Senior Technology Support Administrator

The Senior Technology Support Administrator provides customer-centric support to end-users. This position will require a highly technically skilled individual that is able to resolve problems escalated from Tier 1 support. This position will work closely with campus leaders and the Home Office IT leadership team to help develop and execute IT projects and initiatives that align with organizational business strategy.  Partners with Technology Support Administrators across the organization as a technical team lead providing mentoring and training.

Pay Range: TBD

What We Offer:

• Tuition Waiver: Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses
• Paid Time Off: Competitive paid time off programs for employees (Vacation, Sick, Flexible)
• Retirement Matching: 50% match on the first 6% of your contributions after 90 days
• Paid Parental Leave: 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby
• Competitive Insurance: Health, vision, and dental coverage for you and your dependents
• Pet Insurance: Competitive coverage for your furry family members through ASPCA
• Health Plan Enrollment: Eligibility starts first of the month following completing one full month of employment

Principle Accountabilities & Deliverables

Sr. Technology Support Administrator has these unique responsibilities and deliverables:

• Proven ability to demonstrate and proactively share technical knowledge and best practices with team members across the organization in a one-on-one and large group setting.
• As a technical expert, provides mentoring and training to team members and consistently demonstrates agility with more complex technical challenges.
• Assists Regional Directors with onboarding of new team members.
• Travels to other campuses for support, as needed.
• Serves as a technical lead on assigned projects.

Shared responsibilities with Technology Support Administrator

• Analyzes, implements, modifies, tests and maintains local site hardware, software, and machine operating systems.
• Understands and performs analysis, troubleshooting, and repair of LAN and WAN infrastructure, including on-site servers, WAPs, switches, routers, etc. Escalates and collaborates with Tier 3 support teams when necessary.
• Accurately tracks and routes escalated incident and request tickets providing thorough documentation of troubleshooting, history, and resolution, within established Service Level Agreements.
• Analyzes user requests and evaluates multiple potential solutions to determine the best course of action and/or technology solution, delivering successful outcomes.
• Accurately documents analysis, testing, and modification of computer systems and programs through creating and updating knowledge base articles and SharePoint team site information.
• Responsible for the training, and day-to-day activities of student worker(s).
• Develops best practices using applied technical knowledge and comprehension of business operations.
• Helps determine needs and develops IT budget in partnership with site management and Regional IT Director.
• As a technical expert, provides advice and guidance to campus management to ensure the successful execution of campus initiatives.
• Responsible for the execution of campus infrastructure maintenance and upgrades in conjunction with tier 3 while ensuring minimal impact to business operations.
• Responsible for timely response and resolution of campus outages after business hours to prevent critical impact to business operations.
• Plans and executes major projects in alignment with business operations and initiatives (e.g. new program deployment, operating system upgrades, technology refresh, software deployments).
• Responsible for the management of all site IT assets, including receiving and disposing of technology-related equipment.
• Provides general end-user training and documentation.
• Other duties as assigned.

Education / Experience

• High School diploma/GED required. Bachelor’s degree is a plus.
• Minimum five – seven years of IT support experience or equivalent experience required.
• Minimum one year of IT experience at UTI and demonstrated ability to manage more complex technical challenges and ability to lead others is required.
• Minimum five years of desk-side support preferred.
• A+ certification preferred.
• MCSE preferred.

Skills

• Excellent interpersonal and professional communication, both verbal and written.
• Proven ability to use good judgment, problem-solving, and decision-making skills.
• Strong, proven organizational skills including multi-tasking and time management.
• Proven ability to maintain confidentiality and professional decorum.
• Extensive knowledge of Microsoft Office and Microsoft Operating Systems.
• Intermediate knowledge of Active Directory and Citrix remote user support.
• Excellent linear troubleshooting skills.
• Intermediate knowledge of networking technology and concepts.
• Proven ability to gain, understand, and apply knowledge from technical manuals and SOP’s.
• Demonstrated ability to thrive in a fast-paced, constantly changing environment.
• Using independent judgment, ability to determine need for replacement of IT assets based on area of greatest need.
• Ability to make informed recommendations that may deviate from or are outside of established procedures, if needed, to resolve issues.
• Extensive understanding of campus technology and software.
• Demonstrated leadership and ability to lead, influence, develop/train, and motivate others.
• Demonstrates strong project management skills.

Abilities

• Must be able to lift, carry, push, or pull up to 25 pounds throughout the workday
• Must be able stoop, kneel, crouch, or crawl 25% or less of the workday
• Must be able to talk, see, hear, concentrate, think, learn and reason for all of the workday
• Must be able to sit and walk or otherwise move around for prolonged periods throughout the workday.
• Must be able to use a keyboard and do manual tasks for prolonged periods throughout the workday.
• Will require occasional overnight travel.

Work Environment

• Work is performed indoors in a climate-controlled environment.
• Flex business hours; overtime (including periodic off-hours and weekend hours)