Support Specialist, Daytona Beach Campus – (180315)
Embry-Riddle Aeronautical University is seeking a Support Specialist for the Daytona Beach Campus, reporting to the Manager of IT Support. The Support Specialist provides technical support of computers, peripherals, tablets and web conferencing systems for faculty, staff, and students; maintains operational efficiencies of technology for academic, administration, computer labs, and classrooms; and troubleshoots and provides resolutions for computing and system issues. The position will require direct interaction with customers.
Duties and responsibilities of this position include but are not limited to the following:
Install, configure and maintain multi-platform desktop hardware and software for Windows, macOS and Red Hat Linux.
Setup, configure and support audio/video conferencing systems.
Provide support for web conferencing systems.
Support technology needs during events on campus and off-site.
Troubleshoot networking issues and escalate to infrastructure team appropriately.
Provide consultation on technology matters to faculty, staff, and students.
Participate in projects. Ensure deliverables meet expectations and are completed on-time.
Innovate processes to improve customer experience and increase operational efficiency in support of an effortless experience.
Create documentation for knowledgebase for new technology and support processes.
Bachelor’s degree or equivalent work experience.
Formal diploma/certificate/degree program of 6-18 months after high school.
Minimum of 1-3 years of related work experience.
Knowledge of desktop operating systems such as Windows XP/7/10 and macOS.
Possess basic networking knowledge such as DHCP, TCP/IP, etc.
Experience supporting Microsoft Office Suites.
Exposure supporting web conferencing systems such as Skype and Adobe Connect.
Fast learner. Strong critical thinking and problem-solving skills.
Exceptional customer service skills.
Excellent verbal and written skills.
Ability to interact with audiences from a diverse background.
Ability to prioritize work to meet deadlines.
Maintain positive and professional outlook at all times. Ability to maintain composure under pressure.
Great interpersonal skills. Ability to work in a team environment.
Ability to support IT Core Values by focusing on improvements, believes in our team and partners throughout the university, learning from mistakes, being accountable for actions, and showing determination, focus, and tenacity.
Experience with mobile systems such as iOS is preferred.
Exposure in academic software support is a plus.