Senior IT Support Specialist

il y a 4 semaines

Paris, Île-de-France American University of Paris Temps plein

DEPARTMENT

Information Technology Services (ITS)

SUPERVISOR

IT Support Services Manager or any other supervisor designated by the President

POSITION OVERVIEW

The Senior IT Support Specialist role is pivotal in providing assistance to staff, faculty, and students regarding technical issues related to computers, software applications, and associated technologies. This position necessitates engagement with application software and operating systems, including Microsoft Windows, Microsoft Office 365, and Apple Mac systems, to effectively diagnose and rectify issues. The role employs IT support management tools to deliver first-line helpdesk assistance to users, offering support in person, via phone, email, chat, and remote access. Problem-solving may involve utilizing diagnostic tools and help request tracking systems, as well as providing direct, hands-on support at the desktop level.

RESPONSIBILITIES

Duties and responsibilities - Desktop Support

  • Aids staff in the setup, configuration, and ongoing functionality of desktop computers, peripheral devices, and software in accordance with established standards and protocols.
  • Executes hands-on repairs at the desktop level, including software installations and upgrades, hardware installations, and system configurations.
  • Addresses and resolves user requests for IT technical support promptly through the AUP Request Management Systems.
  • Manages user support requests in a virtual environment efficiently.
  • Takes ownership of user issues and proactively addresses user concerns.
  • Diagnoses system failures and network problems involving Mac and Windows workstations, printers, Wi-Fi, authentication, connectivity, VoIP telephony, and printers, providing solutions to restore functionality.
  • Conducts installation and routine maintenance of network cabling, connecting network cables to switches, and testing network links and connectivity.
  • Performs user management tasks, including user ID creation and maintenance, password resets, and directory searches via the user management web interface.
  • Collaborates with the IT support team and System Administration staff to identify and resolve client-reported issues.
  • Constructs and deploys new desktops, laptops, and portable devices utilizing deployment tools.
  • Distributes software and implements system configurations and settings on user devices using device management tools.
  • Produces reports for management that encompass incident management, metrics, and recommendations for system improvements.
  • Develops and maintains thorough documentation of standard client computing processes, working closely with system administrators.
  • Tests and troubleshoots policies and configurations applied to laptops and workstations, providing feedback to management and suggesting enhancements.
  • Adheres to standard procedures for applying, removing, and modifying access rights on IT resources.
  • Maintains hardware inventory for computers and printers through AUP ITS management systems.
  • Engages with vendor support contacts to resolve technical issues related to desktop computing equipment and software.
  • Provides training and orientation to staff on the use of hardware, standard desktop software, and Office 365 collaboration tools.

Duties and responsibilities - Other Support

  • Assists users in utilizing computer equipment by offering necessary training and guidance.
  • Installs and maintains audio/visual hardware and software, delivering, installing, and maintaining classroom technology as required.
  • Supports students and faculty in classrooms and other areas around campus as necessary.
  • Performs additional duties as assigned by immediate supervisors.

Other relevant duties may also be assigned as requested by the Supervisor in accordance with departmental needs.

SKILLS REQUIRED

  • 3-5 years of experience in providing technical support services.
  • Familiarity with LAN/WAN networks.
  • Strong computer skills, including knowledge of computer hardware, software, local area networks, and peripheral devices.
  • Proficient understanding of operating systems, particularly Windows and Mac OS environments, as well as knowledge of Local Area Networks, PC hardware setup and configuration, printer setup and configuration, virus protection, multimedia equipment, and Microsoft Office applications.
  • Self-motivated, independent, diligent, with strong analytical, diagnostic, and problem-solving abilities, and a willingness to learn and take on additional responsibilities.

PHYSICAL DEMANDS

  • The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may frequently lift and/or move heavy materials between campus buildings.

OTHER REQUIREMENTS

  • IT Education: Bac +2 minimum: BTS/BUT/Licence or equivalent combination of education and experience; Microsoft and/or Apple certifications are advantageous.
  • Must be fluent in both English and French and possess valid working papers for the EU.
  • Excellent customer service and teamwork skills are essential.
  • Ability to frequently lift and carry hardware and supplies between campus buildings, weighing up to 20 kilograms.
  • Must be available to work flexible hours, including weekends and evenings, as necessary.

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