Technical & Media Support Senior Specialist

Suffolk University; United States; On-site; USD 62,000 - 104,000; Full time

Job summary

Suffolk University in Boston seeks an experienced IT Support Specialist to respond to and resolve a wide range of technical issues, including software, hardware, AV, and classroom live events. You will diagnose problems, document solutions, and provide remote and on-site support for students and faculty.

The role covers AV operations, scriptable tasks, and training for clients on new tools. Familiarity with security and enterprise applications will be beneficial in handling incidents.

Qualifications

• Experience providing end-user hardware and software support.
• Familiarity with AV/IT procedures for classrooms and events.
• Ability to diagnose software, network, and device issues.

Responsibilities

• Respond to end users and resolve hardware/software problems via diagnosis and troubleshooting.
• Log incidents in the ITS ticketing system and follow up until resolution.
• Provide in-person and remote support for live classrooms, webinars, and streams.
• Support AR/VR Oculus systems and academic applications as needed.
• Manage Virtual Desktop instances and assist with routine system maintenance.
• Document procedures and assist with emergencies by applying ITS protocols.

Job description

Under the direction of the Managing Director of Technical Support Services, responds to and resolves a wide range of technical issues, demonstrates sound judgment and an understanding of systems, software, and basic IT and AV procedures and protocols.

Primary Responsibilities:

• End User Support Responds to end users and resolves complex computer hardware and/or software problems in a timely and professional manner by diagnosing and troubleshooting software, network connections and devices, and hardware failures.
• Specialists create or are assigned incidents or requests using the ITS ticketing system.
• Will respond to and resolve escalated incidents.
• Will follow up with end users to ensure incidents are resolved and recorded in the ticketing system.
• Provide in-person and remote service and support for live classroom and event presentation as well as webinar/web-meeting/streaming formats.
• Identify emerging technology that may improve instructional and learning experiences, share with management to settle on which products to explore/demo further, and work with the rest of the team on testing and verification of solutions.
• Audio/video recording, webcasting, distance learning and video-conferencing.
• Deliver training and consultation for clients as they continuously adopt new technology tools for live and remote presentations.
• Will provide support during emergencies, defined as system failures and IT security emergencies, by disabling access or implementing a variety of solutions to address the incident.
• Will provide technical support and training to end users on specialized systems and software applications from Arts & Design, SUPD, CHW and others.
• Will build, manage and support Virtual Desktop instances.
• Also, provide basic support for various academic applications including Alteryx, Pycharm, Python, SPSS, SAP and Tableau.
• Support Faculty and students in specific courses involving AR/VR Oculus systems.
• Act as backup to specialists to reset end-user passwords in Active Directory following ITS protocol.
• Provide backend support and configuration for DUO, Global Protect, Alertus, PK Protect, BeyondTrust, and Sophos Antivirus management.
• Will document procedures and solutions in the ITS Microsoft Team, Soft Depot folder, or My Suffolk knowledge base.
• Will provide support during student-related academic year events such as orientation, academic advising, placement, mid-term and final exams.
• Will also provide support to faculty to ensure equipment and software needs for courses are met and classrooms are equipped.
• Routine Maintenance Configure and deploy computer hardware for more specialized systems.
• Will run software updates and patches on specialized systems.
• Take obsolete equipment out of service and record asset disposal using established systems.
• Update inventory using template to ensure department has accurate and complete information regarding computer hardware inventory.
• Special Projects Support the IT department’s initiatives by participating in team projects that enhance the quality or efficiency of the Tech & Media Support Team.
• Other duties as assigned.

The salary range for this role is $30/hour - $50/hour.

Equal Opportunity Statement Suffolk University does not discriminate on the basis of race, color, ethnicity, religion, national origin, sex, gender, gender identity or expression, sexual orientation, age, disability, military status, or any other characteristic protected by applicable law. We welcome applications from qualified candidates of all backgrounds, perspectives, and experiences. The University strives to recruit, develop and retain faculty and staff committed to educational excellence, the robust exchange of ideas, and engage in membership in a diverse and inclusive community.

Suffolk University is a private, urban university located in the heart of downtown Boston. Our college green is the Boston Common and we are steps from dozens of historic sites including the Old State House, Faneuil Hall, City Hall and the Massachusetts State House. We have no real boundaries to our campus—Boston and Suffolk blend together. Suffolk has been committed to creating an exceptional learning experience since 1906.

Our vision is to be recognized as a dynamic institution that fosters engaged learning, rigorous scholarship, innovative thinking, and community collaboration across disciplines. We will ensure that Suffolk graduates are versatile and prepared for modern society and the new world market. We will provide rich curricula, experiential learning opportunities and professional mentoring through increased collaboration with alumni and community partners. We will recruit, mentor, and support a diverse faculty of teacher-scholars who are passionately committed to preparing our students to be leaders in the global community. We will inspire investment in a Suffolk community that is built on ethical, forward-thinking leadership, teamwork, and cooperation.

Here is a message from Suffolk University's President, Marisa Kelly.