Senior IT Support Specialist

Job Description Summary

Working within the Libraries' Client Services unit, the Senior IT Support Specialist coordinates support in the Van Pelt-Dietrich Library Center and assists with a portfolio of campus departmental libraries. This role focuses on ensuring positive customer support experiences for staff and patrons, building strong collaborative relationships with colleagues to support library services, planning and executing complex IT projects, and managing systems and services to ensure maximum availability and security.

This position provides 2nd Tier support for Windows and Mac computer hardware, mobile devices, emerging technologies including 3D printers, scanners, and VR/XR equipment, software, and networking issues.

Job Responsibilities

• Coordinate IT Support for the Van Pelt-Dietrich Library Center while ensuring positive customer support experiences. Provide 2nd Tier support services to 1st Tier support and general staff, monitor the ticketing system, lead response efforts during major incidents, and maintain internal documentation.
• Administer servers, server-based applications, and services. Work with Library system administrators to manage Active Directory users, computers, and group policies used to manage hundreds of Windows computers throughout all libraries.
• Plan and execute complex IT projects. Work independently with leadership within departments to plan new services and upgrades to existing services. Research technical options, develop project plans, coordinate and execute work, identify key metrics, and document work.
• Act as a primary administrator for endpoint management applications including Jamf, BigFix, and CrowdStrike, used to deploy, update, and secure library hardware systems.

Qualifications

• Bachelor's degree and 2-3 years of experience supporting a variety of computing systems and software or an equivalent combination of education and experience.
• 2+ years of experience providing support for a variety of desktop operating systems, including Windows and macOS, mobile operating systems, and a wide variety of software applications, including Microsoft Office, endpoint security, and software utilities are required.
• Experience with Active Directory management tools, patching and remote management applications, and enterprise cloud services required.
• Experience with endpoint management and security tools such as BigFix, Jamf, and CrowdStrike highly desirable.