IT Service Desk Technician Level 2
1 week ago
Overview
Gordon-Conwell is a multi-denominational evangelical Protestant graduate school, unique with its broad array of over 2100 students and 200 faculty and staff from 98 denominations and 64 countries. Our four campuses include a residential model of education at South Hamilton, MA (residential campus); an urban context offering classes in five languages in downtown Boston, MA; and adult educational models in both our Charlotte, NC campus and our offerings in Jacksonville, FL.
Our mission is to prepare men and women for ministry at home and abroad. Rooted in the gospel and God’s Word, the seminary seeks to develop Christian leaders who are thoughtful, globally aware, spiritually mature, and ready for a broad array of ministries. While being historically orthodox and evangelical, we seek to address the issues of our times with both relevance to the culture and faithfulness to Christ and God’s truthful Word.
Position Summary: Under the supervision of the IT Manager, you will be part of the Technology Services team. Working closely with other institutional Technology Services staff, you will be the primary support representative for Hamilton-based users while providing support to users at all campuses. You will play a crucial role in handling front-line support and IT systems maintenance and issue resolution, utilising our leading-edge IT Service Management platform to provide structure for continually improving customer service, perception, and satisfaction.
Key Responsibilities:
Service Desk Support (65%):
o Respond to user inquiries in a timely manner and troubleshoot issues to resolution; Issues may relate to hardware, operating systems, applications, printing, and network systems.
o Communicate effectively with users and IT staff regarding solutions, escalations, and prioritizing customer experience.
o Document communication and resolutions in the ticketing system for future reference and trend analysis.
o Provide training to end-users on basic system usage, best practices, and other IT-related topics.
o Create user guides and training materials for common IT processes.
Systems Maintenance & Account Management (15%):
o GCTS systems include but are not limited to Access Rights Management (Active Directory/Azure AD), Mobile Device Management (Jamf), Microsoft Systems (Office 365), and print management (Papercut).
o Create, modify, and deactivate user accounts as per the organisation's policies.
o Manage permissions and access levels for various user roles.
o Collaborate with external partners and internal staff to implement and improve IT processes.
o Maintain accurate knowledge base documentation of system configurations, procedures, and troubleshooting steps.
o Document systems with proper access controls and knowledge base information.
Hardware & Network Infrastructure (15%):
o Serve as the "boots on the ground" for deploying, maintaining, and troubleshooting IT hardware and network infrastructure.
o Collaborate with external partners and internal staff to resolve issues within Service Level Agreements (SLAs).
o Manage computers, peripherals, printers, phones, and wired/wireless network equipment.
o Maintain an inventory of hardware and software assets, ensuring accurate records of equipment and licenses.
Stay updated on industry trends and technologies (5%).
· Other tasks as assigned, including participation in cross-functional and interdepartmental projects.
Required Competencies
Education and Training:
o Minimum 3 years of experience in higher education, non-profit, or corporate IT support.
o Bachelor's degree in a relevant field or equivalent training and experience.
o ITIL certification preferred, relevant technical certifications a plus.
Technical Skills:
o Windows Administration: Competency in Active Directory, Access Rights Management, Office 365, PowerShell, and Microsoft technologies.
o Mac Administration: Experience managing Jamf Pro MDM, including patch management, policy creation, configuration profiles, scripting, and device lifecycle.
o Help Desk Ticketing System and Communication: Experience with ticketing and workflow systems, Freshworks preferred. Proven written and verbal skills for clear and smooth information flow.
o Problem-Solving & Strategy: Strong understanding of hardware, operating systems (Windows & Mac), network infrastructure, and applications. Ability to develop long-term and short-term solutions for departmental and institutional goals.
Soft Skills:
o Excellent customer service skills and the ability to build positive relationships.
o Strong written and verbal communication skills.
o Teamwork and collaboration skills.
o Ability to analyze, interpret, and evaluate data.
o Strategic and creative thinking skills.
· Physical:
o Ability to lift 40 pounds.
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