Technical Support Administrator Webster University
Position Number: S1232
Job Description Summary: As a member of the IT Support Operations team, this position's focus will be on providing technical support and administration via multiple incoming channels, including phone, email, queue and virtual/web.This position will provide advanced level support and resolution to issues spanning account & access management, Office 365 administration, individual software distribution and non-hardware break/fix troubleshooting and resolution.
Minimum Qualifications Demonstrated excellent troubleshooting and problem-solving skills
Experience supporting end users both in-person and remotely
Experience using a ticketing system to manage support requests
Experience with both Windows and Mac platforms
Basic understanding of Microsoft technologies such as Windows Client and Server OS, Active Directory, Group Policy, DNS, DHCP, Office suite, etc.
Basic understanding of networking, both physical and protocols such as IP, DHCP, DNS, FTP, VPN, SMB, HTTPS, Remote Desktop, VDI, etc.
Understanding of NTFS permissions and best practices
Ability to learn new skills from others and on your own
Ability to maintain strict confidentiality and protection of sensitive data and adherence to all security regulations
Proficiency in English
Highly detail oriented
Ability to use remote management tools such as LANDesk, Intune, Casper.
Preferred Qualifications Minimum of three years in a position focused on customer service and technical support and/or in the IT field Experience working with students, staff, and faculty in an educational (higher-educational) setting preferred Familiarity with Office 365 Administration and Azure Active Directory preferred Experience writing documentation is a plus Understanding of IT Security Best Practices Move to Work Environment and Physical Requirements? Ability to lift up to 75lbs occasionally, transport computer equipment within an office setting, work on the floor or under desks, or climb a ladder carrying up to 20 lbs if/as needed
Essential Duties Triage and troubleshooting of trouble tickets and completion of common service requests including account and access management to IT systems.
Investigate and mitigate end-user, security related alerts such as virus, malware, and reported phishing emails.
Ensure that tickets are routed to the appropriate teams and are being addressed in a timely manner.
Provide Tier 1 and 2 technical support for academic and business units.
Provide services related to software distribution and non-hardware break/fix.
Analyze, diagnose and resolve issues on a number of other topics, including phone, wireless, VPN, software and access to business applications
Create, maintain and update documentation in knowledge base for IT and end user audiences.
Be an advocate for business unit IT personnel and end-users through observation of issues and requests to recommend improvements and fixes to IT systems.
Coordinate escalation of more complex trouble tickets and service requests to other IT experts within the team or business units.
Assist with performing IT system reviews as directed by manager.
Uphold IT policies, security and other IT best practices at all times.
Webster University is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are committed to maintaining a culturally and academically diverse faculty and staff of the highest caliber. Accordingly, Webster University provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, ethnicity, age, protected veteran or disabled status, genetic information, or any other characteristic protected by applicable law.
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With its home campus in St. Louis, Missouri, USA, Webster University comprises an action-oriented global network of faculty, staff, students and alumni who forge powerful bonds with each other and with their communities around the globe. Founded in 1915, Webster is a private non-profit university with students studying at campus locations in North America, Europe, Asia and Africa and in a robust learning environment online. The university is committed to ensuring high-quality learning experiences that transform students for global citizenship and individual excellence.