Information Technology Support Specialist

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.

The IT Support Specialist position is expected to provide exceptional customer and managed IT services to our clients and employees. Clients include Rasmussen College, Concordia University - Texas and other partnering Schools. Primary responsibilities include providing computer support to students, faculty, and employees which includes PC, server, LAN, Telephony and software support.

The IT Support Specialist also provides escalated support to the Personal Support Center on a rotating basis. The support department runs 24x7x365 and IT Support Specialist may be required to provide support during off hours or at off-site locations. Assignments of duties and daily tasks can change on a regular basis and focus can be reflected in a change in accounts supported. The IT Support Specialist is managed on their performance, customer service, adherence to processes, and continued commitment to success and learning.

Communication & Professionalism:

The IT Support Specialist s role is one that supports multiple clients in various technical scenarios. Maintaining excellent customer service and professional communication is critical to the success of individuals within this position.

• Be accountable for seeing assigned cases and tasks to completion by providing detailed documentation of troubleshooting steps taken for each support request. After completion, ensure user expectations are met to ensure the issue is fully resolved.
• Ensure professional and courteous communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences.
• Adhere to and enforce company and client information security policies
• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer

Technical Support:

• Maintain and support a mixed PC and MAC technology environment
• Diagnose and repair telecom and networking infrastructure partnering with Network team for guidance
• Partner with other ITSS staff and leadership to develop Standard Operating Procedures, FAQs and maintain knowledgebase content
• Support user accounts within Windows Active Directory, Microsoft Office 365 and Microsoft Exchange
• Participate and maintain real-time inventory controls of assets, including procurement, deployment of and decommissioning of equipment
• Actively participate in departmental & client meetings
• Be available in the event of outages and urgent needs (may be after hours)
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues
• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer

Requirements:

• Minimum 2 years experience supporting Windows & MAC operating systems in a corporation environment
• Thorough knowledge of Windows desktop operating systems and basic office applications
• Experience administering user and group objects in Active Directory
• Experience administering Office 365/Exchange mailboxes
• Experience with desktop imaging tools (SCCM/WinPE is a preferred)
• Ability to provide after-hours support
• Strong interpersonal and communication skills
• Attention to detail, with a focus on systems processes adherence and organizational skills
• Strong analytical and problem solving skills
• Self-starter with the ability to work independently as well as within a team environment
• Periodic weekly travel is required to remote sites for on-site support

Preferred Skills:

• Experience supporting Office 365 and Windows server platforms
• Experience working with Active Directory, PowerShell scripting, and SCCM
• Experience supporting Cisco IP phones and Call Manager
• Two year degree or higher is preferred or equivalent work experience
• Microsoft, CompTIA A+ or other technical certificates desired

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.