Summary
Under the direction of the Senior Manager, Information Technology, the Senior IT Technician provides responsive, technical support to Administration associates, serving as the primary point of contact for first-level IT, support requests. Delivers white glove IT and Executive Support, ensuring a professional and personalized support experience for administrative and executive leadership. Provides installation, configuration, troubleshooting, operation, and maintenance support for computer workstations, printers, software, peripherals, and other related technology. Maintains accurate computer hardware and software inventory and assists with deployment, lifecycle management and replacement of IT equipment.

Essential Functions & Responsibilities
• Provide senior-level technical expertise, guidance, and support to executives and associates within Administration.
• Responds to first level technical help desk requests received from faculty and students for West Coast University.
• Oversees and monitors hardware and software deployments to ensure consistency and compliance with ITS standards, policies, and objectives.
• Maintains the security, confidentiality, and integrity of desktop systems and associated data.
• Conducts periodic technology audits of onsite offices to ensure compliance with established IT standards and requirements.
• Provides senior-level technical support, troubleshooting, and guidance for Microsoft Windows 11, including operating system configuration, application compatibility, performance, and endpoint-related issues.
• Provides senior-level technical support, troubleshooting, and guidance for Microsoft 365 applications and services.
• Provides senior-level technical support and troubleshooting for Apple macOS devices and related technologies.
• Thoroughly documents and tracks daily activities within the Help Desk ticketing system.
• Provide support on Active Directory and Terminal Services environment.
• Ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling faculty and students.
• Provide technical assistance to Network Administrator and other Information Technology staff members with any LAN/WAN related issues.
• Properly performs and maintains cable management.
• Maintains regular and timely attendance, reports to work as scheduled and assures time worked and/or time- off is recorded properly.
• Provides first level telephone support for VOIP/Video Conferencing system, documents and has clear understanding of all IP and DCHP address schemas.
• Assist the Enterprise IT Support Group in all other day to day related technical activities.
• Ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling our associates.
• The Sr IT Technician must possess exceptional problem-solving and interpersonal skills, and be organized and able to juggle multiple tasks at once.
• Conducts job responsibilities in accordance with the standards set out in the University's Code of Ethical Conduct, Compliance Agreement, Sexual Harassment Policy or any of its policies and procedures, applicable federal and states laws, and applicable professional standards.
• Maintains established department policies, procedures and attends in-services and other required meetings. Maintains confidentiality of all student, associate, and/or university information as required.
• Exercises care, proper use and maintenance of department equipment and supplies and identifies unsafe conditions and makes appropriate adjustments.
• Maintains order, cleanliness and safety at work.
• May perform other duties as assigned.

Minimum and Preferred Qualifications
• High school graduate or equivalent required.

• Bachelor degree in computer science, information systems, electronics engineering, voice/data communications or a related field preferred.

Experience & Skills
• Strong customer service skills.
• Strong communication skills, both written and verbal.
• Experience with MS Office.
• Three to five years of desktop support experience supporting Windows OS, and Apple OS environments with at least 100+ nodes
• Demonstrated experience providing white glove executive IT support
• Experience and knowledge of Active Directory, Windows server OS, Microsoft Application, IP Protocol & Subnets
• Possess strong and professional customer service skills.
• Ability to work effectively in a highly ethnicand culturally diverse student and associate community. Ability to demonstrate professional written and verbal communication and interpersonal skills.
• Experience with endpoint management platforms such as Microsoft Intune, SCCM/MECM, or similar tools for device configuration, software deployment, patching, and trouble shooting. Experience with IT service management/ticketing systems and working within established incident, request, change, and escalation processes.
• Experience troubleshooting network connectivity, Wi-Fi, VPN, DNS, and basic TCP/IP issues
• Excellent analytical and organizational skills.
• Ability to self-direct, self-pace, multi-task and function well under pressure of deadlines and conflicting priorities.
• Ability to work with individuals at all levels of the organization. Willingness to work a flexible schedule.
• Ability to exercise good judgment.

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Do you want a career that allows you to make a difference in other people’s lives? Discover what it means to truly believe in the work that you do at West Coast University.

At West Coast University, we have the privilege of educating students seeking careers in healthcare and guide them through their transformational journey from student to caregiver. Our associates are united behind that purpose and share a deep commitment to our values of teamwork, collegiality, transparency, and a student-centric approach to all we do. This focus creates an aligned, nimble, and consensus-driven culture that is solution-oriented and supports our associates’ professional growth.

West Coast University is proud to be an equal opportunity employer. We embrace diversity and are dedicated to creating an inclusive environment for all associates.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, flexible spending accounts, 401(k) match, paid time off, holidays, parental leave, tuition reimbursement, adoption assistance, health savings accounts, employee discounts, commuter benefits, and company paid life, AD&D and LTD insurance.