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Job Details

Title Senior Help Desk Support Specialist
Business Unit Information Technology
Location Portland, ME
Description

CIEE:

A nonprofit, non-governmental organization, CIEE is the world leader in international education and exchange.  For 70 years CIEE has been committed to bringing the world together through meaningful international exchange programs to help humanize international relations – all students, all nations.  Driven by this purpose, CIEE has helped thousands of people gain the knowledge and skills necessary to live and work in a globally interdependent and culturally diverse world by offering the most comprehensive, relevant, and valuable exchange programs available.  Serving over 400 U.S. College and University consortium members, CIEE operates sixty-five study centers in forty-five countries that support study abroad programs for over 10,000 students annually.  In addition, as the largest sponsor for U.S. Department of State J-1 Visa programs, CIEE helps nearly 30,000 international students participate in U.S. based exchange programs annually.  CIEE programs and services span study abroad, teach abroad, international faculty development seminars, and inbound exchange study, work, and internship programs for today’s high school and university students, professionals, and educators.

 CIEE strives to lead a robust community of international program providers and sponsors through innovation, exemplary service, and exceptional efficiency. Our success depends on having the very best professionals. We are committed to recruiting and retaining the best people in the industry, particularly those who are passionate about international education, are self-starters with high levels of energy and autonomy, and are dedicated to exceed expectations in every challenge. We foster excellence through tapping the skills of a diverse workforce and promoting a dynamic environment where talented individuals of differing perspectives and cultural backgrounds work together to advance our mission.

Summary of Position:

The Senior Help Desk Support Specialist is responsible for end user support of our global workforce.  This position is pivotal in leading IT helpdesk support specialists in providing premium support for voice/data network systems and managing the helpdesk queue.  The Senior Help Desk Support Specialist must also have working knowledge of routers, multilayer switches, network security devices, server virtualization, and network management systems.

Primary Responsibilities:

  • Provide guidance and support to a team of Help Desk Support Specialists
  • Provide leadership during IT incidents and ensure that service is restored as quickly as possible, escalating when required, ensuring the entire business is up to date with status.
  • Provide standards and guidelines for hardware, desktop images, configurations, versions, and utilities on appropriate platforms; perform technical upgrades and knowledge sharing.
  • Manage the deployment of software and security patches to workstations and servers
  • Oversee enterprise asset management
  • Provide performance measurements and recommendations for improving PC configurations. 
  • Perform problem resolution (fault isolation/diagnostics) and documentation of  processes and procedures
  • Provide metrics for reporting purposes
  • Consult with senior IT management and business unit on regular basis to ensure the technology needs are met
  • Work closely with Network Engineers and Applications Development team to troubleshoot outages
  • Assist in the administration of systems and servers to ensure availability of services to authorized users.
  • Assist in installations, upgrades, and ongoing support of Windows servers
  • Troubleshoot malfunctions of network hardware and software applications, telephones and security systems to resolve operational issues and restore services.
  • Monitor network resources to include Network Security, System Utilization and Backup Utilization.
  • Develop and conduct proactive maintenance activities designed to ensure optimal operation of the network.
  • Provide network hardware and licensing purchasing recommendations.
  • Provide and coordinate on-call rotation support and troubleshooting of Server and PC technical problems (Hardware & Software)
  • Manage all network documentation and ensure that all documents and network diagrams are up to date and available for all relevant IT Staff.
  • Provide 24/7 on-call support as needed, including nights or weekend work as required
  • Perform other duties as assigned
Requirements

Knowledge & Skill Requirements:

  • Bachelor’s Degree or equivalent professional experience required
  • Relevant technical certifications preferred
  • 7 years of relevant experience required
  • Knowledge of network performance, hardware and software required
  • Ability to consistently apply broad knowledge of network administration to the diagnoses and resolution of network problems required
  • Expert understanding of the fundamentals of telecommunication; installations, upgrades, techniques, tools, materials and equipment. (Routers, switches, frame relay, etc.) required
  • Demonstrated hands-on experience implementing and administrating common TCP/IP-based services, including DNS, DHCP, HTTP, FTP, SSH, SMTP, etc. required
  • Strong hands-on knowledge of Windows 7/8/10 Operating Systems required
  • Knowledge of Windows Server 2008 R2 & 2012 required
  • Working knowledge of common network monitoring and security utilities
  • High level of organization, problem solving, communication and interpersonal skills required
  • Ability to exercise good judgment and think creatively required
  • Passion for learning new technologies of all types required
  • Positive attitude with a desire to work for a company that is fun, flexible, respectful, and honest.
  • CIEE strives to lead a robust community of international program providers and sponsors through innovation, exemplary service, and exceptional efficiency. Our success depends on having the very best professionals. We are committed to recruiting and retaining the best people in the industry, particularly those who are passionate about international education, are self-starters with high levels of energy and autonomy, and are dedicated to exceed expectations in every challenge. We foster excellence through tapping the skills of a diverse workforce and promoting a dynamic environment where talented individuals of differing perspectives and cultural backgrounds work together to advance our mission. CIEE is an Equal Opportunity Employer. Applications by ethnically diverse and underrepresented groups are strongly encouraged.
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