IT Senior Technical Support Engineer

Description

The Senior Technical Support Engineer provides hands‑on technical support to Juilliard’s client support functions, with primary responsibility for the Service Desk. This role also collaborates closely with the IT Engineering Group, Enterprise Applications, Cadence, and Classroom Support teams, while performing systems administration tasks as needed.

In addition to implementing and troubleshooting client‑facing hardware and software solutions, the Senior Technical Support Engineer takes the initiative to lead, guide, and mentor peers
. This position plays a key role in ensuring quality control, adherence to best practices, and continuous improvement across all IT support functions.

The role supports the Service Desk Senior Manager in delivering timely, high‑quality technical support, managing end‑user computing environments, addressing information security issues, and overseeing day‑to‑day IT operations.

The salary range for this role is $70,000‑$80,000 annually, commensurate with experience and qualifications.

Founded in 1905, The Juilliard School is a world leader in performing arts education. The school’s mission is to provide the highest caliber of artistic education for gifted musicians, dancers, and actors from around the world so that they may achieve their fullest potential as artists, leaders, and global citizens.

Excellence and professionalism are important guides in how we go about our work, but we also connect to the mission as individuals in the workplace. We thrive because of our variety of backgrounds and our ability to be open and honest, and we also thrive because we enjoy each other’s company. We believe that each employee has the responsibility to help shape the Juilliard organizational culture, and we provide opportunities to participate in team‑building throughout the year.

Our organizational values focus on community and culture.

We encourage you to read more about how we achieve our mission on our website, juilliard.edu.

• Provide end‑to‑end customer service through the Service Desk, resolving a wide range of IT support issues from ticket intake to resolution.
• Deliver and install hardware and configure software for new hires, students, and staff as part of the School’s onboarding and refresh cycles.
• Maintain and support student laboratory equipment, ensuring reliable performance for academic use.
• Implement device patching, software upgrades, and configuration management for Windows and macOS environments using enterprise tools (KACE, JAMF).
• Manage IT asset lifecycle, including procurement, tagging, deployment, inventory tracking, and decommissioning.
• Oversee and maintain the IT computer loaner pool, ensuring availability to support academic and administrative operations.
• Administer user accounts and provide consistent, high‑quality support to staff, faculty, students, and alumni.
• Support and maintain enterprise technologies, including Active Directory, Group Policy, Okta, Azure, Office 365, VPN, and Parallels environments.
• Participate in IT research, technology assessments, and pilot projects under the direction of the CTO and Service Desk Manager.
• Provide leadership within the Service Desk team to ensure service excellence, process consistency, and adherence to standards
  .
• Respond rapidly to IT service disruptions and coordinate resolution efforts.
• Contribute to technical documentation, knowledge‑base articles, and training resources for both end users and IT staff.

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Relevant industry certifications (e.g., CompTIA, Microsoft, Apple, ITIL) strongly preferred.
• Minimum of 5 years of progressively responsible IT support experience.
• Demonstrated experience managing complex Windows domain environments.
• Proficiency with Windows, macOS, mobile platforms, and peripheral devices (printers, scanners).
• Strong knowledge of Office 365, security practices, and enterprise IT systems.
• Excellent interpersonal, communication, and customer service skills, with the ability to translate technical concepts for non‑technical users.
• Proven ability to lead by example,…