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Proactively identifies opportunities and challenges related to information technology support, with the aim of creating and implementing solutions.

• Serves as a liaison for project and change management processes.
• Serves as a tier two support agent in the help desk escalation chain.
• Identifies and develops processes relating to Information Technology service management.
• Elevates concerns and trends, providing recommendations to leadership.
• Leads the troubleshooting process.
• Prepares and sends communications and alerts to stakeholders in a timely and relevant manner.
• May participate in relevant projects, committees, and advisory groups.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Bachelor's degree in related field from an accredited institution.

• Three years' relevant experience.
• Experience working in a support services role.
• Experience providing end-user support for hardware, software, Information Technology services and Information Technology related processes.
• Experience working as a team member in a complex organization.
• Experience engaging with a diverse population.

• Ability to work irregular shifts and extended hours, including evenings and weekends.

• A+, Network+, Microsoft certification, recognized industry certifications.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2024-03-15