Computer Consultant II

at  Syracuse University

JOB DESCRIPTION

This position is responsible for providing a wide range of hardware, software and platform support and maintenance for the technology tools of approximately 200 divisional staff. This support is related, but not limited to; delivering help desk support via use of the Orange Tracker ticketing system, build/deploy/install devices , execution of Powershell commands for shared environments/devices, managing the repair, updates and replacement of mobile devices (iPhones and iPads), managing inventories of equipment related to fundraising events (iPads, DipJars, AV equipment) and support of AEA hybrid and virtual events in Teams and Zoom. The consultant works independently in locations across campus and may be required to work some non-business hours to fulfill event needs and system updates.

QUALIFICATIONS

• A bachelor’s degree or combination of education and experience.
• Two (2) plus years of relevant experience in information technology.
• Relevant professional certifications preferred.
• One (1) plus years working with the Jira ticketing system, or an equivalent platform required.
• Development experience within the Jira cloud platform is a plus.
• Ability to manage multiple projects and tasks.
• A valid driver’s license is required.
• Event/Technical support may require working during non-business hours.

JOB SPECIFIC QUALIFICATIONS

• Extensive and Up-to-date technical knowledge of computer hardware and software applications for PCs, Macs, MSOffice, networks, servers, current database management systems and familiarity with Cloud environments.
• Familiarity with supporting Zoom and Teams virtual meeting platforms.
• Hardware and software troubleshooting and problem-solving skills.
• Excellent customer service skills.
• Strong written communication skills.
• Considerable experience developing/implementing/ supporting technological solutions for a wide variety of IT challenges.
• Candidate should have experience and be comfortable with providing direct support to a variety of end users.

PHYSICAL REQUIREMENTS

Not Applicable

• Schedule and respond to end user support requests, related to computer connectivity, software use, hardware issues and cell phones, received via the Jira ticketing system in a timely manner.
• Ensure all divisional staff and student employees, have fully functioning technology tools for productive workflow. This includes divisional staff located in several on-campus locations and multiple off-site locations including NYC, LA, Washington DC and fulltime remote staff in various locations.
• Identify and implement short- and long-term solutions for issues that generate duplicate help requests.
• Build, test, install and deploy IT equipment, including Windows desktops, laptops, and iPhones, to new and current users consistent with position specific needs for hardware and software, and while following replacement and upgrade cycles.
• Function as project lead for various initiatives including; platform implementation, software upgrades, new product implementation, major event support (in-person, hybrid and remote), and /or division training needs.
• Utilize project management tools while coordinating/working with internal and external partners to ensure proper execution and functionality.
• Provide assistance /support in managing shared server environments including resources for printers, computers, and user policies. This will include use of PowerShell (SUper) commands to apply proper access and policy implementation to users and machines.
• Assist in the coordination and training of new employees for ongoing divisional needs and as part of their technical onboarding and continuing development process. This will include one-on-one interactions and small group training.