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Lead Technical Support Specialist, VUIT

Vanderbilt University

This is a Contract position in Boca Raton, FL posted December 14, 2021.

The Lead Technical Support Specialist serves as a technical mentor, reviews ticket quality and maintains support documentation.

Reporting directly to the Manager, Support Services, the Lead Technical Support Specialist interacts with staff, faculty, and students.

This specific role assists the manager to ensure workload is balanced, incidents and requests are being resolved or fulfilled in a timely manner, and escalates issues when appropriate.

Vanderbilt University Information Technology (VUIT) is committed to delivering world-class technology and service in support of excellence in teaching, learning, and research across the university.

The IT Service Delivery team (ITSD) is the group responsible for providing endpoint management and support for VUIT.

The team includes all on-campus and remote support for students, faculty, and staff and includes the Tech Hub, Tech Hub Central, Lifecycle Management, Desktop Engineering, Classroom Technology A/V, and Service Excellence teams.

Team members support anyone and everyone on campus in-person, remote, and via phone, text, chat, email, and ticketing.

ITSD is responsible for providing outstanding customer support and team members exhibit strong interpersonal, technical, and written skills.

Duties and ResponsibilitiesProvides onsite and remote technical support for endpoint computing: Answers and troubleshoots incoming help requests and assigns help requests from the queue to team members Exhibits excellent customer service skills, i.e.

communication, fast response, reliable solutions, and personal ownership with little to no supervision/guidance required Assists all Vanderbilt University customers regardless of campus area and utilizes standard processes and enhanced knowledge base to expand support reach with little to no supervision/guidance and ensures other technicians do the same Resolves, dispatches or escalates as is necessary with little to no supervision/guidance required Responds to and solves customer help requests with documented communication with customer Uses proactive strategies and solutions to reduce or prevent problems: Reviews and evaluates technician ticket details for accuracy (i.e.

required fields, grammar, categorization, resolution, problem details, etc.) to ensure problem and resolution are documented for future benefit to the team Creates and oversees/edits documentation in the Knowledge Base Advises on best practices related to systems, data, and network security and integrity Offers solutions to improve or create productive workflows and increased efficiency Mentorship: Reports difficult escalations to Manager Provides initial escalation for and mentor, coach, and advise other technical support team members in both technical and process areas Supervisory Relationships This position may or may not have supervisory responsibility; the position reports administratively and functionally to the Manager of Support Services.

Qualifications A Bachelor’s degree from an accredited institution of higher education is necessary.

At least four years of relevant experience is necessary.

Familiarity with support methods of current Microsoft Windows and Apple MacOS operating systems is necessary Thorough understanding of troubleshooting methodologies is necessary Ability to work independently and in groups is necessary Ability to evaluate problems as well as create and execute solutions with minimal guidance is necessary Experience administering computers/users in a Microsoft Active Directory domain environment is preferred Experience with system image through MDM solutions, such as: SCCM, Intune, JAMF, etc.

is preferred Ability to clearly articulate technical concepts to end-users with various levels of technical proficiency is preferred Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications is preferred Knowledge of current technological developments/trends in area of expertise is preferred Commitment to Equity, Diversity, and Inclusion At Vanderbilt University, we are intentional about and assume accountability for fostering advancement and respect for equity, diversity, and inclusion for all students, faculty, and staff.

Our commitment to diversity makes us who we are.

We have created a community that celebrates differences and lets individuality thrive.

As part of this commitment, we actively value diversity in our workplace and learning environments as we seek to take advantage of the rich backgrounds and abilities of everyone.

The diverse voices of Vanderbilt represent an invaluable resource for the University in its efforts to fulfill its mission and strive to be an example of excellence in higher education.

Vanderbilt University is an equal opportunity, affirmative action employer.

Women, minorities, people with disabilities, and protected veterans are encouraged to apply.

Please note, all candidates selected for an offer of employment are subject to pre-employment background checks, which may include but are not limited to, based on the role for which they have been selected: criminal history, education verification, social media review, motor vehicle records, credit history, and professional license verification.

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