Assistant Director, Technical Systems

This position is responsible for providing a wide range of hardware, software and technical support for nearly 200 divisional staff located in Syracuse and across the U.S. This position directly interfaces with users for computer technical support, planning and implementing maintenance and software updates, overseeing new hardware replacement cycles and purchases, new hardware builds and subsequent deployment, and University issued cell phone support. Additionally, this role will be responsible for Active Directory server and security maintenance, along with Tableau server (Data Insights) administration, hardware procurement and implementation, user security management and special project oversight and other responsibilities as assigned. Most work is related to Windows and/or Mac computer connectivity, software (Microsoft Office, Tableau, OnBase, Jira, Adobe products, etc.) use or access, hardware issues, iPhone support and remote work support.

Qualifications

• A Bachelor's degree or combination of education and experience.

• Three (3) plus years of relevant experience in information technology.

• Relevant professional certifications a plus.

• Extensive and Up-to-date technical knowledge of computer hardware and software applications for PCs, Macs, MSOffice, networks, servers, current database management systems and familiarity with Cloud environments and migration.

• 1-2 years working with the Jira ticketing system or an equivalent platform required.

• Development experience within the Jira cloud platform is a plus.

• Experience managing/implementing a CRM platform is required.

• A valid driver's license is required.

Job Specific Qualifications

• Experience with management of Active directory environment management and creation of PowerShell scripts.

• 1-2 Years managing Tableau server accounts, dashboard access and ownership.

• 1-2 Years experience implementing PCI secure systems including check scanning, credit card processing and scanning services.

• 1-2 Years experience supporting hybrid events in Teams, Zoom and/or other platforms.

• Experience leading small to mid-size training initiatives related to use of systems and best practices.

• Experience evaluating and implementing cloud resources from Microsoft and other platforms.

• Demonstrated experience with Microsoft Azure/ SharePoint/ comparable environments, especially as related to end user access, development and security.

Responsibilities

• Evaluate, triage, assign and respond to end user support requests in a timely manner to ensure all staff, student workers and senior leadership within AEA have resolutions to any technology challenges quickly to maximize uptime and productive work experience. Create staff training for repeat requests/issues and new software updates.

• Oversee and direct the timely assignment and completion of help requests utilizing Orange Tracker including full documentation of responses, and use/development of the platform's tools including forms, templates, and the user portal.

• Manage, oversee and direct timely completion of TSS annual/ quarterly hardware and software tasks/updates and provide suggested actions to the Director of Technical Services when appropriate.

• Create, and maintain hardware allocation/assignment to staff, inventories, and replacement cycle. Create and implement annual upgrade/replace system/cycle consistent with budget allocation. Oversee hardware purchases and subsequent builds and deployment of all IT equipment (including Windows desktops, laptops, and iPhones). Evaluate new and emerging hardware technologies and recommend acquisition, implementation as appropriate. Implement university hardware security protocols to ensure current and future functionality.

• Lead project management for divisional projects requiring new technology implementation, event support and coordination and divisional technology training goals. Collaborate with interdepartmental team leaders to ensure proper execution and implementation of the technology component of projects.

• Utilize existing /develop new PowerShell commands and or develop scripts to execute tasks related to applying security roles to users, deploying software packages to computers, executing new object/security group creation.

Access active directory and print servers to manage user accounts, review computer / user reports in SMART, manage local and remote printers and build / deploy new printer objects.

• Mentor and instruct junior TSS technical staff and/or student workers on procedures and processes including the use of Assist in the coordination and training of new AEA employees, as part of their technical onboarding and preparedness. This will include use of & documentation within our Jira ticketing system.

Physical Requirements

Not Applicable

Tools/Equipment

Not Applicable

Application Instructions

In addition to completing an online application, please attach a resume and cover letter.