IT Technical Support Engineer

Overview:

The IT Technical Support Engineer provides hands-on technical support to Juilliard’s client support functions, which principally includes the Service Desk. In addition, the position provides engineering/technical support and/or liaises with the IT Engineering Group as required and performs some systems administration duties. The Technical Support Engineer will implement and troubleshoot client-facing hardware and software solutions. 

The salary range for this role is $60,000-$70,000.

Working at Juilliard

Founded in 1905, The Juilliard School is a world leader in performing arts education. The school’s 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 other’s 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 excellence, creative enterprise, and equity, diversity, inclusion, and belonging.

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

Role Responsibilities:

• Resolve a spectrum of IT user technology-related issues via the Service Desk providing end-to-end customer service (i.e., from ticket assignment to issue resolution)
• Deliver and install hardware and configure software as part of the School on-boarding process and as needed.
• Provide ongoing technical support to the Student Laboratory and confirm equipment is functioning as required.
• Implement patching and software upgrading of all Juilliard devices including Windows and Macintosh clients using appropriate tools. Publish periodic reports summarizing patch status of all network-attached devices.
• Assist in managing user accounts; provide quality, consistent and timely end-user support to Juilliard staff, faculty, students and Alumni.
• Solid experience with Active Directory, Okta, JAMF, Office 365, and Remote Access; experience with Citrix environment and Virtual Private Network (VPN)
• Respond rapidly to IT disruptions.
• Support asset provisioning and tracking efforts across the enterprise and thereby ensure updated inventory is distributed and status recorded
• Strong customer service and troubleshooting skills
• Ability to clearly and patiently communicate technical information, both verbal and written, to end users
• Under the direction of the CTO, and Director, Client Services, participate in I.T. solutions research, technology assessments and pilot projects designed to enhance the range and quality of IT services provided to the Juilliard community.

Skills & Qualifications:

• A Bachelor of Arts or Bachelor of Science degree
• Appropriate technical certifications
• At least 5 years of relevant experience
• Experience with Higher Education a plus 
• Experience in servicing a complex Windows domain
• Experience and familiar with Windows PC, Macintosh, mobile devices, and printers/scanners
• Knowledge of Office 365
• Ability to communicate technical information to non-technical personnel
• Excellent knowledge of computer security systems, applications, procedures, and techniques
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community

*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.