Technology Support Specialist II

Who You Are

You are passionate about helping students achieve their educational goals. You thrive in a competitive and collaborative team environment. You are comfortable working remotely and have experience collaborating with others in a virtual environment. Youpossessa strong attention to detail.

As the Technology Support Specialist Level II, you support ACE students, faculty and staff by providing the day-to-day technology support and helpdesk services to the enterprise. This includes the management of all end-user devices, hardware, software, administrative platforms, conference room equipment, IT supplies, etc.
Please note: You provide onsite support at Indianapolis, Indiana. You work collaboratively to support the needs of all departments to ensure the strategic development and ongoing upkeep of all enterprise platforms. You are responsible for overall ticket management, documentation, and end user computing project management. In addition, you will have assigned projects according to your skill level and understanding of the ACE environment.

ACE is committed to paying a competitive wage while staying true to our mission of maintaining high quality affordable programs for our students.

The starting hourly rate is $25.00 plus all full time employees are eligible for an annual bonus.

• Demonstrates self-reliance by meeting/exceeding workflow needs.
• Demonstratespositiveattitude and motivation, concern for students, teamwork, and excellent time management skills.
• Follows established processes as outlined by organization and leadership.
• Completes assigned duties based on daily business needs and individual skill set.
• Consistently produces a high volume of quality work.
• Capable, andadapts as needed, to work under pressure and meet tight deadlines.
• Proven ability to work independently with limited supervision and with other department personnel.
• Must support and embrace the College’sImpactmission to improve the people and communities we serve through our civic engagement initiatives.
• Must have exceptional communication, organization, and time management skills.
• Must be “self-motivated” as well as creative and efficient in proposing solutions to complex, time-critical problems.
• Must be collaborative in driving decisions and ateam-player.
• Strong analytical and problem-solving skills witha high attention to detail.
• Builds andmaintainsstudent satisfaction.
• Recognizes andanticipatesstudent needs.

In this role you will wear different hats, but your skills will be especially essential in thefollowingareas:

• Serves as helpdesk and support technician for the college primarily.
• Oversees ticket churn and maintains low ticket response times meeting or exceeding SLAs.
• Responsible for overseeing end user computing updates, upgrades and projects.
• Fields incoming help requests from end users via both telephone and tickets.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules customer communication. Escalates tickets and/or issues (when required) to the TSS III or the Sr. Technology Support.
• Ensures tickets track the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Creates and updates Knowledge Base articles for the college to utilize.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands‑on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications and testing resolutions.
• Sets up new hires, adjuncts and conducts technology onboarding support.
• Sets up, maintains and supports end user devices via Microsoft Intune.
• Performs post‑resolution follow‑ups to help requests.
• Keeps all asset lists up to date with any adds, moves, or changes.
• Manages adds, moves, and changes to system access per Human…