Under the direction of the Director for Technology Training and Support Services, 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 TS 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 Divisional, Area and Departmental 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 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.
Lead and deliver cross training efforts on a variety of technologies and services to help improve the overall support capabilities and versatility of Training and Support 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.
Assume the additional responsibilities in key service areas needed by Training and Support Services:
Act as Software Licensing and Distribution Manager to ensure all licensed software is known, distributed, managed and reclaimed as appropriate; work with Procurement and software vendors to budget, order and manage new and existing software; conduct departmental software audits; forecast annual software licensing costs; keep abreast of new software products, versions and licensing changes.
Act as Training Liaison to Training Manager to aide in the creation and delivery of training classes and materials, and to ensure Training staff and Support staff are informed of changes and needs and are working closely and as a team; assist in the creation, updating and training of new TS/TR staff and Service desk and student support staff.
Promote a positive and professional work environment.
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.
Take an active role in departmental, area and other meetings.
Work closely with TS student workers and Training Liaison and Training Manager to promote their successful contributions to the department.
Act as project manager on projects assigned by Director.
Delegate and escalate tasks from the Tickets database to TR staff and TS 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.
Work cooperatively and share knowledge freely with appropriate TR staff to access additional support from technical specialists and deliver solutions to clients.
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.
Build strong working relationships with colleagues and clients, and fosters culture focused on serving customer needs.
Seek out client feedback and requests and manages expectations.
Actively translates client needs into viable technical solutions.
Work cooperatively with TR, Divisional and Area Distributed Support staff.
Adhere to TS and TR published guidelines.
Perform other duties as assigned to include event support, oftentimes during off hours.
May be required to work additional hours when under periods of high call volume or confronted with emergency, critical, or unusual situations that require additional time to troubleshoot and resolve.
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 Apple and any other required or suggested certifications.
Participate in required training for both technical and interpersonal skills.
Stay committed to actively enhancing skills in pursuing professional development.
Strong technical skills in the configuration, installation and troubleshooting of Mac OS 9.0 and above, Microsoft Office Suite, and experience troubleshooting peripherals (printers, scanners, etc.) and mobile devices (tablets, phones).
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 lead small teams when called upon.
Strong verbal and written communication skills.
Ability to learn existing and emerging computer technologies quickly.
Demonstrated capacity to develop & maintain effective working relationships with individuals & organizations reflecting a broad range of identities, perspectives & experiences.
3 – 5 years of experience in the direct delivery of IT support.
Up to date Apple Certified Support Professional certification
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
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.
Experience in project management.
ITIL v3 Foundations certification.
Network + certification.
HDI Certification(s) - Desktop Support Technician, Knowledge Centered Support Foundations/Principles.
Berklee College of Music 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.