IT Specialist

Responsibilities

• Work as an advocate and facilitator on behalf of CTDI customers.
• Diagnose and resolve complex technical problems with computing hardware, software, and network services.
• Act as point of contact to clients for CTDI management and employee requests, incidents, managing internal escalation.
• Vendor management and customer communication for a given request.
• Specialize in order management and fulfillment, working to issue and track occurrences within the STB plant.
• Provide expert level consultation and support to the plant on data, voice and video integrated services.
• Participate on various internal teams to support and onboard newly employed colleagues in the plant.
• Work with IT Support service owners and managers, create support-level documentation and web content about service offerings and supported technologies.
• Participate in documentation creation related to CTDI’s IT processes and procedures, both for internal and external use.
• Act as project support on various Client Services projects; participate on campus project teams, task forces, and user groups.
• Work with other units in IT and with local support providers to implement and support computing standards; maintain expert knowledge of CTDI’s supported computing technologies.
• Attend trainings, conferences and seminars and complete internal and external training programs to develop and improve management and technical skills.
• Institute protocols for the use of IT across departments and projects. Provide advice on the most suitable IT choices.
• Provide technical support or training for systems and networks. Act as link between end users and higher level support.
• Install and configure software and hardware (printers, network cards etc.). Monitor system and network performance. Perform troubleshooting, repairs and data restoration.
• Perform performance maintenance activities (e.g. backups).
• Maintain licenses and upgrade schedules.
• Collaborate with other professionals to maintain standards and functionality.

Requirements

• Strong proven experience supporting a MacOS workstation environment.
• Knowledge of Layer 2 networking (local area network).
• Familiarity with network switches and patch panels.
• Ability to trace network lines.
• Strong customer service orientation and excellent interpersonal and verbal and written communications skills.
• Ability to present technical materials clearly to both technical and non-technical audiences.
• Ability to work with a wide variety of customers and colleagues, delivering exemplary technical support, and to work independently and as part of a team.
• Ability to maintain confidentiality of sensitive materials.
• Demonstrated ability to prepare written documentation suitable for Corporate use is desirable.
• Experience with CTDI’s manufacturing environment with supported desktop and network applications desirable.
• Experience in Telecommunications remains a plus.

Qualifications

• Bachelor’s degree or an equivalent combination of education and experience, preferably in an academic computing environment.