Tech Support-Network Specialist, Tier II
: Job Details :

Title:? Tech Support-Network Specialist, Tier II

Department/Location:?IT Operations Department, St. Louis, MO

Position Type: Full-time, 12-month

Organizational Relationships: Reports to IT Help Desk Manager

Summary

Principia is looking for a Tech Support-Network Specialist, Tier II. In this role, you will provide excellent customer service and knowledgeable support of all aspects of network computing at Principia - desktops, laptops, network servers, related software, and network infrastructure. You are a key team member and mentor, supportive of peers and the Principia Community.

Who We Are

At our award-winning pre-K-12 school in St. Louis, Missouri, and top-ranked Principia College in Elsah, Illinois, Principia faculty and staff make up a close-knit community of educators, coaches, and professionals taking a distinct approach to education-blending academic excellence with Christian Science-based character education. Principia's team of over 500 employees supports not only Principia School and Principia College, but also a worldwide network of Alumni & Friends.

Principia?employees are part of an engaging academic community preparing students to be tomorrow's leaders, thinkers, and changemakers. We strive to create a collaborative and inclusive environment where everyone feels they belong and are valued.

Primary Responsibilities

* Makes positive contributions in the workplace in support of Principia's primary Purpose and Policies and the expectations outlined in the Employee Handbook.

* Works as a key player on the Technical Services team with a focus on shared services, striving to provide the best customer service possible regarding technical and network support

* Participates in accordance with the Service Management Methodology including:

* Help Desk phone coverage

* Following defined service level agreements

* Actively using the Incident tracking system to record problems and resolutions

* Troubleshooting and resolving computer and network problems for assigned Incident tickets

* Participating in various ITIL areas including Change, Incident, and Problem Management as needed.

* Participates in network administration support - troubleshooting, resolution, and documentation - including demonstrated expertise in assigned areas. Such areas include:

* network hardware and software (printers, servers, switches, ports, cable)

* network backups and retrieval

* creation and maintenance of user accounts

* virus protection

* network performance and upgrades

* Assumes Lead Technician role of assigned projects as needed

* Train other techs & student workers on hardware and software products and methods as needed

* Participates in the rotating after-hours pager coverage and Server Maintenance weekends.

* Employee Training

* Trains new employees on Windows or MAC, MS-Office365 and Google environments, network environment, and communication tools

* Trains staff on Banner common functions, MS-Office software (Word, Excel, PowerPoint, and Outlook) and other software used broadly across the institution

* Provides training support for department programs as needed

* Refers faculty and staff to appropriate online and offsite training resources

* Works with Technical Support Group (TSG) and other departments to ensure timely training as needs arise

* Creates new courseware as new products are introduced or current software is upgraded; maintains updated courseware and handouts

* Develops electronic training materials as needed and by department request

* Solicits training sessions

* Participates in software upgrades and rollouts and computer refresh cycles

* Participates in professional development seminars, current publications, online classes and research pertinent to the job

* Provides software troubleshooting and support

* Provides printing and scanning training on multi-function devices

* Other duties as assigned

Core Competencies

* Positivity:? Optimistic, positive, and focused on elevating and bringing out the very best in themselves and others. Faculty and staff are invited to understand teammates' strengths and how they can complement each other.

* Team players:? Ability to collaborate and partner with peers and senior leaders is critical, with an ability to listen, give and receive feedback, and be comfortable exchanging ideas and speaking candidly in a professional and collegial manner

* Strategic thinkers:? Ability to consider complex topics from multiple perspectives and offer innovative solutions.

* Relationship Builder: Builds and sustains strong connections with a genuine interest in others

* Technical Skills: Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills

* Customer Service: Responds promptly and professionally to customer needs

* Ethical: Treats people with respect; keeps commitments; inspires the trust of others; works with integrity; upholds organizational values

* Dependability: Works within deadlines and under occasional heavy workloads

* Planning and Organizing: Prioritizes and plans work activities; uses time efficiently; manages multiple projects and tasks simultaneously

* Quality: Demonstrates attention to detail, accuracy, and thoroughness

Minimum Qualifications

* Student of Christian Science; if not, then values-aligned

* Supportive of Principia's mission, vision, and values as articulated here

* Bachelor's degree or equivalent work experience

* Proven interpersonal communication skills - including an ability to converse clearly and compassionately with customers who may be expressing themselves strongly or urgently

* Proven experience in computer support of both the Intel-based and Macintosh platforms

* Network experience preferred

* Proven expertise in specific areas for 3 months or more, including being able to transfer knowledge to others through mentoring

* Proven ability to work well with others in a very busy environment, a team player

* Proven ability to take direction

* Willingness and ability to work flexible hours and schedules as needs arise

* Willingness and ability to study and test for professional development according to Principia's needs

* Physically able to lift and carry up to 40 pounds, crawl under desks and tables, and wire jacks and patch panels in close quarters if needed

Special Requirements

* Maintain a home within 30 minutes of the assigned campus

The statements above describe the general nature and level of work but are not a complete list of responsibilities and are subject to change at the discretion of Principia.

Equal Opportunity

Principia, a mission-driven institution, believes every person has the right to an equitable and respectful educational environment and workplace. Principia does not discriminate on the basis of race, color, national origin, ethnicity, gender (identity or expression), sexual orientation, family status, disability, age, or military or veteran status.

In hiring, admissions, and related decisions, Principia-as an institution with a religious mission-gives preference, where appropriate, to Christian Scientists.