IT Support Consultant
Computing and Information Services
The IT Support Consultant provides advanced application, operating system, desktop and mobile hardware, audiovisual, and other technology support to the University community via a combination of on-site assistance, device/endpoint management, remote troubleshooting and remote access tools. Works with administrative, academic, and research departments/centers to resolve computing issues and maintain Brown computing/mobile equipment for departments throughout their full lifecycle. Maintains service relationships with department leaders and customers. Balances and prioritizes service to multiple assigned primary departments, with a high degree of responsiveness and partnership. Supports other IT Support Consultants and other CIS departments for projects, moves, and cross-coverage of sick/vacation. Provides escalation support and on-site response for Help Desk issues. Works independently and utilizes a variety of enterprise-level computing tools and expertise to solve customer problems.
For grade 9E:
Bachelor's degree preferred
2-3 years of providing end-user IT computing support, deskside strongly preferred
One or more MCP, MCSE/MCSA, SCCM, JAMF, or ACSP certifications preferred
Experience supporting enterprise-level end-user services such as file, print, network, and authentication/identity systems
Knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS/Android) including core software/services used at Brown (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, etc.)
Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.)
Knowledge of and experience with audiovisual equipment and systems
Knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, JAMF and/or ASM preferred
Excellent customer service skills and strong commitment to service, with effective written/verbal communication, technical follow-through, personal organization and prioritization
Understanding and appreciation of needs of users in an academic environment with a diverse user community experience working in Higher Education preferred
Demonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environment
Ability to work and develop new skills independently from existing learning resources and peers/managers; self-starter
Ability to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment
Ability to work effectively in a group, and as a member of a project team, supporting organizational priorities
This position requires lifting and moving technology equipment up to 20 pounds, and setting up technology equipment in user environments, including cabling under desks and in tight quarters.
- 3-5 years of providing deskside IT computing support in a complex environment
- Expert knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS/Android) including core software/services used at Brown (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, etc.)
- Demonstrated ability to create effective user and technical documentation
- Advanced knowledge of enterprise configuration management/package deployment tools such as Microsoft OSD/SCCM, InTune, JAMF and/or ASM
- Proven ability to analyze, troubleshoot, and problem-solve complex technical issues as well as recommend appropriate technology solutions for complex user problems
- Excellent project planning skills and ability to lead small project-based teams
- Proven ability to mentor and train other team members
- Willingness and ability to support a diverse and inclusive environment
The grade of the position is contingent on the qualifications of the chosen candidate.
Candidates please note: All offers of employment are contingent upon successful completion of a criminal background check and education verification.
Recruiting Start Date:2019-08-20-07:00
Job Posting Title:IT Support Consultant
Department:Office of Chief Digital Officer & CIO
Time Type:Full time
Scheduled Weekly Hours:37.5
Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified. Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.
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Brown University is committed to fostering a diverse and inclusive academic global community; as an EEO/AA employer, Brown considers applicants for employment without regard to, and does not discriminate on the basis of, gender, sex, sexual orientation, gender identity, national origin, age, race, protected veteran status, disability, or any other legally protected status.
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