About the Role
Provides advanced technical support for enterprise systems, troubleshoots escalated issues, mentors junior staff, and ensures reliable IT service delivery across academic and administrative departments.
Responsibilities
- Diagnose and resolve high-level technical problems across networks, systems, and applications
- Respond to service tickets and manage incident resolution within defined timelines
- Document technical issues and create knowledge base articles for broader use
- Support identity and access management systems used across campus
- Collaborate with IT teams to improve service reliability and user experience
- Escalate complex infrastructure issues to appropriate engineering teams
- Participate in system upgrades and technology lifecycle management
- Assist with onboarding and training for new IT support personnel
- Monitor system alerts and respond to critical outages promptly
- Maintain accurate records of support activities and resolution paths
- Evaluate user feedback to identify recurring technical challenges
- Provide after-hours support on a rotating on-call schedule
- Ensure compliance with university IT security policies
- Work with departmental IT liaisons to coordinate support efforts
- Support cloud-based services used for teaching and research
- Troubleshoot authentication and authorization issues
- Assist with deployment of software and configuration updates
- Contribute to disaster recovery and business continuity planning
- Analyze system performance data to recommend improvements
- Stay current with emerging technologies relevant to higher education IT
Nice to Have
- Master's degree in a technology-related field
- Certifications such as ITIL, CompTIA, or Microsoft technologies
- Experience with research computing environments
- Background in supporting academic technologies
- Familiarity with accessibility standards in digital systems
Compensation
Salary commensurate with experience
Work Arrangement
Hybrid work environment with on-campus and remote options
Team
Part of the central IT support team serving a large academic institution
Work-Life Balance
Offers flexible scheduling options and support for professional development
Commitment to Diversity
Values inclusive practices and encourages applications from individuals of all backgrounds
Professional Growth
Provides opportunities for training, certification, and career advancement
Not available for this position
