The IT Services Specialist provides advanced L2/L3 technical support across the AMER region, resolving complex end-user technology issues while delivering a reliable, frictionless experience for employees, including executive leadership.
Responsibilities
Own complex L2/L3 incidents escalated by the Global Helpdesk and junior Desktop Specialists, driving timely resolution and a high-quality employee experience
Deliver responsive hands-on and remote technical support across AMER, including discreet and high-priority support for executives and other senior stakeholders
Diagnose and resolve complex issues involving Dell PCs, MacBooks, Windows, macOS, software, printers, peripherals, network connectivity, VPN technologies, mobile devices, and collaboration tools
Coordinate with global L3/L4 teams on advanced technical issues while maintaining ownership, communication, and follow-through against service levels
Manage end-user device lifecycle activities, including deployment, support, updates, maintenance, inventory accuracy, and retirement
The position serves as the senior on-site Information Technology representative for the Dental campus, providing advanced technical support and direct supervision of IT personnel assigned to the site to support clinical operations.
Responsibilities
Provide advanced Tier II and Tier III technical support for Dental faculty, staff, students, and clinical operations.
Diagnose and resolve complex issues involving workstations, laptops, peripherals, printers, authentication, applications, network connectivity, remote applications, classroom technology, and related systems.
Serve as the primary on-site escalation resource for technical issues that cannot be resolved through standard Helpdesk processes.
Support technology used within clinical, simulation, instructional, administrative, and common-use environments.
Assist users with institutional services including identity and authentication systems, Google Workspace, Microsoft technologies, remote applications, Zoom, and other supported platforms.
The technical analyst oversees the administration, deployment, and support of applications within the Facilities Technology portfolio, leading cross-functional projects and ensuring system reliability and security.
Compensation
$95,000 to $120,000
Responsibilities
Provide server-level administration for applications in production and test environments, including setup and review of performance monitoring and alerts, firewall rules, system configurations and access
Test monthly operating system (OS) and SQL patching, in coordination with IT partners.
Remediate critical and severe OS, middleware, application, and firmware vulnerabilities identified.
Monitor application platform for abnormalities; verify the integrity and availability of all servers, systems, network, and key processes.
Review system and application logs to identify potential problems; troubleshoot and resolve technical application issues.
Provides Tier 1 and Tier 2 technical support, troubleshooting hardware, software, network, and voice communication issues for Unisys applications.
Responsibilities
Provides Tier 1 and Tier 2 support
Troubleshoots and resolves complex issues including hardware/software maintenance, client proprietary, COTS and Unisys applications, voice communications and voicemail systems
Assists with resolution of issues with network connectivity, printing and remote access to desktop equipment
Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution
Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence
Requirements
High School Diploma or GED required
May require technical certification or Associate Degree
Provide daily remote and in‑person support across IT workplace services, manage tickets, contribute to knowledge management, participate in incident/problem/change management, and collaborate on projects within a global team.
Responsibilities
Provide daily remote and in‑person support across IT workplace services
Manage tickets and workload through ITSM tools such as Jira and Confluence
Create and maintain processes, technical guides, and how‑to documentation
Participate in Incident, Problem, and Change Management
Collaborate on projects led by the IT Support and Workplace function
Requirements
Bachelor’s degree in Computer Science or related technical field
Nice to have: German language proficiency (Level B2)
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