Advanced Technical Support Consultant

at  Baylor University

WHAT WE ARE LOOKING FOR

Th e Advanced Technical Support Consultant will address common and complex technology situations, working directly with clients, and serving as a resource to partner with other Baylor’s ITS and academic technology resources and vendors as needed. This position reports to the Assistant Director of Advanced Technical Support
An Associate’s degree and one year of relevant work experience is required. Bachelor’s degree with three years of relevant experience in an academic technology environment is preferred.

The successful candidate will have:

• An ability to relate to end-users having various levels of technological aptitude
• Exceptional customer service skills with a passionate drive to ex ceed expectations
• An ability to effectively coordinate and manage multiple incidents and tasks
• A deep working knowledge of Windows and Apple computing
• Knowledge of standard and complex computer technology
• A working knowledge of enterprise networking and security scenarios
• A collaborative personality able to work among multiple stakeholders
• Strong problem solving, analytical, and time management skills

• Ability to adapt technology needs into Baylor-allowed proceduresResiliency, flexibility, and determination in face of setbacks

• Document work using a collaborative ticketing system
• Assist the Baylor community to meet their technology needs
• Educate the Baylor community on standard hardware, software, policy, and services
• Maintain strong working relationships with the university stakeholders focused on computing technologies
• Maintain knowledge of emerging hardware options
• Configure, and install computers, printers, and other devices
• Assist with hardware, software, and equipment configurations often working with non-standard issues and in collaboration with clients, departmental staff, multiple ITS divisions, and vendor support
• Remain client-support focused while working with faculty, staff, graduate students, ITS Client Services, ITS Network Security, Procurement, and vendor sales and support staff
• Perform other duties as assigned to support Baylor’s mission and comply with university policies
• Ability to comply with University policies
• Maintain regular and punctual attendance