• Senior Help Desk Technician

    Location BB-Bridgetown
    Job ID
    2018-104489
    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 Senior 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 Senior 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. Will serve as an interface between the college end-user community and the Department of Information Technology next-level support staff.

    Responsibilities

    • Work under immediate supervision, primary focus is on resolving technical computer, network, software, telephony and print related issues; escalating problems as necessary.
    • Log and diagnose (or refer for additional action) all phoned-in Help Desk problems, issues and trouble calls.
    • Use and help maintain the Help Desk software and database system.
    • Provide first-call resolution for desktop hardware, software, LAN, WAN, e-mail, web, Internet, Intranet, printing, and administrative computing related problems.
    • Apply training and logic to assist customers in remote troubleshooting and problem resolution.
    • Exercise judgment in prioritizing problems and escalating them to the next level of support when necessary.
    • Utilize appropriate application to gather information, log problems, and analyze results, track problems and record resolutions.
    • Manage and update RUSM knowledge base resources.
    • Perform standard reporting as required, and apply past history and solutions database in problem solving.
    • Ensure problems are correctly routed through to the appropriate responsible Department of Information Technology individuals.
    • Develop an understanding of the University’s educational and administrative technologies and end-user expectations.
    • Aid in providing process, procedure and troubleshooting documentation to end-user community.
    • Assist in new student orientations and training.
    • Perform other duties commensurate with the position which may be assignments from time to time.

    Qualifications

    • Bachelor’s degree or equivalent experience with high school diploma.
    • Excellent customer service and organizational skills to support executives, department heads, supervisors, administrative personnel, engineers and staff.
    • Moderate understanding of desktop software/hardware including printer hardware, and the subsequent implementation, support, and repair of all.
    • Moderate understanding of desktop Operating Systems from Microsoft.
    • Moderate understand of Operating systems and hardware from Apple.
    • Moderate understanding of desktop imaging technologies such as MDT, SCCM, etc.
    • Moderate understanding of networking protocols, topology, and troubleshooting.
    • Moderate understanding of technology such as Active Directory, Group Policy, DNS, TCP/IP, LDAP, and ActiveSync.
    • Moderate understanding of modern mobile technologies and their implementation in a corporate environment.
    • Experience in video conference technology and support.
    • Experience with data, voice and/or VoIP technologiesCoordinate equipment pickups for recycling.
    • VMware family products (vSphere, ESXi, vCloud Director, Fusion, Work Station).
    • Experience with PKI infrastructure and certificate management.
    • PowerShell scripting.
    • Strong Documentation skills.
    • A+ Certification. Network+ Certification, Microsoft certifications such as MCITP, MCSA, or MCSE.


    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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