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Technical Support Specialist
2 months ago
AACSB International stands as the premier authority in business education, delivering quality assurance through accreditation, insightful intelligence, and leadership in learning and development. Our mission is to serve over 1,800 member organizations and more than 1,000 accredited business schools globally, committed to enhancing business education for a positive societal impact.
As an IT Support Technician Tier 2, you will play a pivotal role in the upkeep and management of our organization's IT systems and networks. Reporting directly to the Director of Information Technology, this position is essential for ensuring seamless technology operations.
Key Responsibilities
- Deliver technical assistance and training for systems and networks, serving as a liaison between end users and advanced support.
- Oversee compliance with Service Level Agreements (SLAs) within the help desk.
- Implement IT protocols across various departments and projects.
- Act as an escalation point for the IT Support Coordinator.
- Collaborate with junior team members to enhance departmental skills.
- Assess help desk satisfaction and develop improvement strategies as necessary.
- Maintain tools for measuring staff satisfaction with IT support.
- Install and configure software and hardware, monitor system performance, and resolve issues.
- Create and update network topology documentation and diagrams.
- Manage and maintain the IT asset inventory.
- Identify and integrate new technologies to boost staff efficiency and productivity.
- Oversee the Staff Software Self-Service Portal.
- Manage SaaS licenses for the staff's application portfolio.
- Contribute to IT budget creation and management.
- Supervise office internet and related technology components.
- Coordinate technology requirements for on-site events.
- Manage and supervise audio-visual systems.
- Uphold and promote AACSB International's mission and values, continuously striving for improvement in IT functions.
Qualifications
- A minimum of five (5) years of relevant experience.
- Fluency in the English language.
- Proficiency in Microsoft 365, Mobile Device Management, Meraki Networking equipment, and Windows 11 operating system.
- Expertise in troubleshooting Teams Meeting Room equipment.
- Experience in creating and maintaining network topology documentation and diagrams.
- Ability to mentor and coach the IT Support Coordinator.
- Exceptional interpersonal and communication skills.
Preferred Qualifications
- Comfortable working in a culturally diverse, global environment.
- A bachelor's degree in a related field from an accredited institution or equivalent relevant experience.
- Five (5+) years of direct work experience in a similar role.
Why Choose AACSB?
We are dedicated to fostering an inclusive work environment that encourages individual growth. Our employees appreciate our comprehensive benefits, flexible work arrangements, and supportive colleagues, which are key factors in their continued commitment to AACSB.
Benefits
We provide a competitive benefits package, including generous vacation, sick leave, and holiday pay, health/dental/vision insurance, 403B retirement plan, short and long-term disability coverage, life insurance, wellness allowance, tuition reimbursement, and a hybrid work environment.
