Senior Desktop Support Specialist

Job Description

The Opportunity

Embry-Riddle Aeronautical University is seeking a Senior Desktop Support Specialist to join the Information Technology department in Daytona Beach, Florida. The Senior Desktop Support Specialist acts as subject matter expert in providing technical support for computers, peripherals, tablets and conferencing systems for faculty, staff, and students at the Worldwide campus. The Embry-Riddle Worldwide campus includes the headquarters located in Daytona Beach, FL and approximately 110 locations across the globe. This position is responsible for troubleshooting and providing resolutions for basic and complex computing and system issues and researching and recommending solutions to meet the University's technology needs. The Senior Desktop Support Specialist continually evaluates the efficiency of technology for academic, administration, computer labs, and classrooms and recognizes and recommends opportunities for operational efficiencies. Additionally, this position assists with driving the adoption of new technology and solutions, leading IT Services projects, and is responsible for supervising student employees. The Senior Desktop Support Specialist acts as a mentor and technical escalation point for other full-time staff on the team. The position will require direct interaction with customers. 

The ideal candidate desires to be a part of a vibrant community of information technology professionals and supports the mission of the University as a world leader in aviation and aerospace education. Embry-Riddle provides education globally and maintains a diverse technology footprint. Working for Embry-Riddle Information Technology provides a modern and collaborative work environment and professional development opportunities. Employees have access to a robust benefit package – from quality health care and retirement options to generous education benefits and a flexible summer work schedule.

Responsibilities include the following:

• Provide support for existing technology solutions for faculty and staff as well as academic and computer labs. Install, configure, and maintain multi-platform desktop hardware and software for Windows, macOS and Linux. Support Point-of-Sales registers and peripherals. Troubleshoot networking issues and escalate to infrastructure team appropriately. Support events on campus or offsite within and after business hours. Setup, configure and support audio/video conferencing systems. Address any customer service issues. Communicate issues and situations effectively to the proper channels. Respond and resolve assignments in a timely manner. Log status of work in the database accurately and progressively. Create documentation for new technology and support processes. Create, review and update knowledgebase articles for customers and IT colleagues. 
• Lead or participate in the deployment of new or replacement of existing technology. Develop or review project plans. Manage project resources and ensure tasks are completed on-time and meet quality and service standards. Act a key player in impact analysis, design, test, and implementation of hardware and software configurations. Recognize when to escalate challenges to the appropriate channels. Provide appropriate communication to project stakeholders. Provide consultation on technology matters to faculty, staff, and students. Manage student employees in daily operation or project tasks. Mentor team members on supported areas.
• Keep abreast of technology trends, especially those that relate to the educational environment. Innovate and drive adoption of new technology or processes to improve customer experience and increase operational efficiency. Maintain open communication with campus constituents to understand new technology needs and challenges. Present customer needs to University Information Technology groups.
• Attend meetings and briefings related to computing support. Participate in committees and task forces as assigned. Collaborate with University and other Campus Information Technology departments in the development of strategic and tactical plans.

Qualifications

Required Education:

• High School (or GED) level ability in grammar, spelling, basic composition, and math.

Required skills, knowledge, abilities:

• Minimum of 3-5 years professional experience with information technology.
• Proficient in desktop operating systems such as Windows 10, macOS, and Linux.
• Experience with mobile systems such as iOS and Android is desired.
• Possess basic networking knowledge such as DHCP, TCP/IP, etc. 
• Extensive support experience with Microsoft Office Suites.
• Solid understanding of web conferencing systems such as Microsoft Teams and Zoom.
• Strong critical thinking and problem-solving skills. 
• Exposure in academic software support is a plus. 
• Ability to apply project management processes and tools.
• Exceptional customer service skills. 
• Excellent verbal and written skills.
• Ability to interact with audiences from a diverse background. 
• Ability prioritize work to meet deadlines. 
• Maintain positive and professional outlook at all times. Ability to maintain composure under pressure. 
• Great interpersonal skills. Ability to work in a team environment.
• Work independently with minimal supervision. 
• Ability to support IT Core Values by focusing on improvements and believes in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus, and tenacity.

About Embry-Riddle Aeronautical University

At Embry-Riddle, we take pride in our position as the world's largest and most comprehensive university dedicated to aviation and aerospace. Located in Daytona Beach, Florida, and Prescott, Arizona, our esteemed residential campuses offer a prestigious educational experience. However, our commitment to education knows no borders as our Worldwide campus expands our reach globally, providing a world-class education online and at approximately 110 locations across the United States, Asia, Europe, and Central and South America. This breadth of reach ensures that students can access our exceptional programs without geographical limitations. 

With a history spanning nearly a century, we have continually adapted to the dynamic needs of the industries we support. In the Academic Year 2022-23, we welcomed over 11,100 students to our residential campuses and over 19,000 students at our worldwide campus.  

Join our global community and embark on a journey of academic excellence and limitless possibilities. Employees working more than 30 hours a week can enjoy medical, dental and vision benefits, an amazing retirement plan with immediate vesting that includes a 6% gift and up to 4% match, free tuition for employees and their immediate family members, and a generous personal leave program. To find out more about our benefits and why ERAU has been named a “Great College to Work For” for 13 consecutive years, visit our careers page.