IT Support Specialist II

 We will only consider candidates that are able to commute into the office on a daily basis. This is not a "remote" or "hybrid" position. 

We do not sponsor work visas/OPTs/CPTs/Perm. Res. etc.

WHO WE ARE (Why you will LOVE us)

Academic Programs International (API) encourages students of all ages to embark on a lifelong experiential educational journey that enriches lives, communities and organizations and helps every student, college and company to achieve their goals.

Through the creation of APIConnect, an experiential education technology platform, the company helps colleges, universities and students create and discover learning experiences customized to meet their needs. APIConnect offers a vast library of destinations, accredited courses, internships, and original programming geared toward maximizing students’ college experiences so they are better prepared for the workforce upon graduation.

Headquartered in Austin, Texas, US, API sends thousands of students on hundreds of programs both virtually and in more than 60 cities in nearly 25 countries in Asia-Pacific, Europe, Latin America, North America, and the Middle East.

If you are someone who thinks differently, is passionate about serving students, and wants to be a part of a fun and hard-working culture, then this is the company for you.

What you will be doing

We are looking for a skilled and motivated IT Support Specialist to be a key member of a small, dynamic, results-oriented team of IT professionals. We need someone who can balance management of various software systems/tools while also providing world class technical support to end-users. The ideal IT Support Specialist should not be afraid to learn, use, and support new tools/software for all our employees.

In this role you will be involved in several different activities related to our systems, with a focus on hardware/software provisioning for a growing user base, end-user support, in-office support, and management of key systems/tools/software. Most of our end-users are based in the United States, but we support end-users in several additional countries worldwide. This position controls access/permissions to enterprise applications, manages G-Suite accounts, helps with local office support (network switches, wireless access points, printers, conference room), and ensures data security across the organization.

Requirements

Types of Activities and Responsibilities:

• Manage Help Desk tickets in a timely manner.
• Troubleshoot and resolve technical problems via phone, ticket system, email, or in-person.
• Deploy Apple Mac and Windows PC laptop equipment and peripherals to new employees.
• Create new accounts and set up software access/permissions.
• Support and maintain administration of our corporate Google Workspace account.
• Perform software installation and upgrades, including planning and scheduling, testing and coordination.
• Troubleshoot system performance and failure issues.
• Maintain inventory records of all IT equipment and software licenses.
• Create and maintain internal support documentation.
• Optimize networking/security for remote employees’ access to servers and other resources.
• Proactively research new technology and software to develop cost or labor-saving opportunities.
• Research, propose, define, design, and implement system enhancements, including software and hardware upgrades, to improve the reliability of Windows-based and Mac-based systems.
• Examples of software and tools we support include Google Workspace, Microsoft Office, Zoom, Slack, Zendesk, Asana, JIRA, Wordpress, Lucidchart, TeamViewer, Adobe Creative Cloud, and more.
• Work with a team of peers who are smart, professional, pull their own weight, and share a passion for what they are creating.
• This is an in-person/onsite, Monday to Friday position. This is not Hybrid or Remote.

Desired Knowledge, Skills, and Abilities:

• Excellent communication skills through phone, email, and in-person interactions. We want staff members to feel well supported by IT.
• Ability to work professionally in a fast-paced, team environment with internal and external contacts at all levels.
• Strong problem-solving skills with ability to diagnose and resolve systems/software conflicts and problems.
• Attention to detail.
• Logical and creative thinker.
• Available for after-hours support when necessary.
• Physical requirements include lifting and transporting moderately heavy objects, such as computers, monitors, TVs, and other peripherals.
• Exemplifies and attitude that is outgoing and positive and self starter. You are willing to step in an assist across the organization.
• Excellent written and verbal communication skills.

Required Education or Formal Training:

• Associate's Degree or Bachelor's Degree in Technology management or a similar field required.
• Applicable certifications are preferred but not required.