Description:
The Information Technology Services (ITS) department at NNU is seeking someone to provide legendary user support and customer service. The Systems Support Technician 2 leverages technology to serve NNU’s students and employees. This position elevates the computing environment through the analysis and implementation of policies?and patches. The Systems Support Technician 2 works closely with a team of staff to provide support.
This position is a full-time, non-exempt position and will report to the IT Operations Manager.

MINIMUM QUALIFICATIONS

• Associate’s degree (in Information Technology) or equivalent combination of education, technical certifications, and experience in the following:
• Three (3) years or more experience in Tier 2 help desk support.
• Apple DEP, School/Business Manager, JAMF.
• Microsoft 365 (Teams, SharePoint, Office), Microsoft Admin Center, Entra, and Active Directory.
• Configuration Manager, PDQ Deploy/Inventory.
• Print Server and Printer Networking
• Enterprise Resource Planning and Student Information Systems.
• Intermediate knowledge of networking environments and principles.
• Basic scripting knowledge and skills.
• Experience with Change Management Processes.
• Strong written and verbal communication skills.
• Intermediate knowledge of Audio Visual and Classroom Presentation systems.
• Ability to lift up to 50 pounds with or without reasonable accommodation.

PREFERRED QUALIFICATIONS

• Bachelor’s Degree (in Information Technology) or equivalent education.
• 4 - 5 years of relevant experience.
• Relevant experience with the culture of higher education.

• Prioritizes, coordinates, delegates, and completes user support requests and trouble tickets.
• Serves as a point of escalation for System Support Technician 1 and help desk.
• Performs user account management and configuration.
• Acts as liaison with departments to ascertain needs and recommended solutions.
• Assists in scheduling and management of Student Technical Assistants
• Develops and enhances campus computer images and processes for supported hardware.
• Designs and implements workstation configurations and software settings.
• Performs deployment and upgrade of workstation hardware and software as required.
• Implements and automates new and existing software packages.
• Manages and enforces system update policies (macOS, iOS, Windows).
• Assists in the development and implementation of IT policies, procedures, and best practices.
• Builds, installs, and upgrades tools for campus computer labs.
• Maintains asset management and assists with lifecycle procurement and disposal.
• Troubleshoots with contracted team for installations and repairs.
• Performs data cleanup and analysis for ITS systems.
• Performs other duties as assigned.
  Requirements: