Under the direction of the Director for Technology Support, the Support Consultant II serves as the escalation point for level 2 incidents and service requests needing advanced technical assistance. The Support Consultant II also assumes responsibility of key service areas in TTS and maintains a high degree of responsiveness to customers after the initial contact by informative follow-ups until a solution is achieved. The Support Consultant II works cooperatively with Academic Affairs Technology support representatives. The Support Consultant II must have a broad range of experience and expertise in application, operating system, hardware and network troubleshooting as well as a commitment to delivering exemplary customer service.
ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES:
Follow best practice IT service management incident and service request management practices to log and track progress on client support requests. Effectively document, triage, resolve, assign and follow-up on support tickets.
Provide ownership of tickets assigned and maintain ownership until resolution, including escalation and provide associated internal and client communication according to documented policy.
Perform advanced computer software, hardware and other IT service troubleshooting, both in the field and using remote support technology
Provide Level 2 hardware and software support for problems when phone support proves to be inadequate.
Act as escalation point for Support Consultant I, Support Analyst and Service Desk student and temporary staff for all support calls.
Regularly contribute to knowledge base and work with Knowledge Manager to ensure accurate content.
Regularly work with Support Analysts on Service Desk taking calls and contributing to knowledge sharing, training and increasing first call resolution rate.
Lead and deliver cross training efforts on a variety of technologies and services to help improve the overall support capabilities and versatility of TTS resources.
Work closely with the Hardware Services Manager, coordinating hardware diagnosis, repair and inventory.
Make recommendations for appropriate hardware and software for use at the college.
Ensure incidents requiring escalation both internally to TR and externally are done in a timely way following prescribed policy.
Ensure timely delivery and set-up of desktop computer systems and peripherals.
Work independently as well as collaboratively with colleagues and vendors to resolve all support requests in a timely and efficient manner.
Perform a lead role or act as individual contributor on special projects as assigned.
Provide expert level consultation and analysis in a wide range of information technology as needed; Act as subject matter expert to assist departments in technology purchases, decisions, and changes.
Provide guidance, training and direction to Support Consultant I. and Support Analysts.
Promote IT training offerings to college staff. Actively advise and communicate changes to the Berklee computing environment and its impact on clients.
Work closely with TTS student workers and TTS Training to promote their successful contributions to the department.
Act as project manager on projects assigned.
Delegate and escalate tasks from the Tickets database to TR staff and TTS student workers when appropriate.
Provide ownership of tickets assigned and follow through until resolution, including communication both internally and to the client.
Assist in Service Desk phone coverage when needed or as assigned.
Meet regularly with department contacts to gain in-depth understanding of their business and computing needs.
Act as escalation point for Support Analyst and Support Consultant I and other colleagues to resolve critical, emergency or difficult technical issues.
Provide coaching and mentoring, and operate as an informative resource to others as needed.
Promote a positive and professional work environment.
Work cooperatively and share knowledge freely with all colleagues.
Build strong working relationships with colleagues and clients, and foster culture focused on serving customer needs.
Seek out client feedback.
Actively translate client needs into viable technical solutions.
Work cooperatively within TR and with Academic Affairs Technology support staff.
Adhere to all published guidelines.
Perform other duties as assigned.
Stay informed of technology advancements, specifically those that are used or could be used at Berklee and share this knowledge with others.
Stay up-to-date with technology pertaining to this position and maintain any required certifications.
Participate in required training for both technical and interpersonal skills.
Stay committed to actively enhancing skills in pursuing professional development.
MINIMUM JOB QUALIFICATIONS:
3 - 5 years of experience in the direct delivery of IT support.
Strong technical skills in the configuration, installation and troubleshooting of Mac OS 8.0 and above, Microsoft Office Suite, and experience troubleshooting peripherals (printers, scanners, etc.) and mobile devices (tablets, phones).
Demonstrated specialized knowledge of Macintosh and Windows operating systems as well as Apple and PC hardware. An advanced knowledge of administrative software associated with these systems.
Up to date Apple Certified Support Professional certification
Experiences using remote desktop management tools such as Casper.
Working knowledge of local area networks and network administration and specialized knowledge of Active Directory, TCP/IP and wireless networking protocols.
SKILLS AND ABILITIES REQUIRED:
Strong technical and analytical skills.
Strong interpersonal skills in dealing with a wide range of clients with varying levels of computer familiarity.
Ability to translate technical instructions into easily understood steps to diverse client base.
Ability to interact, communicate and work well with others;
Commitment to exemplary customer service; strong customer service skills including rapid response time, appropriate and timely escalation and incident resolution, and appropriate follow-up skills.
Strong organizational and time management skills, including the ability to multi-task, prioritize, and independently manage a changing workload and schedule.
Ability to work with a sense of urgency.
Ability to lead small teams when called upon.
Ability to effectively manage projects.
Strong verbal and written communication skills.
Ability to learn existing and emerging computer technologies quickly.
KNOWLEDGE, SKILLS AND ABILITIES PREFERRED:
ITIL v3 Foundations certification.
Network + certification.
HDI Certification(s) - Desktop Support Technician, Knowledge Centered Support Foundations/Principles.
Strong understanding of the following software packages: Logic Studio, ProTools, Digital Performer, Komplete, Waves, Reason, VSL, GarageBand, Sibelius, Finale, Notion, Conducting, iMovie, iTunes, etc.
A broad understanding of digital audio hardware (Avid, PreSonus, MOTU devices, etc.)
A broad understanding of software synthesizers and plugins, strong understanding of MIDI technologies and hardware.
Applicants who are both interested and qualified should submit the following materials: * Cover letter that addresses the applicant's capabilities and experiences. * A resume or CV.
Currently enrolled Berklee students may not apply for staff or faculty positions.
The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.
Incomplete applications will not be considered. The position will remain open for applications until filled.
Berklee is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.
Employee Type: Staff
Internal Number: R0000914
About Berklee College of Music
The mission of Berklee College of Music is to educate, train, and develop students to excel in music as a career. Developing the musicianship of all our students is the foundation of our curriculum. We believe that the lessons and qualities derived from that work?the self-discipline needed for excellence, the empathy required of music making and the openness and inquisitiveness essential to creativity?are critical to achievement in any pursuit, musical or otherwise; and that music is a powerful catalyst for personal growth, which is central to any collegiate experience. Founded on jazz and popular music rooted in the African cultural diaspora, our comprehensive curriculum is distinctly contemporary in its content and approach, and embraces the principal musical movements of our time. Through a course of scholarly and practical learning experiences integrating performance and writing, our curriculum covers the variety of influential styles, relevant technologies, and career opportunities open to today's music professional.