IT Senior Technical Support Engineer

Description:

The Senior Technical Support Engineer provides hands-on technical support to Juilliards client support functions with primary responsibility for the Service Desk. This role also collaborates closely with the IT Engineering Group Enterprise Applications Cadence and Classroom Support teams while performing systems administration tasks as needed.

In addition to implementing and troubleshooting client-facing hardware and software solutions the Senior Technical Support Engineer takes the initiative to lead guide and mentor peers. This position plays a key role in ensuring quality control adherence to best practices and continuous improvementacross all IT support functions.

The role supports the Service Desk Senior Manager in delivering timely high-quality technical support managing end-user computing environments addressing information security issues and overseeing day-to-day IT operations.

The salary range for this role is $70000-$80000 annually commensurate with experience and qualifications.

Working at Juilliard

Founded in 1905 The Juilliard School is a world leader in performing arts education. The schools mission is to provide the highest caliber of artistic education for gifted musicians dancers and actors from around the world so that they may achieve their fullest potential as artists leaders and global citizens.

Excellence and professionalism are important guides in how we go about our work but we also connect to the mission as individuals in the workplace. We thrive because of our variety of backgrounds and our ability to be open and honest and we also thrive because we enjoy each others company. We believe that each employee has the responsibility to help shape the Juilliard organizational culture and we provide opportunities to participate in team-building throughout the year. Our organizational values focus on community and culture.

We encourage you to read more about how we achieve our mission on our website .

Role Responsibilities:

• Provide end-to-end customer service through the Service Desk resolving a wide range of IT support issues from ticket intake to resolution.
• Deliver and install hardware and configure software for new hires students and staff as part of the Schools onboarding and refresh cycles.
• Maintain and support student laboratory equipment ensuring reliable performance for academic use.
• Implement device patching software upgrades and configuration management for Windows and macOS environments using enterprise tools (KACE JAMF).
• Manage IT asset lifecycle including procurement tagging deployment inventory tracking and decommissioning.
• Oversee and maintain the IT computer loaner pool ensuring availability to support academic and administrative operations.
• Administer user accounts and provide consistent high-quality support to staff faculty students and alumni.
• Support and maintain enterprise technologies including Active Directory Group Policy Okta Azure Office 365 VPN and Parallels environments.
• Participate in IT research technology assessments and pilot projects under the direction of the CTO and Service Desk Manager.
• Provide leadership within the Service Desk team to ensure service excellence process consistency and adherence to standards.
• Respond rapidly to IT service disruptions and coordinate resolution efforts.
• Contribute to technical documentation knowledgebase articles and training resources for both end users and IT staff.

Minimum Requirements:

• Bachelors degree in Information Technology Computer Science or related field.
• Relevant industry certifications (e.g. CompTIA Microsoft Apple ITIL) strongly preferred.
• Minimum of 5 years of progressively responsible IT support experience.
• Demonstrated experience managing complex Windows domain environments.
• Proficiency with Windows macOS mobile platforms and peripheral devices (printers scanners).
• Strong knowledge of Office 365 security practices and enterprise IT systems.
• Excellent interpersonal communication and customer service skills with the ability to translate technical concepts for non-technical users.
• Proven ability to lead by example mentor peers and drive continuous service improvement.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

*Submission of a cover letter is highly encouraged but not required.

Nondiscrimination Policy:

The Juilliard School is committed to a policy of equal treatment and opportunity in every aspect of its relations with its faculty staff students and other members of the Juilliard community and does not discriminate on the basis of actual or perceived race color religion creed age sex national origin alienage ancestry citizenship sexual orientation or preference gender identity physical or mental disability medical condition predisposing genetic characteristics marital status partnership status or any other basis prohibited by applicable local state or federal law. This nondiscrimination policy covers but is not limited to recruitment hiring training benefits rates of pay and other forms of compensation as well as student admission access and treatment in school programs and activities.