• Lead, Technical Support

    Location AN-Saint Maarten
    Job ID
    2019-110023
    Institution
    American University of the Caribbean (AUC)
    Department
    Information Technology
    Employment Type
    Regular Full-Time
    FLSA Status
    Global - Salaried
  • Opportunity at a Glance

    The primary duties of the position are to oversee and provide technical supervision for the infrastructure and end user support on the AUC St. Maarten campus.  Additionally this position will provide oversight for technology projects related to or impacting the computing infrastructure on campus, establish best practices and standard operating procedures, provide mentorship for junior members of the team, and support daily operations as needed.  This position will report to the Manager of IT and may act as back-up to the role when needed, including providing performance advice and feedback.

    Responsibilities

    • Provide leadership and oversight of the campus technical service culture, establishing best practices, measurable benchmarks, and standard operating procedures designed for maintaining system stability and continuous improvement of services.
    • As a representative of the St. Maarten campus and AUC business, collaborate on regional and Healthcare vertical teams focused on Service Excellence, technical advancements, and process improvements.
    • Liaise with Adtalem operational support teams on the resolution of technical issues that have been escalated.
    • Coordinates with Campus partners to provide regular training and knowledge transfer sessions of Technologies implemented.
    • Develop strategies to improve campus level support and reduce problem resolution times across a broad range of technical services and platforms.
    • Actively engage in IT design and architecture by sharing knowledge and ideas to best leverage technology to achieve business goals, and assessing impact of business process change on existing systems.
    • Participate in planning and management of capital and technical service projects for the AUC St. Maarten campus.
    • Assist with operational support including the testing, troubleshooting and maintenance of network infrastructure, endpoints, communication, collaboration, and classroom equipment as needed.
    • Assist with systems administration duties as needed, including but not limited to, management of Active Directory, Cisco Unified Communications, SCCM, and the Cisco Hyperflex virtual environment.
    • Assist with network configuration and hardware deployment as needed.
    • Assist with the planning, organizing, and coordination for the day-to-day operations of team to ensure efficient delivery of services to students and staff.
    • Provides coaching and mentoring to staff to develop skills which support the achievement of service level goals and service quality.
    • Act as back-up to IT Manager.
    • Maintains a highly proficient technical knowledge in various systems, hardware, software and database applications.
    • Completes other duties as assigned.

    Qualifications

    • Bachelor’s Degree in Information Technology or comparable technical field required. Master’s Degree preferred.
    • Minimum of 5-8 years in an active IT operations environment, preferably in higher education, with increasing levels of responsibility.
    • Experience providing technical mentorship in a service focused culture
    • Broad technical background in Microsoft server and application technologies, SCCM, VoiP management, networking concepts, protocols, and configurations, endpoint configuration and management and hosted services.
    • Excellent problem solving and critical thinking skills.
    • Strong leadership presence, must command the respect of the team
    • Excellent written, verbal and presentation skills
    • Self-directed with the ability to accurately prioritize work and initiate action when needed.

    AUTHORITY AND ACCOUNTABILITY:

     

    This position will be expected to work with minimal supervision and will report directly to the IT Manager, or in their absence a designee, who will be responsible for providing daily guidance.

     

    This position may be required to work flexible hours, including evenings, weekends and holidays.

     

    ENVIRONMENTAL CONDITIONS:

     

    This position should expect to work in often uncomfortable indoor and outdoor locations and may be exposed to extreme weather including extreme heat and wet/humid conditions. 

     

    PHYSICAL DEMANDS:

     

    Lifting: Raising or lowering an object from one level to another (includes upward pulling) 25-50 lbs

    Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder

     

     

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    We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.

    Who We Are

    American University of the Caribbean School of Medicine (AUC) is an international medical school preparing physicians for careers in the United States, Canada, and worldwide.. American University of the Caribbean School of Medicine is accredited through 2021 by the Accreditation Commission on Colleges of Medicine (ACCM), which is the accreditor used by the country of St. Maarten.

     

    The United States Department of Education, via the National Committee on Foreign Medical Education and Accreditation (NCFMEA), reviews the standards that countries use to accredit medical schools. The NCFMEA has determined that the ACCM’s accreditation standards are comparable to those set by the Liaison Committee on Medical Education (LCME), which accredits medical education programs in the United States.

     

    AUC offers a diversity of students, primarily US citizens and permanent residents, with the opportunity to pursue a high-quality medical education. AUC graduates are practicing medicine in some of the most prestigious hospitals in the United States, with many earning Chief Resident positions and other positions of leadership.

     

    AUC employs a U.S. model curriculum, with two years of medical sciences taught at the St. Maarten campus, followed by two years of clinical sciences taught at affiliated hospitals in the United States and United Kingdom. AUC is known for its student–centered environment, a faculty passionate about teaching, and a commitment to giving students who have the desire, the persistence, and the intellectual capacity an opportunity to become outstanding physicians. In 2013, AUC achieved a first-time pass rate of 97 percent on USMLE, which is on par with the rate achieved by US and Canadian schools, and above the rate achieved by osteopathic schools (94 percent) and international schools (79 percent).

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