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System Support Technician

OPPORTUNITY:

Peirce College is seeking a Help Desk representative to provide technical support for the College community pertaining to all systems, with efface on network availability. This position must maintain proper end-user support and provide individual specialized training to users to maximize end-user efficiency and maintain practical computer skills. 

FUNCTIONS:

  • Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining endpoint/users accounts, equipment, software, and cloud based (Saas/PaaS) solutions.
  • Utilizes Salesforce Service Cloud to effectively manage requests for service and daily activities.
  • Effectively troubleshoots requests and issues with diagnostic questions before Case Escalation.
  • Troubleshoots network connectivity including the User’s Home Internet, Ethernet, WiFi, System Configuration, and VPN.
  • Supports Active Directory (AD), Google Workspace, Office 365, Salesforce accounts, and other 3rd party services, access controls, permissions, and password resets.
  • Coordinates, implements, supports, and enforces endpoint security through enterprise endpoint access management software/tools and internal security policies.
  • Facilitates basic end-user training in Office Suite, ERP, CRM, Telephone, VPN, Print Management Solution, etc.
  • Creates and updates Service Center tickets, Playbook and Knowledge Base.
  • Conforms to and adheres to Enterprise Level Service Level Agreements (SLAs).
  • Coordinates and implements equipment images using Windows Deployment Services and patch management services using WSUS.
  • Assists the Telecommunication Administrator with projects, issues, support, and provisioning. (Add/Remove/Change).
  • Assists the overall IT Department with tasks and issues as they arise.

REQUIRED:

  • Associates degree in Business or Information Technology or equivalent.
  • Minimum of three (3) years in a hands-on production support environment as a helpdesk technician.
  • A+ certification a plus.
  • Demonstrated accomplishments remotely supporting an organization’s desktop computers and applications to meet business objectives. 
  • Experience required in the direct configuration and installation of production desktops and laptops, Microsoft Office Products, Google Workplace, 3rd Party applications, Active Directory User and Computers, CRM systems, and other Cloud based (SaaS/PaaS) Services.
  • Proficiency in Windows operating environment, along with current and past version(s) Microsoft Office Suite/Office 365, Google Workspace, and other Cloud based (SaaS/PaaS) services.
  • Ability to create and maintain technical documentation in written or electronic form.

DEMONSTRATED ABILITY TO:

  • Communicate effectively within a diverse, college/business structure;
  • Explain technology to all stakeholders;
  • Maintain a high level of confidentiality with all aspects of the job duties;
  • Function as a team member, as well as independently, in a rapidly changing environment;
  • Listen carefully, to interpret accurately, and to respond to a high volume of requests;

STATUS:

Regular Full-Time/Nonexempt – Position can be performed remotely. Candidates local to the surrounding Philadelphia area are optimal due to necessary job functions and expectations of onsite work and/or event attendance, as needed.

Full vaccination against COVID-19 is required as employees they cannot enter our facilities, attend meetings or events, on behalf of Peirce, without it. 

HOURS:

Day, evening, and weekend responsibilities, as required. 

REPORTS TO:

Director, Information Technology Services

POSTED:

September 14, 2022.  Internal candidates must post for the position within ten (10) calendar days from the date posted.  

HOW TO APPLY:

Please submit a letter of interest with salary expectations, as well as a current resume to the Human Resources Department at JobsAtPeirce@peirce.edu or fax to 215.670.9217. We strongly encourage materials be submitted via email due to the College’s current remote work environment. We will contact only those candidates who best meet our requirements.  

Peirce College is an Equal Opportunity Employer and is committed to ensuring equal opportunity in all employment decisions, policies, and practices.

The College does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

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