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Information Technology Support Specialist

2 months ago

Tampa Florida, United States AACSB International Full time

AACSB International stands as the premier authority in business education, delivering quality assurance through accreditation, insightful intelligence, and thought leadership. We offer a range of learning and development opportunities, including conferences, seminars, and digital learning resources, to over 1,800 member organizations and more than 1,000 accredited business schools across the globe.

Our core values emphasize quality, community, social responsibility, diversity and inclusion, and ethics, all viewed through a global perspective. Since our inception in 1916, we have been synonymous with excellence, connecting educators, students, and businesses to cultivate the next generation of influential leaders.


Role Overview

As an IT Support Technician Tier 2, you will play a vital role in the maintenance and management of our organization's information technology systems and networks. This position is integral to ensuring seamless operations and effective communication between end users and higher-level support.

Key Responsibilities

- Provide technical support and training for systems and networks, serving as a liaison between end users and advanced support.
- Monitor Service Level Agreements (SLAs) within the help desk to ensure compliance.
- Enforce 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.
- Monitor help desk satisfaction and develop improvement plans as necessary.
- Maintain staff satisfaction tools to measure IT support effectiveness.
- Install and configure software and hardware, monitor system performance, and troubleshoot issues.
- Create and maintain network topology documentation and diagrams.
- Manage and maintain the IT asset inventory.
- Identify and implement new technologies to enhance staff efficiency and productivity.
- Maintain the Staff Software Self-Service Portal.
- Manage SaaS licenses for the staff portfolio of applications.
- Participate in IT budget creation and management.
- Oversee office internet and supporting technology components.
- Manage technology needs for on-site events.
- Oversee audio-visual systems.
- Uphold and promote AACSB International's mission and values, continuously striving to enhance IT functions.

Qualifications

- A minimum of five (5) years of relevant experience.
- Fluency in English.
- Proficiency in Microsoft 365, Mobile Device Management, Meraki Networking equipment, and Windows 11 operating system.
- Strong troubleshooting skills for Teams Meeting Room equipment.
- Experience in creating and maintaining network topology documentation and diagrams.
- Ability to mentor and coach the IT Support Coordinator.
- Excellent interpersonal and communication skills.

Preferred Qualifications
- Comfortable working in a culturally diverse, global environment.
- Bachelor's degree in a related field from an accredited institution or equivalent relevant experience.
- Five (5+) years of direct work experience.

Why Choose AACSB?

We take pride in fostering an inclusive work environment that promotes individual development. Our employees highlight that our benefits, location, flexible work environment, and supportive colleagues are key factors in their continued commitment to AACSB.

Benefits

We offer a competitive benefits package, including generous vacation, sick leave, health/dental/vision insurance, 403B, short and long-term disability, life insurance, wellness allowance, tuition reimbursement, and a hybrid work environment.