Information Technology Support Specialist

Fairfax, VA
Salary starting in the low $60's; commensurate with education and experience
Jul 07, 2022
Oct 25, 2022
Full Time
Information Technology Support Specialist The George Mason University, University Life Technology Services, invites applicants for the position of Information Technology (IT) Support Specialist. This individual will be primarily responsible for providing enterprise-level support to staff and systems, including the role of primary administrator for the support ticketing system. The IT Support Specialist is also responsible for IT asset management, leading a team of student technical assistants, staff training, and serving in a liaison role with central IT for various services. On-site and remote support services include desktops, laptops, printers, servers, access control devices, mobile devices, and other peripherals. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason's academic and culturally inclusive environment. Responsibilities:Deploy Windows-based operating system images developed for desktops and laptops, and Android/iOS system images for mobile devices;Support staff, desktops, and shared mobile devices with connectivity to Mason provided services;Manage requests and incidents in Enterprise ticketing system, and provide excellent customer service in responding and updating tickets;Recruit, train, and supervise a team of student technical assistants. Develop standards and training for the team and manage student staff workload;Provide equipment management support in the timely acquisition, inventory, transfer, and disposal of IT equipment;Conduct professional staff and student staff training, including development of training documentation and procedure manuals;Assist with development of process, policies and procedures for the division of University Life.Required Qualifications:Bachelor's degree in Information Technology or related field, or equivalent education/work experience;Demonstrated professional experience in supporting customers and processes;Some (generally, two (2) + years) professional experience in an IT support and/or customer service role;Effective written and verbal communication skills including demonstrated success with customer service and satisfaction;Demonstrated problem-solving skills and attention to detail;Proven ability to manage time effectively;Ability to exercise independent judgment and initiative;Ability to work collaboratively in a team-oriented environment;Hands-on experience with Windows and other operating systems and system diagnostics;Demonstrated expertise and understanding of applications and software;Proficiency with managing IT trouble ticket solutions and resolving incidents in a multi-tier environment.Preferred Qualifications:Ability to identify and correct technical issues by using root cause analysis techniques and problem resolution, both onsite at physical location and remotely utilizing remote assistance tools;Ability to learn new technologies via computer-based training, reading documentation, or hands on training;Familiarity with systems design and development, project management and/or systems implementation;Demonstrated experience working in a team environment;Experience applying software packages to desktops, laptops, and mobile devices using SCCM or similar system configuration management software.

For full consideration, applicants must apply at; complete and submit the online application; and upload a cover letter, resume, and a list of three professional references with contact information.

"Great Careers Begin at Mason! George Mason University is an innovative, entrepreneurial institution with national distinction in both academics and research. Mason holds a top U.S. News and World Report "Up and Coming" spot for national universities and is recognized for its global appeal and excellence in higher education.Mason is currently the largest and most diverse university in Virginia with students and faculty from all 50 states and over 135 countries studying in over 200 degree programs at campuses in Arlington, Fairfax and Prince William, as well as at learning locations across the commonwealth. Rooted in Mason's diversity is a campus culture that is both rewarding and exciting, work that is meaningful, and opportunities to both collaborate and create.If you are interested in joining the Mason family take a look at our current opportunities and catch some Mason spirit at!George Mason University, Where Innovation is Tradition."

George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any characteristic protected by law.

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