Computer Consultant II

The Division of Strategic Initiatives and Innovation (SII) is seeking a customer service-oriented Computer Consultant II to provide advanced technical support and issue resolution across a wide range of systems, applications, devices, and environments. Reporting to the Director of Information Technology for SII, this senior member of the technical services team will lead day-to-day help desk operations, act as the second-level escalation point for issues requiring specialized expertise, and oversee the configuration, maintenance, and troubleshooting of servers, desktops, laptops, mobile devices, peripherals, operating systems, and software applications for staff across the division's geographically distributed units.

Beyond front-line support, this position performs Azure/Entra and system administration, mentors and develops technical staff, maintains documentation and standard operating procedures, and provides project management support for technology initiatives across SII. The Computer Consultant II also leads on-site and off-site technology support for conferences, seminars, training sessions, and special events, and serves as a liaison to cross-campus IT strategy groups. The consultant works independently across multiple campus and off-site locations and may be required to work some non-business hours to meet event needs and complete system updates.

Education and Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field required, or an equivalent combination of education and experience.
• Three to five years of relevant experience in IT support, system administration, and end-user/desktop support, including supporting desktops, laptops, and mobile devices in a large or enterprise environment.
• Experience with software deployment and participation in enterprise-level technology projects.
• Experience using a help desk ticketing system to track, prioritize, and resolve requests.
• Relevant professional certifications preferred.
• A valid driver's license is required, as the position provides occasional on-site desktop support at off-site division locations; event and technical support may also require some non-business hours.

Skills and Knowledge

• Proficiency supporting current versions of Windows, macOS, and mobile (iOS and Android) devices in a networked environment, including remote help desk support and troubleshooting.
• Standard platform management methodologies - systems imaging, remote administration, centralized directory services, and policy-based systems management.
• Active Directory and Microsoft Azure/Entra administration (group policy and identity/access management) and Microsoft 365/Office 365 support.
• PowerShell scripting required; Python and SQL a plus.
• Windows Server administration; virtual server management with vCenter and vSphere a plus.
• Supporting Microsoft Teams and Zoom for in-person, hybrid, and remote meetings and events.
• SharePoint administration, help desk ticketing systems, and a basic understanding of firewalls, network security appliances, and network protocols.
• Familiarity with AI tools such as Microsoft Copilot, Google Gemini, and Claude for enhancing workflow and end-user support.
• Excellent customer service and written/verbal communication, with strong documentation skills and the ability to explain technical topics to end users in plain language.
• Self-starter able to work independently, multitask across concurrent projects, meet deadlines, and handle confidential and sensitive information.

Responsibilities

• Lead the SII/NVRC technical staff team, acting as the second-level escalation point for help desk requests requiring specialized expertise.
• Oversee day-to-day help desk operations and ensure end users across the division receive accurate, timely support for servers, desktops, laptops, mobile devices, peripherals, operating systems, and applications.
• Ensure technical staff remain trained on new technologies, emerging security threats, and productivity improvements, and take an active role in mentoring staff so their roles remain valuable learning experiences.
• Work with the Director of IT to plan, prioritize, and manage technology projects, and drive the SII technology strategic plan as outlined by the Director.
• Serve as project lead or contributor on divisional initiatives platform implementations, software upgrades, and new product rollouts.
• Use project management tools to track tasks, milestones, and deadlines while coordinating with internal staff and external vendors to ensure proper execution and follow-through.
• Perform Azure/Entra and system administration duties for the division, including managing data security access, user accounts, and policy-based configurations, and applying access and policy implementation using PowerShell and Microsoft 365/Office 365 services.
• Manage and maintain the division's IT asset inventory, tracking hardware assignments, device lifecycle, and equipment records, and supporting the build, deployment, and replacement of devices in line with upgrade cycles.
• Effectively document and maintain department and project standard operating procedures.
• Create and update knowledge-base documentation on known solutions to disseminate knowledge across the division and reduce recurring requests, and prepare clear technical materials and training for staff with varying levels of experience.
• Lead on-site and off-site technology support for divisional conferences, seminars, training sessions, and special events, including in-person, hybrid, and remote formats.
• Coordinate event technology needs, configure and stage equipment, and participate in an after-hours/on-call rotation to provide hardware and software support outside standard business hours as event and operational needs require.
• Act as the primary Information Coordinator for Strategic Initiatives and serve as liaison to cross-campus IT strategy groups, including ITS, DSP, Online Platforms, the Active Directory Technical Team, and the Print Management Technical Team.

Physical Requirements

Not Applicable

Tools/Equipment

Not Applicable

Application Instructions

In addition to completing an online application, please attach a resume and cover letter.