IT Support Specialist chez Collegis Education

Description

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.

Position Summary:

The IT Support Specialist is responsible   for delivering exceptional customer service and managed IT support to   Collegis clients and employees. This position is located at Joyce University   in Draper, Utah. Primary responsibilities include providing technical support   to students, faculty, and staff — including PCs, LAN, AV systems, and   software applications.

The IT Support Specialist also provides   escalated support to the Personal Support Center on a rotating basis. The   support department operates 24×7×365, and the IT Support Specialist may   occasionally be required to work outside of standard business hours or at   off-site locations. Day-to-day duties and priorities may shift based on   client needs and account assignments. Performance is evaluated based on   customer service, process adherence, productivity, and commitment to   continuous learning.

Primary Responsibilities, Essential   Functions and Requirements:

Communication & Professionalism:

The IT Support   Specialist supports multiple clients across diverse technical environments.   Maintaining excellent customer service and professional communication is   essential to success in this role.

• Take ownership of assigned cases and tasks through completion, providing detailed documentation of all troubleshooting steps. After resolution, confirm that user expectations have been met and the issue is fully resolved.
• Achieve productivity metrics and  follow standardized processes consistently.
• Maintain professional and courteous communication in all interactions, including face-to-face, phone, email, and chat.
• Adhere to and enforce company and client information security policies.
• Act as a data steward for the  application(s) you administer to reduce the risk of theft, fraud, or  misuse of information assets.

Technical Support:

• Maintain and support a mixed Windows and macOS   environment.
• Diagnose and repair telecom and network   infrastructure, partnering with the Network team for guidance.
• Collaborate with other ITSS staff and leadership to   develop Standard Operating Procedures (SOPs), FAQs, and maintain   knowledgebase content.
• Support user accounts within Active Directory,  Microsoft 365, and Exchange.
• Participate in and maintain real-time asset   inventory, including procurement, deployment, and decommissioning of   equipment.
• Coordinate and set up AV systems for meetings and  events, including hardware testing and configuration.
• Actively participate in departmental and client   meetings.
• Be available in the event of outages or urgent needs  (may include after-hours support).
• Adhere to and enforce information security policies  based on data sensitivity, and report any security-related issues.
• Act as a data steward for the application(s) you   administer to reduce the risk of theft, fraud, or misuse of information   assets.
• Assist with the rollout and support of new   technologies, equipment, and network services across IT and AV environments.
• Document support processes, troubleshooting steps,   and user guides to enhance knowledge sharing and efficiency.
• Perform other duties as assigned in support of IT   and AV operations.
• When applicable, assist other teams—such as the   Personal Support Center, Network, and Server Administration teams—with   additional assigned tasks.

Requirements

Experience and Qualifications:

• Minimum two years’ experience supporting Windows and macOS operating systems in a   corporate or higher-education environment.
• Thorough   knowledge of Windows desktop operating systems and Microsoft Office   applications.
• Experience   administering user and group objects in Active Directory.
• Experience   managing Microsoft 365 and Exchange mailboxes.
• Experience with   desktop imaging tools (SCCM or WinPE preferred).
• Ability to   provide after-hours or on-call support when required.
• Strong   interpersonal and communication skills.
• High attention   to detail, with strong organizational and process-adherence skills.
• Strong   analytical and critical-thinking abilities.
• Initiative-taker   with the ability to work independently and collaboratively within a team   environment.
• Occasional travel to remote sites for on-site   support.

Preferred Skills:

• Experience supporting Microsoft 365 and Windows Server platforms.
• Experience working with Active Directory, PowerShell scripting, and SCCM.
• Experience troubleshooting integrated or ad hoc AV systems.
• Experience supporting Zoom Meetings, Webinars, and Phones.

Education, Certifications and   Licensures:

• Two-year degree or higher is   preferred or equivalent work experience
• Microsoft, CompTIA A+, or other technical certificates desired

Beware of scams: Please note that all inquiries regarding Collegis Education job postings will come from an email domain of @mail.paylocity.com or @collegiseducation.com, or alternatively through LinkedIn.

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.