Senior Technician, End Point

Ross University School of Veterinary Medicine (RUSVM) offers a unique program of training on the island of St. Kitts in the Caribbean. A cutting-edge curriculum, with innovative use of technologies and simulations, provides the best possible training for tomorrow’s veterinarians. Students benefit from seven semesters of integrated preclinical and clinical studies at our St Kitts campus, and one year of clinical training at our affiliate veterinary teaching hospitals in the United States, Canada, Europe and Australia.

Our ongoing research focuses on key issues strategically relevant to One Health in tropical and developing countries and includes zoonotic diseases, food safety and security, environmental health, and conservation medicine. We prioritize recruitment of talented faculty and are now seeking a key new member of our team to join us as we develop new programs to best prepare our graduates to face the global opportunities and challenges of veterinary medicine in the 21st century.

The Senior Endpoint Technician provides up to Tier 3 onsite and remote end-user support.

• Assess issues and provide solutions for problems that cannot be handled by Tier 1&2 support, escalates high impact endpoint or software related issues.
• Timely installation and repair of endpoint hardware, operating systems, firmware, software and peripherals.
• Performs root cause analysis and implements continuous improvement processes.
• Manages assigned ServiceNow incidents, tasks and requests. Maintain inventory accuracy of endpoint hardware.
• Analyze trends, usage, and KPI via endpoint management systems.  Assist in endpoint lifecycle planning and management.
• Tests new software and hardware for compatibility.
• Maintains a strong service excellence culture.
• Provide training on endpoint, software and peripheral usage. Participates as a technical resource needed in both large and small projects.  
• Develops and updates SOP's, assist in the development of technology policies and procedures.
• Works closely across IT teams to ensure effective communication and project escalation.
• Assists with vendor relationship management.
• Based on departmental assignment, provides technical assistance with classroom audio-visual and computer hardware equipment, video conference systems, classroom computers, instructional software applications, AV digital media creation lab, and computer-based classrooms and thoroughly document all support issues and resolution.  Should be conversant with cameras and lighting techniques and know how to use software and editing equipment. Ability to arrange, move, assemble, maintain, and fix cutting edge technological equipment. Proficiency in use and maintenance of room scheduling system.
• Completes other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty and responsibilities satisfactorily and in accordance with the institution values. The duties and responsibilities may be, however, subject to change at any time due to reasonable accommodation or other reasons.

Education, Experience, Knowledge and Skills

Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• BS/BA degree in Computer Science, Networking and MCP/A+ or related certification beyond BS/BA.
• Minimum 5 years enterprise experience with Microsoft Windows Clients (Win10), MacOS in a Windows Server 2016, Active Directory environment.
• Deep Knowledge of ITIL Framework. Deep Knowledge of Windows and MacOS networking including DHCP, DNS, WINS, TCP/IP. Deep knowledge of hardware component repair (desktop, notebook, printer, audio visual equipment, other).
• Deep Knowledge of the major client software packages (Latest MS Office Productivity Suite, MS Teams, Anti-Virus, VPN, FTP, Adobe, Cisco Jabber, ServiceNow etc.).
• Experience using SCCM or MS Intune (MDT/OSD) for imaging PCs. Experience of supporting offsite end users via remote support tool. (LogMeIn Rescue and Configuration Manager).
• Experience troubleshooting Macintosh OSX. Experience with PowerShell and Scripting.
• Experience supporting mobile devices (iPad, Android, Apple iOS). Knowledge of Microsoft Exchange mailbox management.
• Strong customer service and excellent communication skills along with the ability to work well with others in a team environment.
• Strong analytical skills with demonstrated problem solving ability. Self-starter with the ability to independently resolve problems.
• Ability to perform effectively in a fast-paced environment with short timelines.
• Ability to maintain high quality of work while supporting multiple critical projects.
• Five years of related experience in audio/video communications, presentation technologies, and system troubleshooting.

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.