Embry-Riddle Aeronautical University is currently recruiting for a Senior Support Specialist to provide dedicated support for the technology needs of the faculty, staff, and instructional technology in the College of Engineering.
Work involves COE IT systems configurations management, trouble shooting, problem determination and resolution, system installation, configuration and maintenance, application support, audio/video system support, and assisting
with technology needs analysis for academic and research efforts with in the College. The COE Sr. Support Technician will oversee multimedia operations for live events, including synchronous online learning classes, using audio-visual equipment and communications software. Individual will participate in and/or lead projects involving technology deployments for the College of Engineering in cooperation with IT Support initiatives and current guidelines. Apply experience and exercise judgment to proactively assist in improving processes, systems, and their functionalities to ensure reliability while assuring efficient use of College resources. Take part in negotiations with vendors to ensure appropriate pricing and support agreements.
Participate in the deployment and management of new software and technology. Assist in developing and controlling project plans and resource assignments to ensure timely and accurate completion. Design, test, and implement new hardware and software configurations and implementation of new technology. All planning must consider impact on University IT Support and Infrastructure teams. Communicate issues, critical problems and situations to
appropriate supervisor and/or manager. Keep abreast of University IT policies, technology trends, especially those relating to the education and instructional environments.
Provide support of advanced technologies deployed in the College academic, administrative, and research areas. Handle advanced customer service issues as they arise. Communicate issues, critical problems and situations to appropriate management levels in the college or on the IT Support Team. Respond to assigned work orders and maintain accurate and timely documentation of progress in work order database. Promote creation of knowledge base entries useable by customers and IT team members.
Maintains open communication between the College of Engineering constituents and Information Technology. Communicates often with College of Engineering constituents to better understand their technology requirements and issues. Promotes effective communications of needs to University Information Technology groups.
Attends meetings and briefings related to computing support. Participate in committees and task forces as assigned. Collaboratively represent the interest of the COE with University and other Campus Information Technology epartments in the development of strategic and tactical plans. Participates in on-call rotation and may require working during non-business hours and on weekends.