Technology Support Specialist II

Who You Are

You are passionate about helping students achieve their educational goals. You thrive in a competitive and collaborative team environment. You are comfortable working remotely and have experience collaborating with others in a virtual environment. You possess a strong attention to detail.    

As the Technology Support Specialist Level II, you support ACE students, faculty and staff by providing the day-to-day technology support and helpdesk services to the enterprise. This includes the management of all end-user devices, hardware, software, administrative platforms, conference room equipment, IT supplies, etc. Please note: You provide onsite support at either location when requested. You work collaboratively to support the needs of all departments to ensure the strategic development and ongoing upkeep of all enterprise platforms. You are responsible for overall ticket management, documentation, and end user computing project management. In addition, you will have assigned projects according to your skill level and understanding of the ACE environment.

Compensation

ACE is committed to paying a competitive wage while staying true to our mission of maintaining high quality

affordable programs for our students. The starting hourly rate is $25.00 plus all full time employees are eligible

for an annual bonus.

What We Look for in the Ideal Candidate

• Demonstrates self-reliance by meeting/exceeding workflow needs. 
• Demonstrates positive attitude and motivation, concern for students, teamwork, and excellent time management skills. 
• Follows established processes as outlined by organization and leadership. 
• Completes assigned duties based on daily business needs and individual skill set. 
• Consistently produces a high volume of quality work. 
• Capable, and adapts as needed, to work under pressure and meet tight deadlines. 
• Proven ability to work independently with limited supervision and with other department personnel. 
• Must support and embrace the College’s Impact mission to improve the people and communities we serve through our civic engagement initiatives.  
• Must have exceptional communication, organization, and time management skills. 
• Must be "self-motivated" as well as creative and efficient in proposing solutions to complex, time-critical problems. 
• Must be collaborative in driving decisions and a team-player. 
• Strong analytical and problem-solving skills with a high attention to detail. 
• Builds and maintains student satisfaction. 
• Recognizes and anticipates student needs. 

Day to Day Responsibilities

In this role you will wear different hats, but your skills will be especially essential in the following areas: 

• Serves as helpdesk and support technician for the college primarily.
• Oversees ticket churn and maintains low ticket response times meeting or exceeding SLAs.
• Responsible for overseeing end user computing updates, upgrades and projects.
• Fields incoming help requests from end users via both telephone and tickets.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules customer communication. Escalates tickets and/or issues (when required) to the TSS III or the Sr. Technology Support.
• Ensures tickets track the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Creates and updates Knowledge Base articles for the college to utilize.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications and testing resolutions.
• Sets up new hires, adjuncts and conducts technology onboarding support.
• Sets up, maintains and supports end user devices via Microsoft Intune.
• Performs post-resolution follow-ups to help requests.
• Keeps all asset lists up to date with any adds, moves, or changes.
• Manages adds, moves, and changes to system access per Human Resources requisitions.
• Updates distribution lists within email system per Human Resources requisitions.
• Completes education levels associated with systems and software utilized by ACE.
• Maintains accurate knowledge of all security platforms utilized by ACE.
• Maintains accurate knowledge of all MFA platforms utilized by ACE.
• Understands, maintains accurate knowledge, troubleshoots and maintains the ACE SharePoint sites and libraries in conjunction with associated security groups.
• Completes daily tasks associated with system checks for up/down status.
• Completes and escalates as necessary any and all infrastructure alarm notifications.
• Trains Technical Support Specialist I and entry level personnel on day-to-day responsibilities and tasks associated with maintaining a secure and operational environment for all ACE staff and students.
• Completes assigned education to maintain knowledge and skills beneficial to ACE and all its IT related systems and functionality.
• Reviews TSS level I tickets for constructive feedback and training.
• Ensures all assigned projects are completed within the assigned timeline.
• Assists with the annual refresh of employee assigned computers.
• Onsite attendance required whenever requested to support college trainings, board reviews, equipment processing, etc.
• Tests all associated and requested equipment utilized during onsite visits such as, but not limited to board meetings, team meetings, HLC, CAEP, etc.
• Maintains all Indy office IT equipment by testing, updating and recommending replacements when necessary.

Qualifications and Education Requirements

• Microsoft and Apple relevant IT completed training and/or certification preferred.
• Minimum 2 years’ experience utilizing and in-depth knowledge of Active Directory, Azure Active Directory, Microsoft 365 administration, new hire set-up and IT onboarding, conference room IT equipment, understanding of basic Microsoft security principles and MFA administration.
• Minimum 2 years’ experience utilizing and implementing Microsoft and Apple devices and software with supporting in-depth knowledge of their operating systems.
• Minimum 2 years’ experience with supporting end user devices and device management.
• Minimum 2 years’ experience in managing end-user devices access support.
• Minimum 2 years’ experience with managing system security, policies and procedures.
• Basic knowledge and understanding of Microsoft 365 security administration and functions.
• Knowledge of computer hardware.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.

Our Commitment to Employees 

Just as we strive to empower our students for success, we also aim to enrich the lives of our employees. For 6 consecutive years, ACE was recognized as one of Indiana’s Best Places to Work, winning the #1 spot for medium-sized companies in 2020. In addition, ACE has earned national recognition, being named a USA Top Workplace in 2022, 2023 and 2024. As a virtual first organization, we celebrate diversity and are committed to creating a family-like inclusive work environment. For our full-time employees, we offer the following benefits:   

• Medical, dental, & vision Insurance  
• HSA and FSA options  
• Paid parental leave  
• Paid volunteer time  
• Tuition reimbursement & reduction programs  
• Generous PTO   
• 401k and employer match  
• Full-service wellness and EAP program  
• Employee recognition and awards programs  
• Employer paid life & AD&D insurance  
• Short-term disability  
• Employer paid long-term disability  
• And more… 

Physical Demands 

The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to communicate with and receive communications from students and ACE employees in real time using online and other electronic media. </