Senior Technical Support Analyst - Temporary

Company Description:

California Institute of Integral Studies (CIIS) is an internationally-recognized leader in integral education. CIIS has an enrollment of more than 1,600 students pursuing degrees in a variety of academic programs in its schools of Consciousness and Transformation, Professional Psychology and Health, Undergraduate Studies, and American College of Traditional Chinese Medicine. In addition, CIIS hosts a vibrant art exhibition program through The Arts at CIIS, and offers a dynamic array of events through its Public Programs & Performances division, including workshops, concerts, and conferences. The University provides low-cost mental health and acupuncture services to the San Francisco Bay Area through its 10 award-winning counseling and acupuncture clinics. CIIS is accredited by the Western Senior College and University Commission (WSCUC) and Accreditation Commission for Acupuncture and Oriental Medicine (ACAOM).

Job Description:

POSITION SUMMARY

The current estimated time frame for this Full-Time, Temporary position is three months.

The Senior Technical Support Analyst provides operational and technical support to users in the installation of computers, printers, and peripheral equipment and resolving technical issues. With vendor assistance, this position is also responsible for the installation of digital and VoIP phones and the maintenance of the Institute's telecommunications system.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Execute all procedures related to the identification, prioritization, and resolution of end user trouble tickets, including monitoring, tracking, and coordination of Help Desk functions
• Enter technical support issues into a database and assign tickets to ITS staff based on area of skill set and workload
• Independently troubleshoot and resolve technical difficulties with hardware, software, and the network
• Perform workstation installations, configurations and deployment
• Create images for laptops and desktops
• Install View Clients
• Maintain hardware inventory, computer replacements and redeploys
• Create an Exchange 2010 email accounts and Active Directory User Accounts (We have moved to Office 365 and will be off of our Exchange Server soon)
• With vendor assistance maintain telephone switch and install and troubleshoot issues with Digital and VoIP phones
• Ensure that end users are receiving the appropriate assistance in a prompt and professional manner
• Provide instructions and training on answering "how to" questions
• Ability to complete multiple simultaneous projects in a timely manner
• Actively contribute to ongoing process improvement of the Helpdesk functions
• Prepare documentation
• Performs other duties or special projects as assigned

Requirements:

MINIMUM QUALIFICATIONS

• Bachelor's Degree in computer science or a related area from an accredited college or university or equivalent technical training and/or experience
• 2+ years customer support/help desk experience
• CompTIA A+ certification; if not, we will accept 2-3 years' experience
• 2+ years providing end-user technical support in a Windows networked environment, including managing basic user issues and active directory objects
• 2+ years providing end user technical support for MS Office applications with experience working with Office 2010
• 2+ years providing technical support for Windows 7
• 2 + years' experience working with Active Directory and Office 365
• 2 + years' experience providing support for Mac hardware connected to a Windows network strongly desired
• Experience in networking technologies (switching, routing, firewall)
• Experience working with wireless infrastructure hardware
• Experience in voice and data cable installation
• Ability to handle shifting priorities
• Experience working in a higher education environment is strongly desired
• Ability to explain technical details in ways that end-users can understand
• Must demonstrate desire to provide excellent customer service
• Must demonstrate ability to learn and continue learning new systems and willingness to take on additional responsibilities
• Must be a self-starter and demonstrate initiative
• Must demonstrate ability to work cooperatively in a team environment

Additional Information:

SALARY AND BENEFITS

Salary commensurate with skills and experience.

NOTE TO CANDIDATE

Working Conditions

• Duties are primarily performed in an office environment at a desk or computer terminal, typically, Monday through Friday.

Background Check

• Due to the sensitivity and requirements of our positions, you should expect to undergo and be cleared of an employment background/criminal check, if extended an offer for employment. You may also be asked to provide proof of educational degree(s), licenses or credentials pertinent to the position. If your job requires driving on behalf of CIIS you will be required to provide proof of a valid driver's license.

EQUAL EMPLOYMENT OPPORTUNITY POLICY

CIIS is committed to providing an open, fair, inclusive, non-discriminatory environment for all individuals across differences of race, religion, sexual orientation, gender identity, national origin, socio- economic status, ethnicity, age, physical ability, or medical condition. We seek to increase the presence, representation and inclusion of U.S. historically under-represented people of color, international, bilingual and bicultural students, faculty and staff; and, to provide an environment that will attract and retain individuals identified as lesbian, gay, bisexual, transgender, queer, questioning and intersex (LGBTQQI).

Application Instructions:

Screening begins immediately and will continue until the position is filled.

Using the Apply Now link at the top of the page, please submit a Resume and Cover Letter online.

Apply Here

PI95225221