It Support Consultant

Brown University; Providence (RI); On-site; USD 65,000 - 90,000; Full time

Job summary

Brown University’s School of Engineering is hiring two IT Support Consultants to join a mission-driven team providing advanced desktop, OS, and application support to the Engineering community. On-site and remote troubleshooting, ticket responsiveness, and cross-coverage are core parts of the role.

Ideal candidates will have a bachelor's degree or equivalent, 2–3 years of desktop support, and relevant certifications (RHCSA/RHCE, CompTIA, ITIL or HDI).

Qualifications

• Bachelor's degree or equivalent education/experience.
• 2–3 years' experience providing desktop support in IT help desk environments.
• Experience with Windows and macOS productivity software.

Responsibilities

• Provide advanced support for applications, OS, desktop and mobile hardware.
• Resolve help tickets via on-site, remote, and phone interactions with responsiveness.
• Escalate issues and coordinate with team to ensure service continuity.

Skills

Windows support

macOS support

Customer service

Troubleshooting

Communication

Self-motivation

Education

Bachelor's degree

Tools

SMS/SCCM

JAMF

ARD

ITIL

HDI certifications

Job description

It Support Consultant
Brown University

Job Description

It is an especially exciting time at Brown University and the School of Engineering where together, we are leading efforts to enhance academic excellence through innovative education and increased interdisciplinary research to address complex societal challenges. We have an excellent opportunity for TWO a new IT Support Consultants to join our dynamic team and mission-driven organization to help us shape a community that is essential for educating and preparing future engineers.

Position Purpose

The IT Support Consultants provide advanced application, operating system, desktop and mobile hardware, audiovisual and other technology support to the Engineering community via a combination of on-site assistance and, desktop remote troubleshooting/management. Remains attentive to Engineering Help Tickets, phone calls, and walk-ins and effectively balances, prioritizes and escalates issues with a high degree of responsiveness and independence. Supports projects and backup/cross-coverage for colleagues\' sick/vacation time. Other duties as required for the proper functioning of the School of Engineering.

Education and Experience

Bachelor\'s degree preferred or equivalent combination of education and experience.

Experience in Higher Education preferred.

2-3 years\' experience providing desktop support in an IT help desk environment; one or more of RHCSA, RHCE, LPIC, CompTIA, MDAA, HDI-CSR, HDI-DST, HDI-TSP, ITIL, ACSP, ACTC, ACMT or ACHDS certifications preferred.

Job Competencies

Indicate the essential job competencies. Competencies are required knowledge, skills and abilities necessary to perform the job successfully.

• Experience supporting Windows and OSX operating systems and productivity applications in use at the School of Engineering.
• Troubleshooting skills for a host of peripherals (printers, handheld devices, RM devices, card
  readers, etc.).
• Knowledge of electronic software distribution tools such as SMS/SCCM, JAMF, and ARD preferred.
• Experience supporting computing users.
• Strong computing, analytical, and organizational skills; project planning and project management skills.
• Excellent customer service skills; strong commitment to customer service.
• Understanding and appreciation for needs of users in an academic environment; tact and sensitivity in dealing with a diverse user community.
• Excellent coordination, collaboration, skills as well as written and verbal communication skills.
• Ability to work independently, self-starter.
• Requires a strong commitment to promoting diversity.
• Ability to work effectively in a group and as a member of a project team.
• The person in this position frequently communicates with faculty, students and staff who have inquiries related to computer software, hardware and peripheral devices. Must be able to exchange accurate information in these situations.