Vanderbilt University Senior Technical Support Specialist in Nashville, Tennessee

Senior Technical Support Specialist (Job Number: 1900134)


Position Summary:

As a Senior Technical Support Specialist, you will join a dynamic team of technology professionals providing tier 1 & tier 2 endpoint support to classroom, lab, operational, and research areas across the university. This role serves as an information technology liaison, directly supporting faculty, staff and students, in service of all academic and strategic objectives for Vanderbilt University.

The Ideal candidate will be a self-starter, excellent communicator and a natural problem solver who can work both independently and in groups.

End User Services, the group responsible for providing endpoint management and support for Vanderbilt University Information Technology (VUIT), numbers just over 50 fulltime staff and can be broken down into 3 main areas.

1) The Tech Hub, our student helpdesk, supports Vanderbilt students from 2 fixed and 1 mobile location and is staffed with 2 fulltime and approximately 30 student workers. 2) The desktop support teams. This, the largest team within End User Services, leverages approximately 40 fulltime staff members to provide world-class IT support to Vanderbilt’s academic and administrative areas. Collectively they support nearly 10,000 endpoint devices and serve approximately 7,000 customers. 3) The Desktop Engineering team provides endpoint management services to approximately 5,400 devices. This 6-person team leverages System Center Configuration Manager (SCCM) and the AirWatch mobile device management (MDM) solution to efficiently deliver a robust, secure and consistent user experience to our managed fleet. Desktop Engineering also provides consulting services, desktop and application virtualization and tier 3 technical support.

This position will work with a team that provides end-user support to the College of Arts and Science. This team primarily focuses on the technical needs of the faculty, staff and researchers in this area and collectively resolves approximately 3,800 tickets, annually.

Key Functions andExpected Performance:

This role will act as a technical liaison for faculty, staff and students, while:

  • Providing onsite and remote technicalsupport for endpoint computing, including:

  • Primarily Delland Apple desktops and laptops

  • Windows, MacOS,Linux/Unix Operating Systems and software

  • Android, Apple,Windows mobile devices

  • Networked andlocal printers/scanners

  • Businesstelephony

  • Desktop computingperipherals

  • Specialtyhardware and software

  • Using proactive strategies and solutions toreduce or prevent problems by:

  • Evaluating end-user tickets to determineappropriate support level

  • Resolve, dispatch or escalate as necessarywith minimal guidance

  • Develop, plan, and implement solutions toend-user technological needs

  • Engaging with end-usersthrough:

  • Continuous communication during thelifecycle of open tickets

  • Advising on best practices related tosystems, data, and network security and integrity

  • Offering solutions to improve or createproductive workflows and increased efficiency

  • Performing administrative duties,which include:

  • Documentation andmaintenance of end-user issues in central ticketing systems, KnowledgeBases, and device inventories

  • Facilitating procurement and disposal oftechnology

  • Taking personal ownership ofall received support requests and seeing them to completion:

  • Answer and troubleshoot incoming incidentsand requests

  • Provide world class IT support via acombination of excellent customer service, fast response times, reliabletechnical solutions, and personal ownership of all end-user technicalissues

  • Advocate timely response and resolution forcustomer needs throughout request process

Profile ofan Ideal Candidate

  • Required:Bachelor’s degree OR minimum 3 years relevant experience

  • Experienceadministering users, computers, and groups in a Microsoft Active Directorydomain environment

  • Experiencewith system image and application management through MDM solutions, suchas: SCCM, Intune, AirWatch, etc.

  • Ability toclearly articulate technical concepts to end-users with various levels oftechnical proficiency

About Vanderbilt Benefits

Vanderbilt University offers a competitive, flexible benefits package including health, dental, vision, life, accidental death & dismemberment, disability insurance, paid time off, and a 403(b) retirement plan with employer match. Vanderbilt offers tuition assistance to employees, spouses, and dependent children.

AboutVanderbilt University

Vanderbilt University, located in Nashville, Tennessee, is a top-15 private research university offering a full range of undergraduate, graduate and professional degrees. Vanderbilt is situated on a 330-acre campus near the thriving city center, serving more than 12,000 students and employing almost 7,000 faculty and staff. The university’s students, staff, and faculty frequently cite Nashville and the surrounding area as one of the many perks of being a part of the Vanderbilt community. Vanderbilt University is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. It is a place where your diversity is sought and celebrated. Vanderbilt was recently named as one of “America’s Best Large Employers” and the top employer in Tennessee and the Nashville metropolitan area in 2018 (Forbes).

Commitmentto Equity, Diversity and Inclusion

Vanderbilt University is committed to achieving the goal of a diverse and inclusive academic community of faculty, staff, and students. We seek individuals who are committed to this goal and our campus values.

Vanderbilt University is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities and protected veterans are encouraged to apply

Primary Location: United States-Tennessee-Nashville

Organization: 46511 - Distributed Technology Services

Job: Technology Tech / Paraprofessional

Vanderbilt University is committed to principles of equal opportunity and affirmative action

© Vanderbilt University · Nashville, Tennessee 37240