• Help Desk Technician

    Location BB-Bridgetown
    Job ID
    2018-104453
    Institution
    Ross University School of Medicine
    Department
    Information Technology
    Employment Type
    Regular Full-Time
    FLSA Status
    Non-Exempt
  • Opportunity at a Glance

    Ross University School of Medicine is slated to permanently relocate our Medical Sciences campus to Bridgetown, Barbados in January 2019.  We are currently seeking a Help Desk Technician to add to our new team in Bridgetown!

     

    Ross University School of Medicine is a member of Adtalem Global Education (NYSE: ATGE), a global education provider headquartered in the United States. The organization's purpose is to empower students to achieve their goals, find success and make inspiring contributions to our global community. Founded in 1978, Ross is committed to educating a diverse group of skilled physicians to serve as leaders in the U.S. healthcare system. With more than 16,000 alumni, Ross is an important contributor to healthcare in North America. Students complete their foundational studies in Barbados, West Indies, before completing their clinical training in one of Ross’s affiliated teaching hospitals throughout the United States.

     

    The Help Desk Technician will be responsible for providing Help Desk support for faculty, staff and students on network and desktop hardware, software and other agreed to end-user specific products, and will be the first point of contact that students, faculty and staff encounter. Will serve as an interface between the college end-user community and Department of Information Technology next-level support staff.

    Responsibilities

    • Support Microsoft O365 technologies to include Exchange, SharePoint, Cisco Jabber, SCCM, and Office products.
    • Develop and maintain EndPoint Infrastructure procedures for routine administration, including backup/restore, allocation, archival, shutdown, and startup processes.
    • Develop Windows and Apple Desktop images for automated deployment.
    • Engineer packaging for automated deployment of applications.
    • Provide recommendations for maintaining and improving the Medical & Healthcare environment, such as capacity thresholds, security gaps, patch levels, hardware, etc.
    • Analyze the results of workflow plans, monitor the virtual server operating systems, desktops, laptops and recommend changes to improve processing and utilization.
    • Perform capacity analysis/planning and monitor and troubleshoot issues related to storage and desktops.
    • Analyzes workstation workloads and utilization trends.
    • Makes appropriate recommendations on PC hardware and software standards.
    • Coordinates with network technical support team and organizes software-training programs.
    • Assist professors with technological problems.
    • Assist with IT Helpdesk when required.
    • Develops and monitors appropriate security procedures and policies to safeguard systems from harm due to viruses, unauthorized users, physical, or other damage to data.
    • Assist student’s with Laptop Configuration.
    • Maintain and modify backup and recovery procedures.
    • Plan and recommend modifications or additional equipment to increase the capacity of the M&H system.
    • Provide third-tier support to M&H customers for issues related to the M&H environment.
    • May interact with network services, application teams, or vendors to restore service to identify RCA and perform CA’s.
    • Responsible for the M&H systems life-cycle including testing, implementing, maintaining, and supporting M&H Systems.
    • Provide Desktop and Print Support for all client technology issues.
    • Update and maintain Desktop and print documentation.
    • Any other duties as assigned.

    Qualifications

     

    • Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related field, or equivalent work experience.

    • Minimum of 4 years experience in a corporate desktop or virtual desktop support environment.

    • Knowledge and experience with ITIL and ITSM standards.

    • Knowledge and experience supporting Microsoft SCCM, VMware Virtual Desktop (VDI) environment, and Microsoft O365 enviornment.

    • Knowledge and experience with scripting (Power Shell).

    • Knowledge and experience administering Active Directory preferred.

    • Knowledge and experience with VMware App Volumes preferred.

    • Knowledge and experience administering and supporting Mobile Device Management technologies preferred.

    • Must demonstrate a thorough understanding of Windows Desktop operating systems.

    • Ability to troubleshoot and resolve hardware, peripheral, software, network, printing and other client-side related problems in a timely manner.

    • Exceptional customer service and communication skills.

    • Ability to communicate technical issues in terms understood by both technical and non-technical end users.

    • Ability to interface with all functions and at all levels within the organization and with external customers.

    • Must be able to work effectively under pressure, either independently or as a member of a team, with minimal supervision.



    We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

    Who We Are

    Ross University School of Medicine is a member of Adtalem Global Education (NYSE: ATGE), a global education provider headquartered in the United States. The organization's purpose is to empower students to achieve their goals, find success and make inspiring contributions to our global community. Founded in 1978, Ross is committed to educating a diverse group of skilled physicians to serve as leaders in the U.S. healthcare system. With more than 12,000 alumni, Ross is an important contributor to healthcare in North America. Students complete their foundational studies in Bridgetown, Barbados before completing their clinical training in one of Ross’s affiliated teaching hospitals throughout the United States.

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