Senior Information Technology Support Specialist

2 months ago

Grand Rapids, United States Cornerstone University Full time

Are you hoping to break into a career in Information Technology? Have you been told that you have natural instincts for problem solving? Do you enjoy working with data and people? Could we interest you in taking some university classes using our tuition remission benefits? If so, we invite you to review our position and send us your resume.

CLASSIFICATION: Full-time, Hourly

SUMMARY:

The Senior Technology Support Specialist is part of a team of technicians who are primarily responsible for resolution of support requests, completing tasks and/or projects, and troubleshooting technology issues. This includes responding to inquiries and support requests for the campus phone system, campus network, software, hardware, and other university technologies. In addition to resolving support requests, each team member serves in the Technology Support Center (Helpdesk) by answering incoming phone calls, working with walk-in clients and providing troubleshooting support. As the Senior Technology Support Specialist, this person is expected to be an example to other team members in customer service and in critical thinking skills in the trouble shooting process. The Senior Technology Support Specialist serves as an escalation point for the rest of the technology support team. The core of Cornerstone University is defined and driven by its Christ-centered mission and Biblical confession.

DUTIES AND RESPONSIBILITIES:

Essential duties include:

  • Ensure timely incident resolution while maintaining a high quality of service
  • Serve as escalation point for Technology Support Specialist and rest of Technology Support team
  • Provide daily work direction and training to student IT workers under the direction of the Associate Director of Network Operations and Technology Support
  • Maintain consistent communication with team members
  • Staff the Technology Support Helpdesk during scheduled shift and assist during peak times
  • Primary content manager of IT's intranet page
  • Responsible for organization and storage of end user device inventory
Other duties include:
  • Create work orders and effectively communicate with clients via the work order system
  • Proactive problem solving and ensuring efficiency by constantly looking for areas of improvement
  • Assist with PC imaging and provide insight for image content and better PC maintenance practices
  • Willingness to learn and research new assigned concepts and specialize in those areas
  • Document solutions/procedures as needed
  • Assist IT staff with special projects
  • Attend staff meetings and training as appropriate
  • All Cornerstone University employees will regularly interact with students in a variety of projects, activities, and settings. As such all employees are expected to serve as Christian leaders and mentors by effectively living a gospel-centered lifestyle, ministering and discipling through a biblical worldview.
  • Other duties may be assigned.
PREFERRED QUALIFICATIONS:
  • Bachelor's Degree and/or 2-3 years related experience
  • A+, Network +, MCP, MCITP and Helpdesk Institute certification.
  • Advanced knowledge of PC/laptop hardware concepts and Intermediate to Advanced knowledge of MS Office software a must
  • Knowledge of programming (HTML, XML, PHP, Java) and scripting a plus
  • Excellent organizational, communications, and interpersonal skills
  • Ability to function in a fast-paced, multi-tasking role within a team environment
  • Ability to prioritize tasks effectively to ensure all assigned responsibilities are completed
SALARY AND START DATE:
  • Salary: $17 to $19 per hour, commensurate with education and experience. A full benefit package including health plans, disability coverage, and retirement is included.
  • Start Date: As soon as possible.
REPORTS TO: Associate Director of Network Operations & Technology Support

ESSENTIAL QUALIFICATIONS:
  • A personal relationship with Jesus Christ and an active Christian commitment.
  • A theology that supports the values and mission of Cornerstone University core commitments evidenced by an ability to affirm and sign the university's doctrinal statement, "The Cornerstone Confession."

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