IT Support Consultant/Senior IT Support Consultant

Company: Brown University
Location: Providence
Posted on: November 23, 2021

Job Description:

IT Support Consultant/Senior IT Support Consultant Office of Information Technology Brown University, Providence, RI Provides advanced application, operating system, desktop and mobile hardware, audiovisual, and other technology support to the University community via a combination of on-site assistance, device/endpoint management, remote troubleshooting and remote access tools. Works with administrative, academic, and research departments/centers to resolve computing issues and maintain Brown computing/mobile equipment for departments throughout their full lifecycle. Maintains service relationships with department leaders and customers. Balances and prioritizes service to multiple assigned primary departments, with a high degree of responsiveness and partnership. Supports other IT Support Consultants and other OIT departments for projects, moves, and cross-coverage of sick/vacation. Provides escalation support and on-site response for Help Desk issues. Works independently and utilizes a variety of enterprise-level computing tools and expertise to solve customer problems. Qualifications: For Grade 9: Bachelor's degree preferred 2-3 years of providing end-user IT computing support, deskside strongly preferred One or more MCP, MCSE/MCSA, SCCM, JAMF, or ACSP certifications preferred Experience supporting enterprise-level end-user services such as file, print, network, and authentication/identity systems Knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS/Android) including core software/services used at Brown (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, etc.) Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.) Knowledge of and experience with audiovisual equipment and systems Knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, JAMF and/or ASM preferred Excellent customer service skills and strong commitment to service, with effective written/verbal communication, technical follow-through, personal organization and prioritization Understanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in Higher Education preferred Demonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environment Ability to work and develop new skills independently from existing learning resources and peers/managers; self-starter Ability to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment Ability to work effectively in a group, and as a member of a project team, supporting organizational priorities Possesses a willingness and ability to support a diverse and inclusive environment For Grade 10E: Bachelor's degree preferred 3-5 years of providing end-user IT computing support, deskside strongly preferred One or more MCP, MCSE/MCSA, SCCM, JAMF, or ACSP certifications preferred Experience supporting enterprise-level end-user services such as file, print, network, and authentication/identity systems Expert knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS/Android) including core software/services used at Brown (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, etc.) Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.) Demonstrated ability to create effective user and technical documentation Knowledge of and experience with audiovisual equipment and systems Advanced knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, JAMF and/or ASM Excellent customer service skills and strong commitment to service, with effective written/verbal communication, technical follow-through, personal organization and prioritization Understanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in Higher Education preferred Demonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environment Ability to work and develop new skills independently from existing learning resources and peers/managers; self-starter Ability to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment Ability to work effectively in a group, and as a member of a project team, supporting organizational priorities Proven ability to analyze, troubleshoot, and problem-solve complex technical issues as well as recommend appropriate technology solutions for complex user problems Excellent project planning skills and ability to lead small project-based teams Proven ability to mentor and train other team members Possesses a willingness and ability to support a diverse and inclusive environment Successful completion of a criminal background check and education verification is required. In order to maintain 90% or greater universal vaccination rates on campus, all newly hired employees at Brown University must receive the final dose of the COVID-19 vaccine before they begin work, unless they are approved for a medical or religious exemption. For more information, please visit the Healthy Brown site. To apply, please use this link to directly view the position on Brown---s Career Site at: https://brown.wd5.myworkdayjobs.com/en-US/staff-careers-brown/jobs/details/IT- Support-Consultant-Senior-IT-Support-Consultant_REQ170106?q=IT+Support+Consultant%2FSenior+IT+Support+Consultant All offers of employment are contingent upon consent to criminal background screening check satisfactory to Brown. Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, race, protected veteran status, disability, or any other legally protected status. About Brown (Please visit our website and get to know us better at: www.brown.edu) Located in historic Providence, Rhode Island and founded in 1764, Brown University is the seventh-oldest college in the United States. Brown is an independent, coeducational Ivy League institution comprising undergraduate and graduate programs, plus the Alpert Medical School, School of Public Health, School of Engineering, and the School of Professional Studies. With its talented and motivated student body and accomplished faculty, Brown is a leading research university that maintains a particular commitment to exceptional undergraduate instruction. Brown---s vibrant, diverse campus community consists of about 4,500 staff and faculty, 6,200 undergraduates, 2,000 graduate students, 490 medical school students, more than 5,000 summer, visiting, and online students, and over 700 faculty members. Brown students come from all 50 states and more than 115 countries. Brown is frequently recognized for its global reach, many cultural events, numerous campus groups and activities, active community service programs, highly competitive athletics, and beautiful facilities located in a richly historic urban setting. Brown offers competitive benefits such as a generous retirement plan and education programs; details are available at: http://www.brown.edu/about/administration/human-resources/

Keywords: Brown University, Providence , IT Support Consultant/Senior IT Support Consultant, Professions , Providence, Rhode Island