The Higher Learning Commission (HLC) seeks a motivated, customer service-oriented individual with excellent communication skills to fill the position of User Support Specialist.
This position is responsible for the end-user/device management systems of HLC’s Windows, Mac and mobile technologies to create and maintain a secure, supportable, stable and productive user experience.
Manages the Help Desk system, including configuration, ticket routing and trend analysis
Provides excellent customer service to HLC staff members by tracking and responding to Help Desk service calls according to departmental requirements and keeping users informed of the status of their requests
Assists staff members with technical tasks, including troubleshooting and resolving end-user problems on a variety of applications and databases
Provides ongoing administration for production applications, including externally hosted systems such as email, FTP services, document management, etc.
Participates in the testing, versioning and deployment of applications
Works closely with outside vendors to assure that all contracted systems are functioning within agreed service parameters. Assures that adequate troubleshooting is provided.
Assists with adding new users to enterprise systems and modifying privileges
Manages iOS applications in the corporate environment
Maintains and develops written procedures for all internal systems
Works closely with other IT staff members to assure all systems are operating at maximum effectiveness
Participates in IT-related projects as requested, including design and architecture review of systems, rollout of new technology to staff, end-user training and future systems planning
Maintains technology skills needed for position and adapts to technology changes as required
Consistently provides innovative ideas to solve complex IT problems
3+ years’ experience in IT desktop administration/operations
2+ years’ experience in operating systems engineering (Windows, Mac, Android, iOS)
2+ years’ experience in Microsoft Office deployment, operations and support
Preferred Experience (any combination of the following):
2+ years’ experience in systems administration of enterprise-level Microsoft SharePoint
2+ years’ experience in Powershell scripting
2+ years’ experience in administering Microsoft SCCM, WDS and MDT
2+ years’ experience in systems administration of enterprise-level Microsoft Exchange, Microsoft Skype for Business (Teams) and Microsoft Voice (E5 Accounts)
2+ years’ experience in systems administration of enterprise-level MDM (Intune or Jamf)
Experience in systems administration of enterprise-level System Center Configuration Manager
Experience with network printer installation, setup, troubleshooting and administration (Canon Fiery)
Familiarity with physical security access systems (S2 or similar)
Experience with enterprise Mac management
Familiarity with Microsoft AIP
2+ years in project management
Familiarity with endpoint security solutions
Experience with Identity Management solutions
About Higher Learning Commission
HLC is the largest regional accrediting agency in the United States, serving approximately 1,000 affiliated colleges and universities in a 19-state region. HLC has approximately 65 employees. HLC offers a competitive salary and a rich benefits package, including an employer contribution of 10 percent of base salary to a retirement plan and 20 vacation days, in addition to the office closing the week of Dec. 24–Jan. 1.
The Higher Learning Commission is an equal opportunity employer.