IT Support Consultant/Senior IT Support Consultant

Job Description

IT Support Consultant / Senior IT Support Consultant

Office of Information Technology

Provides advanced application, operating system, desktop and mobile hardware, audiovisual, and other technology support to the University community via a combination of on-site assistance, device / endpoint management, remote troubleshooting and remote access tools.

Works with administrative, academic, and research departments / centers to resolve computing issues and maintain Brown computing / mobile equipment for departments throughout their full lifecycle.

Maintains service relationships with department leaders and customers. Balances and prioritizes service to multiple assigned primary departments, with a high degree of responsiveness and partnership.

Supports other IT Support Consultants and other OIT departments for projects, moves, and cross-coverage of sick / vacation.

Provides escalation support and on-site response for Help Desk issues. Works independently and utilizes a variety of enterprise-level computing tools and expertise to solve customer problems.

Qualifications : For Grade 9 :

For Grade 9 :

Bachelor's degree preferred

2-3 years of providing end-user IT computing support, deskside strongly preferred

One or more MCP, MCSE / MCSA, SCCM, JAMF, or ACSP certifications preferred

Experience supporting enterprise-level end-user services such as file, print, network, and authentication / identity systems

Knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS / Android) including core software / services used at Brown (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, etc.)

Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.)

Knowledge of and experience with audiovisual equipment and systems

Knowledge of enterprise configuration management / package deployment tools such as Microsoft OSD / SCCM, InTune, JAMF and / or ASM preferred

Excellent customer service skills and strong commitment to service, with effective written / verbal communication, technical follow-through, personal organization and prioritization

Understanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in Higher Education preferred

Demonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environment

Ability to work and develop new skills independently from existing learning resources and peers / managers; self-starter

Ability to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment

Ability to work effectively in a group, and as a member of a project team, supporting organizational priorities

Possesses a willingness and ability to support a diverse and inclusive environment

For Grade 10E :

Bachelor's degree preferred

3-5 years of providing end-user IT computing support, deskside strongly preferred

One or more MCP, MCSE / MCSA, SCCM, JAMF, or ACSP certifications preferred

Experience supporting enterprise-level end-user services such as file, print, network, and authentication / identity systems

Expert knowledge of and experience supporting macOS, Windows and mobile device platforms (iOS / Android) including core software / services used at Brown (MS Office Suite, Google Apps, ticketing systems, streaming apps, videoconferencing, etc.)

Demonstrated troubleshooting skills for related technology peripherals and endpoint devices (printers, mobile hardware, etc.)

Demonstrated ability to create effective user and technical documentation

Knowledge of and experience with audiovisual equipment and systems

Advanced knowledge of enterprise configuration management / package deployment tools such as Microsoft OSD / SCCM, InTune, JAMF and / or ASM

Excellent customer service skills and strong commitment to service, with effective written / verbal communication, technical follow-through, personal organization and prioritization

Understanding and appreciation of the needs of users in an academic environment with a diverse user community; experience working in Higher Education preferred

Demonstrated ability to work as part of a team and to promote a positive, collaborative, and inclusive work environment

Ability to work and develop new skills independently from existing learning resources and peers / managers; self-starter

Ability to independently manage time effectively, multitask, and prioritize personal and team workflow in a high-volume environment

Ability to work effectively in a group, and as a member of a project team, supporting organizational priorities

Proven ability to analyze, troubleshoot, and problem-solve complex technical issues as well as recommend appropriate technology solutions for complex user problems

Excellent project planning skills and ability to lead small project-based teams

Proven ability to mentor and train other team members

Possesses a willingness and ability to support a diverse and inclusive environment

Successful completion of a criminal background check and education verification is required.

Recruiting Start Date :

2024-03-07

Job Posting Title :

IT Support Consultant / Senior IT Support Consultant

Department :

Office of Information Technology

Grade : Grade 10

Grade 10

Worker Type : Employee

Employee

Worker Sub-Type : Regular

Regular

Time Type : Full time

Full time

Scheduled Weekly Hours :

37.5

Position Work Location :

Onsite

Submission Guidelines :

Please note that in order to be considered an applicant for any staff position at Brown University you must submit an application form for each position for which you believe you are qualified.

Applications are not kept on file for future positions. Please include a cover letter and resume with each position application.

Still Have Questions?

If you have any questions you may contact .

EEO Statement :

Brown University is an E-Verify Employer.

As an EEO / AA employer, Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, and caste, which is protected by our University policies.