IT Helpdesk Specialist III (HRLY 10)

IT Helpdesk Specialist III (HRLY 10)

Brief Summary of This Position:

The IT Helpdesk Specialist III is the technical leader for interfacing with Berea College customers and stakeholders and provides daily support of all IT services, including, but not limited to: enterprise business-critical services, such as Email, Calendar, Box, Portal, collaborations, user account management, as well as audio/video, mobile devices, classroom technologies, event and media services, and desktop technologies used across campus. This position provides computer systems and equipment repairs, help desk assistance, software deployment and services, classroom AV technologies, general technical assistance for hardware installation and implementation, and focused training workshops. Customer Service/IT will also oversee major IT initiative deployments that are relevant to the Berea community. This position will also provide Apple-focused training to students and employees.

The IT Helpdesk Specialist III is an integral part of the successful deployment of computer hardware and software. The employee is expected to handle high-level diagnosis and repair of computers and related peripheral devices. Expected to research and test new hardware and software, recommend necessary changes to standard configurations, and mentor other technicians who are doing similar work.

Minimum Qualifications Required:

Education required to ensure success in this position:

• Bachelor's Degree in Information Technology related field

Experience required to ensure success in this position:

• At least five years of work experience in enterprise technical support is required.
• Work experience in Customer Services, Helpdesk, classroom support, AV and event services, and/or service-oriented IT organizations
• Prior labor student supervisory experience, preferred
• Knowledge of and experience with at least several of the following technologies: Windows desktop and laptop computers, Microsoft Office, Apple desktop, laptop computers, and iOS devices, Active Directory, network-based software deployment, configuration image creation, and SCCM/JAMF. For Apple devices, familiarity with the five most recent versions of iOS and the three most recent versions of macOS is preferred
• Excellent written and verbal communication, excellent client-facing skills, ability to mentor, and supervise labor student technicians.

Special skills, knowledge and abilities:

• Ability to work with a wide range of media, standard or computer-based
• Ability to work with diverse customers, stakeholders, and VIPs on academic and IT support
• Effective organizational, communication and leadership skills
• Ability to manage up to 15 student labor positions
• Ability to work with multiple external vendors and contract negotiations
• Ability to work with SCCM, JAMF, MS Intune, Adobe Creative Cloud, and DocuSign preferred

License, certification, or registration necessary:

• Project Management (PMP). preferred
• Valid driver's license
• Required background checks
• Dell Certification
• Apple Certifications

Physical requirements:

• Ability to navigate campus/public buildings and grounds
• Ability to travel independently by car and/or plane
• Ability to occasionally lift up to 20 lbs.

Environmental conditions:

• Professional office environment with interruptions and noise due to frequent visitors, students, staff and faculty
• Some work in classroom buildings, auditoriums, and similar venues including outdoor events
• Occasional travel is required for meetings, conferences, etc.

Ability to operate the following vehicles or equipment:

• Small van for equipment delivery; must undergo a driver's background check and have a defensive driving course
• Standard office equipment: computer, phone, etc.
• Vehicle - college vans/cars/Golf Carts

Primary Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Regular and predictable attendance is essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Administer SCCM, JAMF, MS Intune, Azure
• Supervisory management of a team of labor students
• Implement, deploy, maintain, and sustain enterprise-level general IT services and support. Deliver metrics that are meaningful to refine future service needs
• Project Management and delivery of major IT Helpdesk initiatives
• Advises IT leadership on continuous improvement
• Perform high-level diagnosis, research, troubleshooting, and identify solutions to customers
• Maintain knowledge and appropriate vendor certifications for assigned computers, mobile devices, and other technology, software, and operating systems in the environment.
• Provide prompt and accurate service as well as feedback to an understood front-facing star-to-finish process
• Research and test new and upgraded hardware and software, and changes to standard configurations.
• Develop and document a knowledge base for the installation or service of hardware and software associate with computers, mobile devices, etc., including ISO images for software changes and other related technologies.
• Train and mentor labor student technicians in the diagnosis and repair of computers and peripheral devices in their labor assignment.
• Schedule the work of labor student technicians, setting project and problem resolution priorities in collaboration with the IT Customer Service Director and other IT staff.
• Select and hire labor student employees. Evaluate labor student employees' performance and development.
• Address performance issues and make recommendations for personnel actions.
• Update and manage licenses for all college-owned computer software

Other roles/duties will be assigned as necessary to assist the College in the attainment of the goals set forth and the enhancement of a positive, respectful learning environment for all staff, faculty, and students.

Founded in 1855, Berea College achieved national distinction as the first coeducational and interracial college in the South. Berea has a longstanding commitment to interracial education and is one of the most racially diverse private liberal arts colleges in the United States. With an emphasis on service to Appalachia and beyond, Berea enrolls 1,600 students from 43 states and U.S. territories and more than 70 countries. Berea College admits students who are unable to afford tuition and provides all of them a no-tuition promise, valued at more than $178,000. Berea’s students excel in the College’s supportive yet demanding academic environment, and many are the first in their families to attend college. As one of only nine federally recognized Work Colleges, all Berea students are expected to work 10-12 hours weekly in various positions across campus. Berea College was again named one of the nation’s “Best Institutions for Undergraduates to Earn their College Degree” in the 2022 edition of The Princeton Review’s book, The Best 387 Colleges. Berea also appeared on four other lists within the publication: Best Colleges in the Southeast; Best Value Colleges; Best Green Colleges; and Tuition Free Schools. Berea College is ranked #148 by The Princeton Review – the highest-ranked Kentucky college, and the #3 “Best Value College” in the nation. Berea is one of only two private institutions ranked in the Top 10 for Value in the Wall Street Journal/Times Higher Education (THE) 2022 College Rankings. The Washington Monthly ranks Berea College #13 among the nation’s liberal arts colleges, recognizing Berea for maintaining “consistently high rankings thanks to their economic diversity, relatively strong graduation rates, and commitment to meeting students’ financial need.” U.S. News and World Report Rankings lists Berea as #30 among National Liberal Arts Colleges, including ranking Berea #1 in Service Learning, #2 for Most Innovative Schools, #3 in Co-ops/Internships, #4 in First-year Experiences, and tied for #13 in Best Undergraduate Teaching.

Located where the Bluegrass Region meets the Cumberland Mountains, the town of Berea (pop. 16,000) lies forty miles south of Lexington and is approximately two hours from Cincinnati, Louisville, and Knoxville. More information about Berea College is available at www.berea.edu.

Berea College, in light of its mission in the tradition of impartial love and social equality, welcomes all people of the earth to learn and work here.

Berea College is always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online job application!

Berea College is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.

Note to Prospective Employees:

Each year, Berea College Public Safety publishes an annual report to the campus to make public crime statistics, policies, and procedures for Berea College.  This Annual Security Report, required by the Jeane Clery Act, Minger Act, and the Student Right To Know Act is now available for review.  For a full, printable version of the ASR, you can click here: https://www.berea.edu/public-safety/annual-security-report-2019/

For a policy-by-policy version that is easier to read and browse, please visit Public Safety’s website here: https://www.berea.edu/public-safety/annual-security-report-2019/