• Careers
•
Help us make a difference in higher education.
• We believe that our employees are our greatest assets, and we value the knowledge and expertise that they bring to not only Dynamic Campus but to our partner institutions.
•
Our client satisfaction is firmly rooted in the achievements of our employees and their commitment to leveraging their expertise to identify and deliver the best solutions for our clients.
• Position:
• Lead Technical Support Specialist
• Location:
• Worcester, MA
• Job Id:
• 215
• # of Openings:
• 1
• Lead Technical Support Specialist
•
This position provides technical and administrative support of desktop computers, desktop applications, mobile devices, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. In addition, duties include asset management and device wiping/restoration. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position's responsibilities require independent analyses, communication and problem solving.
• Duties & Responsibilities:
•
• Support Desktop Technology, and Lab/Classroom Technology functional areas
• Manage student workers; provide assignments, training, confirm completion of tasks, and ensure accurate recording of their hours.
• Responsible for managing all desktop software including renewal of contracts and tracking license counts to ensure compliance.
• Serve as project lead on various system upgrades and maintenance.
• Perform hands-on technical upgrades and deployments.
• Responsible for image maintenance and deployment utilizing SCCM and JAMF
• Responsible for rollout of new PCs, laptops, in accordance with applicable replacement schedules and associated licensing
• Receive, respond, and resolve Help Desk tickets providing desktop technical support to effectively troubleshoot and solve desktop hardware and software issues with strong customer service skills.
• Professional, discrete, and service-minded communication with customers in all modes: telephone, email, instant message, text or in person.
• Administration and oversight for desktop and client policy.
• Maintains inventory control of all circulating equipment.
• Keep office and storage areas neat and organized at all times.
• Provide productive feedback and process improvement ideas.
• Research new technologies and make recommendations.
• Develop, document and train others on IT systems and best practice procedures.
• Maintain software-testing environment for new security patches, Windows updates, etc.
• Coordinate repair and equipment disposal services from outside vendors, including appropriate record keeping, and confirms that repairs have been satisfactorily completed and disposal certified.
• Follow best practices to ensure end user data is protected and recoverable
• Maintains historical records by documenting hardware and software changes and revisions.
• Maintains client confidence and protects operations by keeping information confidential.
• Provide orientation overviews related to IT services or software/hardware
• Performs other related duties as assigned.
• Required Skills:
•
• JAMF - Apples Mobile device management system.
• Sophos Endpoint Security Management
• Advanced proficiency with standard Microsoft products, with emphasis on O365 and SCCM.
• Thoroughly understand multiple versions of the Windows desktop operating system, MAC OS, and patch and imaging technologies
• Minimum of 2 years of work history in desktop support with direct customer interaction.
• Adaptive and flexible, with a positive 'can do' attitude.
• Resourceful and quick to take initiative.
• Detail-oriented w/strong problem-solving and troubleshooting skills.
• Prioritization while multi-tasking under pressure and within short time constraints.
• Exceptional written and verbal communication skills, as well as organizational and interpersonal abilities.
• Able to work independently and professionally with all levels of the organization.
• Ability to adjust work schedule to business needs.
• Must be able to lift 50 lbs. as need to move equipment acros
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