The Higher Learning Commission (HLC), a non-profit higher education association, seeks a highly motivated, multi-faceted IT professional to join our high-performing Information Technology team.
The Senior Support Specialist is responsible for providing technical assistance to HLC staff, answering questions, and resolving computer problems in person, electronically, and over the phone, covering the use of computer hardware, software, printing functions, installation and updates, operating systems (primarily MacOS and some Windows), telecommunications tools, audio-visual systems, and email. This includes rollout and administration of applications, tracking licenses, and managing triage in the help desk system, as well as configuring, distributing, and troubleshooting hardware such as laptops, desktops, monitors, accessories, and other equipment. The Senior Support Specialist interacts with various vendors to procure licenses, open and track problem tickets, and research solutions and best practices. The position develops written documentation for end users and generates process documentation for the IT team. The Senior Support Specialist works with the Associate Director to produce training materials and conduct one-on-one and group training for internal customers on an ongoing basis. The position works closely with the Senior Systems Administrator to perform user administration of staff equipment, application management through Jamf, and general administration and support of Microsoft 365 tools, and collaborates on systems administration, networking infrastructure, and security projects, as well as other duties as assigned.
HLC offers a rich benefits package: The HLC office is closed the week of Dec. 24–Jan. 1, employer contribution of 10% of base salary to a retirement plan, and 20 vacation days. HLC invests in the ongoing development of IT staff skills and provides ample access to professional development resources. On a pilot basis, HLC will be implementing a hybrid work environment. During this time, the Senior Support Specialist is expected to work on site at the HLC office in the Chicago Loop at least two days per week. HLC requires all staff to be fully vaccinated for COVID-19 to work at the HLC office or attend HLC events in-person.
HLC is an equal opportunity employer.If you may require reasonable accommodations in completing this application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please direct your inquiries to firstname.lastname@example.org.
Qualifications and Competencies:
Bachelor’s degree (Computer Science preferred) or relevant experience in lieu of degree
4 years of experience in IT desktop administration/operations
3+ years of experience in direct end-user support, including Apple products and MacOS
2+ years of experience in Microsoft Office deployment, operations and support
Advanced technical troubleshooting and problem-solving skills required
Demonstrated college-level written and verbal communication skills
Ability to communicate technical ideas and concepts to non-technical audiences
Ability to prioritize numerous issues of varying severity, and effectively manage the resolution of all issues while focusing on customer service and the end-user experience
Ability to multi-task and to work independently and collaboratively while proactively anticipating customer needs
Ability to manage or collaborate on projects to ensure successful and timely delivery
Demonstrated knowledge of Mac OSX, Windows 10, Microsoft 365, and Microsoft Office applications as well as exposure to Active/Open Directory, Adobe products, email administration and databases
Experience with JAMF Casper Suite desired
Experience with Filemaker Pro desired
Experience with Windows and Windows on a Mac using Parallels desired
Experience with Microsoft Exchange Online and Office 365 administration desired
Experience with web conferencing systems such as Microsoft Teams, GoToMeeting, Zoom, and WebEx desired
General knowledge of commonly used industry concepts, practices and procedures
Possession of any of the following certifications is preferred: A+, Microsoft 365 Certified: Modern Desktop Administrator.
Submit resume, three work references and a cover letter to ITPosition@hlcommission.org. Electronic submissions in one PDF file are preferred. Applications will be reviewed until the position is filled. Please do not call or email to inquire about the position.
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