Customer Support Technology Specialist I, EMS

The Customer Technology Specialist is a technical specialist with strong, Microsoft Windows, Apple mac OS,and Linux experience in the Computing Services team within the Technology & Media Production department. This position supports and empowers faculty, staff, and students across creative and administrative environments. It requires the ability to be a methodical and efficient troubleshooter, a knowledgeable server administrator, and above all, an effective and friendly communicator. This Customer Technology Specialist is responsible for high level software and hardware support. The position initiates, prioritizes and manages enterprise-wide IT projects, with an emphasis on supporting and enhancing the administrative, academic and performance environment at the School. Acts as advisor to faculty, staff and students for all operational, academic, performance, and research computing needs. Works under the supervision of the Associate Director of Computing Services, with considerable latitude for independent judgment.

Responsibilities

Support and empower faculty, staff, and students across creative and administrative environments; Responsible for high level software and hardware support; Initiate, prioritize and manage enterprise-wide IT projects; Act as advisor to faculty, staff and students for operational, academic, performance, and research computing needs; Manage AAA – Authentication, Authorization & Access for all networks, drives & systems; Organize and lead investigations into faculty and staff software-related requests; Manage functional network connectivity, backup software, licensing activation and printing needs; Manage hardware refreshes each year with a rolling fleet of approximately 450 computers; Initiate and manage IT projects including system migrations and integration with University IT services; Organize and lead investigations into faculty and staff hardware-related problems; Manage implementation of new computers, Mac and Windows, using Jamf, SCCM, Active Directory, Infoblox, and Crashplan; Collaborate and recommend solutions for departments and users based on business requirements; Liaise with Univ. IT to ensure robust and secure network infrastructure; Manage confidentiality, integrity, and availability of Eastman computer systems and data; Provide training for Eastman team members on operating systems and applications; Keep abreast of trends and technology through research, magazines, and conferences

Requirements

High School Diploma required; 4 years of relevant experience consulting with academic and administrative clients in a desktop computing environment required or equivalent combination of education and experience; Experience with hardware/software deployment tools (Deployment Workbench / Munki, AutoPKG, DeployStudio); Experience with TCP/IP networking; Experience in writing technical and training documentation; Excellent listening, understanding, explaining, and relationship building skills; Able to work equally effectively as part of a team, with clients, and independently; Experience with MS Windows Server management and Active Directory; Supporting phone and tablet devices (iOS, Android, Windows Mobile); Familiar with Linux and shell-scripting; Training users on a one-to-one or class setting; Helpdesk service-tracking software; Various Music applications, such as Sibelius, Finale, or Audacity; Knowledge of complex IT infrastructure & networking systems to understand how each communicates with other – all seven OSI models

Nice to have

Bachelor's degree in related discipline or equivalent combination of education and experience or certification preferred; Source-code control systems preferred