Technology Support Specialist Level II

As the Technology Support Specialist, you support ACE students, faculty and staff by providing the day-to-day technology support and helpdesk services to the enterprise. This includes the management of all end-user devices, hardware, software, administrative platforms, conference room equipment, IT supplies, etc. Please note: You provide onsite support at either location when requested. You work collaboratively to support the needs of all departments to ensure the strategic development and ongoing upkeep of all enterprise platforms. You are responsible for overall ticket management, documentation, and end user computing project management. In addition, you will have assigned projects according to your skill level and understanding of the ACE environment.

Requirements

Who is American College of Education

Founded in 2005, American College of Education continues to be a leader in professional development through our online programs. The mission of ACE is to deliver high-quality, affordable, and accessible online programs grounded in evidence-based content, real-world experience and relevant application that places our students' needs first.

ACE is a premier organization that is continually recognized for its commitment to social responsibility. In 2016, ACE became a Certified B Corporation. As a socially conscious institution, we believe we have a responsibility to our students, alumni, employees, local communities, and society. We strive to make an impact in the world that goes well beyond our bottom line.

Who You Are

You are passionate about helping students achieve their educational goals. You thrive in a competitive and collaborative team environment. You are comfortable working remotely and have experience collaborating with others in a virtual environment. You possess a strong attention to detail.

As the Technology Support Specialist, you support ACE students, faculty and staff by providing the day-to-day technology support and helpdesk services to the enterprise. This includes the management of all end-user devices, hardware, software, administrative platforms, conference room equipment, IT supplies, etc. Please note: You provide onsite support at either location when requested. You work collaboratively to support the needs of all departments to ensure the strategic development and ongoing upkeep of all enterprise platforms. You are responsible for overall ticket management, documentation, and end user computing project management. In addition, you will have assigned projects according to your skill level and understanding of the ACE environment.

Compensation

ACE is committed to paying a competitive wage while staying true to our mission of maintaining high quality, affordable programs for our students. The starting hourly rate is $25.00, plus all full time employees are eligible for an annual bonus. Offers vary depending on education, prior experience, and expertise being applied to the role.

What We Look for in the Ideal Candidate

• Demonstrates self-reliance by meeting/exceeding workflow needs.
• Demonstrates positive attitude and motivation, concern for students, teamwork, and excellent time management skills.
• Follows established processes as outlined by organization and leadership.
• Completes assigned duties based on daily business needs and individual skill set.
• Consistently produces a high volume of quality work.
• Capable, and adapts as needed, to work under pressure and meet tight deadlines.
• Hybrid position requires employee to be able to commute within driving distance to Indianapolis when required and to be able to travel to designated location as required for ACE events (e.g., but not limited to HLC, CAEP, Commencement, etc.).
• Proven ability to work independently with limited supervision and with other department personnel.
• Must support and embrace the College's B Corp mission to improve the people and communities we serve through our civic engagement initiatives.
• Must have exceptional communication, organization, and time management skills.
• Must be "self-motivated" as well as creative and efficient in proposing solutions to complex, time-critical problems.
• Must be collaborative in driving decisions and be a team-player.
• Must have proven analytical and problem-solving skills with a high attention to detail.
• Builds and maintains student satisfaction.
• Recognizes and anticipates student needs.

Day to Day Responsibilities

In this role you will wear different hats, but your skills will be essential in the following areas:

• Serves as helpdesk and support technician for the college.
• Oversees ticket churn and maintains low ticket response times.
• Responsible for overseeing end user computing updates, upgrades and projects.
• Fields incoming help requests from end users via both telephone and tickets.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules customer communication. Escalates tickets and/or issues (when required) to the TSS III or the Sr. Technology Support.
• Ensures tickets track the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Also creates and updates Knowledge Base articles for the college to utilize.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications and testing resolutions.
• Sets up new hires and conducts technology onboarding of new hires.
• Images end user devices when needed.
• Performs post-resolution follow-ups to help requests.
• Develops help sheets and knowledge base articles for end users.
• Keeps all asset lists up to date with any adds, moves, or changes.
• Manages adds, moves, and changes to system access per Human Resources requisitions.
• Updates distribution lists within email system per Human Resources requisitions.
• Completes education levels associated with systems and software utilized by ACE.
• Maintains accurate knowledge of all security platforms utilized by ACE.
• Maintains accurate knowledge of all MFA platforms utilized by ACE.
• Understands, maintains accurate knowledge, troubleshoots and maintains the ACE SharePoint sites and libraries in conjunction with associated security groups.
• Completes daily tasks associated with system checks for up/down status.
• Completes and escalates as necessary any and all infrastructure alarm notifications.
• Trains Technical Support Specialist I and entry level personnel on day-to-day responsibilities and tasks associated with maintaining a secure and operational environment for all ACE staff and students.
• Completes assigned education to maintain knowledge and skills beneficial to ACE and all its IT related systems and functionality.
• Reviews TSS level I tickets for constructive feedback and training.
• Ensures all assigned projects are completed within the assigned timeline.
• Assists with the annual refresh of employee assigned computers.
• Onsite attendance required whenever requested.
• Tests all requested equipment utilized during onsite visits such as, but not limited to board meetings, team meetings, HLC, CAEP, etc.

Qualifications and Education Requirements

• Microsoft and Apple relevant IT completed training and/or certification preferred.
• Minimum 2 years' experience utilizing and in-depth knowledge of Active Directory, Microsoft 365 administration, new hire set-up and IT onboarding, conference room IT equipment, and MFA administration.
• Minimum 2 years' experience utilizing and implementing Microsoft and Apple devices and software with supporting in-depth knowledge of their operating systems.
• Minimum 2 years' experience with supporting end user devices and device management.
• Minimum 2 years' experience in imaging end user devices, remote access and support.
• Minimum 2 years' experience with managing system security, policies and procedures.
• Basic knowledge and understanding of Microsoft 365 security administration and functions.
• Knowledge of computer hardware.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Reliable transportation to travel to our Indianapolis office as needed.

Our Commitment to Employees

Just as we strive to empower our students for success, we also aim to enrich the lives of our employees. For 6 consecutive years, ACE was recognized as one of Indiana's Best Places to Work, winning the #1 spot for medium-sized companies in 2020. In addition, ACE has earned national recognition, being named a USA Top Workplace in 2022, 2023 and 2024. As a virtual first organization, we celebrate diversity and are committed to creating a family-like inclusive work environment. For our full-time employees, we offer the following benefits:

• Medical, dental, & vision Insurance
• HSA and FSA options
• Paid parental leave
• Paid volunteer time
• Tuition reimbursement & reduction programs
• Generous PTO
• 401k and employer match
• Full-service wellness and EAP program
• Employee recognition and awards programs
• Employer paid life & AD&D insurance
• Short-term disability
• Employer paid long-term disability
• And more...

Physical Demands
The physical demands described here is representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with and receive communications from students and ACE employees in real time using online and other electronic media. On occasion, the employee will be required to stock, package and ship IT devices and equipment, and thus must be able to lift, carry, push, and pull up to 70lbs.

Diversity

At American College of Education, we believe that the best learning environment for students and staff is one in which we encounter viewpoints and experiences that are different, yet complementary to ours. This environment is fostered by the presence of persons with diverse backgrounds. We recognize that acknowledging diversity is a necessary precondition, but sustained effort is necessary to ensure equity and greater inclusion. Through strategic planning and initiatives, we seek to develop programs that promote equity and inclusion for everyone so that all members of ACE's community can reach their full potential. To create and maintain a truly diverse, equitable and inclusive learning community, we strive to make all feel equally valued, and we uphold our Commitment to Freedom of Expression. We may celebrate diversity, but we "live" inclusion.

Additional Notes

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

ACE employees are expected to disclose material uses of AI when using it to complete work outside of their day-to-day responsibilities as outlined in their job description or identified by their leader. Material uses, for the purposes of this policy, are defined as more than 50% of the work product. Please refer to ACE's AI Disclosure policy for more details.

Internet bandwidth speeds from an employee's remote work location must be a minimum of 50Mbps download speeds and 5Mbps upload speeds. Please note if the bandwidth is shared across multiple devices (tablets, computer, streaming, phone, etc.) you will need higher overall speeds. You can test the speed of your connection by visiting speedtest.net Purchase, setup, installation, support, and ongoing maintenance of reliable internet service is the responsibility of the individual.

American College of Education seeks to attract and retain a diverse staff consistent with its diverse student body and surrounding communities. At this time we cannot consider candidates residing in Alaska, Washington D.C., Massachusetts, South Dakota, or Alabama.

ACE is an Equal Opportunity Employer.

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