solve customer problems.

Job Qualifications

• Bachelor's degree preferred
• 2-3 years of providing end-user IT computing support, deskside strongly preferred
• One or more major platform/management tool certifications preferred (SCCM, Jamf, Microsoft, Apple)
• Experience supporting enterprise-level end-user services such as file, print, network, audio visual and authentication/identity systems
• Knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS/Android) including core software/services used at Brown (MS Office Suite, Google Apps, Zoom, etc.)
• Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.)
• Knowledge of and experience with audiovisual equipment and systems
• Knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, Jamf and/or ASM preferred
• Excellent customer service skills and strong commitment to service, with effective written/verbal communication, technical follow-through, personal organization and prioritization
• Understanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in higher education preferred
• Demonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environment
• Ability to work and develop new skills independently from existing learning resources and peers/managers; self-starter
• Ability to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment
• Ability to work effectively in a group, and as a member of a project team, supporting organizational priorities

Senior IT Support Consultant (Grade 10)

The Senior IT Support Consultant provides advanced application, operating system, desktop and mobile hardware, audiovisual, and other technology support to the University community via a combination of on-site assistance, device/endpoint management, remote troubleshooting and remote access tools. Works with administrative, academic, and research departments/centers to resolve computing issues and maintain Brown computing/mobile equipment for departments throughout their full lifecycle. Maintains service relationships with department leaders and customers. Balances and prioritizes service to multiple assigned primary departments, with a high degree of responsiveness and partnership. Supports other IT Support Consultants and other OIT departments for projects, moves, and cross-coverage of sick/vacation. Provides escalation support and on-site response for Help Desk issues. Works independently and utilizes a variety of enterprise-level computing tools and expertise to solve customer problems.

Job Qualifications

• Bachelor's degree preferred
• 3-5 years of providing end-user IT computing support, deskside strongly preferred
• One or more MCP, MCSE/MCSA, SCCM, JAMF, or ACSP certifications preferred
• Experience supporting enterprise-level end-user services such as file, print, network, and authentication/identity systems
• Expert knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS/Android) including core software/services used at Brown (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, etc.)
• Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.)
• Demonstrated ability to create effective user and technical documentation
• Knowledge of and experience with audiovisual equipment and systems
• Advanced knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, JAMF and/or ASM
• Excellent customer service skills and strong commitment to service, with effective written/verbal communication, technical follow-through, personal organization and prioritization
• Understanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in Higher Education preferred
• Demonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environment
• Ability to work and develop new skills independently from existing learning resources and peers/managers; self-starter
• Ability to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment
• Ability to work effectively in a group, and as a member of a project team, supporting organizational priorities
• Proven ability to analyze, troubleshoot, and problem-solve complex technical issues as well as recommend appropriate technology solutions for complex user problems
• Excellent project planning skills and ability to lead small project-based teams
• Proven ability to mentor and train other team members.

Successful completion of a criminal background check and education verification is required.