Company: Judson University
Department: Information Systems & Technology
Location: Elgin, IL
As the IT & Audiovisual Technical Support Specialist, you will be the first point-of-contact in assisting the JU community with their technology; however, technology will only be a part of your job. Providing empathy and solutions to get JU's staff, faculty, and students back up and running in a timely manner through excellent customer service is central to our core values. Resolving issues while building relationships is something that you enjoy.
The IT & Audiovisual Technical Support Specialist is responsible for handling and delegating the issues that come through our ITSM tool, FreshService. Whether you handle the issue yourself or find the right IT person for the job, being their advocate throughout is the goal. You are a person that the JU community will come to know and love.
A passion for learning and an entrepreneurial spirit is a must. You will thrive in this environment if you are self-starter, but also aren’t afraid to ask a lot of questions. The ability to listen, learn, and adapt to feedback quickly is paramount to the success of this role. Humility is key.
Solving faculty and staff technical issues with Windows/Apple desktop and notebooks.
Imaging and deploying Windows/Apple desktops and notebooks. Answering phones/emails and documenting all reported issues through FreshService.
Responding to, assigning, categorizing, and resolving incidents/service requests through FreshService that include but are not limited to: Password resets, Wi-Fi access, Network storage access and sharing, Email and Office 365, Printing and scanning, VoIP and voicemail, Classroom technology
Documenting emerging and known issues.
Creating solutions articles after known issues are resolved.
Maintaining AV infrastructure.
Excellent written and verbal communication skills.
Ability to clearly explain IT concepts to both technical and non-technical users.
Strong desire to learn and implement new technologies.
Ability to work responsibly without direct supervision.
Intrinsically motivated to provide excellent customer service. Higher education exposure is desirable.
Bachelors degree, preferred.
Basic knowledge of Active Directory.
Exposure to Windows 10 and macOS administration in an enterprise environment.
Working understanding of MDT, WSUS, and Jamf Pro.
Experience managing user accounts, security groups, and group policy. Experience configuring and troubleshooting software like Microsoft Office, Pages, Numbers, Keynote, Adobe Creative Cloud, Understanding of basic networking and security concepts such as DNS, DHCP, SSL, and VPN.
Knowledge of macOS Server, VPP, and DEP. Exposure to professional audio, video, and live event production technologies. Experience with AV technologies like projectors, smartboards, video switchers, etc.
Judson is an evangelical Christian university that represents the Church at work in higher education, equipping students to be fully developed, responsible persons who glorify God by the quality of their personal relationships, their work, and their citizenship within the community, the nation and the world.
External link will be posted for official application in the next two weeks. Interested parties can email email@example.com for additional information. Please include cover letter and resume.