Technical Support Specialist

Aurora University (AU) is committed to the transformative power of learning by creating a student-centered environment and an equity of experience and opportunity, to ensure that students, faculty, and staff of all backgrounds feel welcome and included. Our culture of collaboration, generosity, and belonging make it a special place for students, faculty, and staff.

AU is grounded in the transformative opportunity it provides to a diverse student body. As a private university with a public mission and a commitment to making a difference in peoples' lives, AU has a long history of resilience and of providing access to an education that values innovation, focuses on continuous improvement, and has a positive impact on the communities we serve. We are proud of our service to and economic impact on the state of Illinois, where over 80% of our students stay to live and work, where 90% of our students come from, and where we foster strong community partnerships to develop the workforce in areas such as nursing, education, business, technology, and social work.

We are looking for passionate and purposeful individuals who represent the full diversity of Aurora and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, ability, identity, and ethnic backgrounds present in our community. When you join the team at AU, you can expect to be part of an inclusive, innovative, and equity-focused community that approaches higher education as a matter of social justice requiring broad collaboration among faculty, staff, students, and community partners.

At AU we believe that continuous learning is a fundamental part of working life, and our goal is for all colleagues on our campus to feel supported and equipped to realize their full potential. We actively support our community by providing all employees with opportunities to engage in professional development activities, as well as a range of tuition and employee benefits that can be found here.

The Technical Support Specialists provides technical hardware and software support for the University's 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.

Core Competencies:

• 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: At Aurora University, our singular goal is to empower students to achieve lasting personal and professional success. We do this by being an inclusive community dedicated to the transformative power of learning. As a teaching-centered institution, we encourage undergraduate and graduate students to discover what it takes to build meaningful and purposeful lives.
• Handles all information with tact and discretion and recognizes the confidential nature of university business.
• Supports learning through performance of essential job functions and performing other duties and functions as necessary or as assigned, including voluntary participation in university committees, activities and events.

• Performs troubleshooting of AU desktops, laptops and peripherals on Windows and Macintosh Operating Systems and applications, providing remote and desk side technical support.
• Create and maintain technical support documentation.
• Interacts with vendors to facilitate repairs of hardware, i.e. printers, laptops and desktops.
• Develops and deploys end-user device images by designing, testing, and documenting the image to be deployed.
• 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.
• Ability to work day, evening or weekend shifts as appropriate based on staffing needs.
• Perform other duties as assigned.

Education:

• Bachelor's Degree or equivalent experience required.
• Network+, A+ or MCP preferred.

Experience:

• At least 1 year of full-time work experience in information technology and/or related functions;
• Absolute trustworthiness with high standards of personal integrity and willingness to undergo vetting and/or personality assessments to verify this.

• Solid 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.

Physical Requirements:

• Ability to lift 50 pounds.
• Travel to alternate sites as needs demand.

The anticipated pay rate for this position is $50,000-$56,000 per year. This compensation is subject to change at the sole discretion of the university, based on institutional needs.

The pay range referenced in the job posting is the budgeted amount the university reasonably expects to pay for this position. The final pay rate will not be below the lowest pay rate listed herein.

Benefit-eligible positions offer excellent benefits including health, dental, life, vision, long term disability, a 403(b) retirement plan through TIAA, and tuition remission.

Aurora University is an Equal Opportunity Employer.

Aurora University offers competitive, flexible benefits to eligible employees.

• Health Insurance
  Choice of HMO or PPO offered through BlueCross BlueShield of Illinois.
• Dental and Vision Insurance
  Choice of two dental plans and vision insurance offered through Blue Cross Blue Shield.
• Life Insurance and AD&D
  1.5 times annual salary, dependent on age. Additional life insurance also may be purchased for self, spouse, and children.
• Long Term Disability
  60% of salary, taxable and nontaxable options.
• TIAA Retirement