Position Purpose: The Technical Support Lead supports learning by providing technical hardware and software support for the Universities computers, printers, classroom technology and related devices. This position will demonstrate customer service skills when responding to students, faculty and staff technical problems received via a ticketing system, phone, and email and in person.
Represents Aurora University in the most positive manner with prospective, former and current students, clients, suppliers and the community we serve. Interacts effectively with a diverse group of faculty, staff, students and other customers of our service, learns and uses operating practices of the department and Aurora University.
Upholds the Mission Statement: Aurora University an inclusive community dedicated to the transformative power of learning.
Handle confidential information with tact and discretion.
Supports learning through performance of essential job functions and performing other duties and functions as necessary or as assigned.
Essential Job Functions:
Lead and work side by side with technical support team.
Performs troubleshooting of AU desktops, laptops and peripherals on Windows and Macintosh Operating Systems and applications, providing remote and desk side technical support.
Lead the creation and maintenance of technical support documentation.
Interacts with vendors to facilitate repairs of hardware, i.e. printers, laptops and desktops.
Manage the development and deployment of end-user device images.
Implements hardware and software patches in accordance with security policies and deployment procedures.
Works proactively with AU personnel to on-board new employees and prepare hardware and software for those employees, and assists in the training and orientation of new staff in use of hardware and software.
Be a role model to student workers, including the areas of accountability, performance, attendance practices, and maintaining a positive work environment.
Essential Job Requirements:
Bachelor's Degree or equivalent experience required.
Network+, A+ or MCP preferred.
At least 3 years of full-time work experience in information technology and/or related functions
Minimum three year experience in desktop support role.
Minimum one year experience with leading a technical support team.
Imaging of operating systems using software such as Clonezilla, Fog, WDS, and MDT.
Strong knowledge of Active Directory.
Strong knowledge of client / server and cloud-based technologies.
Experience working in an environment with a ticketing system.
General TCP/IP troubleshooting.
Experience with working in an environment with print management solutions.
Knowledge of change management processes.
Experience supporting projectors and smartboards in a classroom environment.
Experience with VDI concepts a plus
Strong understanding of Microsoft and Apple operating systems.
Sound judgment and prioritization skills.
Excellent written, oral, and presentation communication skills.
Quick learner with great prioritization skills.
Ability to work independently and be dependable.
Ability to accept divergent views while maintaining a constructive working relationship with other team members.
Ability to work day, evening or weekend shifts as appropriate based on staffing needs.
Absolute trustworthiness with high standards of personal integrity (demonstrated by an unblemished career history, complete lack of criminal convictions, etc.), and willingness to undergo vetting and/or personality assessments to verify this.
Ability to lift 50 pounds.
Travel to alternate sites as needs demand.
Aurora University is an Equal Opportunity Employer and is committed to becoming a model university of the 21st century. Toward this effort we are determined to have a faculty, staff, and student body reflecting the cultural demographics of the greater Chicago area.
Aurora University (AU) is an inclusive community dedicated to the transformative power of learning. It is committed to helping students discover what matters and build their life around it.
AU is a private, nonprofit, independent university accredited by the Higher Learning Commission. It offers more than 45 undergraduate majors — such as nursing, social work, business administration, criminal justice and psychology — and a wide variety of master’s and doctoral degrees that include social work and business administration. Degree programs are grounded in real-world experiences and are led by experienced, dedicated faculty members, nearly 140 of whom are full-time. The student/faculty ratio is 18:1.
Almost 6,000 undergraduate and graduate students take classes on two main campuses — Aurora University in Aurora, Illinois, and George Williams College in Williams Bay, Wisconsin — as well as the nearby Orchard Center in Aurora and the Woodstock Center in Woodstock, Illinois. Online classes are also available. The Aurora University campus is located 40 miles west of Chicago.
AU has 24 NCAA Division III teams competing in the Northern Athletics Collegiate Conference, Midwest Lacro...sse Conference, Midwest Women's Lacrosse Conference and Northern Collegiate Hockey Association. About 700 student-athletes compete in sports. AU has a rich history and tradition of success across the spectrum of sport offerings. From conference championships to NCAA Championship appearances to academic awards and community service, student-athletes and staff continue to bring excitement and a sense of pride to Aurora University and all of the Spartan fans across the country. At AU, we firmly believe that intercollegiate athletics should promote the character development of participants, enhance the integrity of higher education, and promote civility in society. Toward these ends, we strive to adhere to fundamental values such as respect, civility, honesty and responsibility. Student-athletes and staff are always expected to operate with the principles of sportsmanship and ethical conduct in mind.
Founded in 1893 in Mendota, Illinois, as Mendota Seminary, the institution soon changed its name to Mendota College. By 1911, it had outgrown its facilities and the following year changed its name to Aurora College and moved to Aurora, where its students could take advantage of a thriving business environment and easy access to Chicago. In 1985, Aurora College changed its name to Aurora University to better reflect the magnitude of its academic offerings. Seven years later, Aurora University and George Williams College traditions blended when the two institutions entered into an affiliation agreement that paved the way for a merger eight years later. In 2010, the Woodstock Center opened to meet the needs of students in McHenry County and surrounding communities.