Support Administrator

LOCATION 

This position is fully on-site and requires a regular presence in Fort Smith, Arkansas. Remote or hybrid work is not available for this position.

JOB SUMMARY

This role contributes to the development and execution of the IT Operations Strategy and ensures its alignment with ACHE’s strategy. Working autonomously and with full discretion in configuring, analyzing, and supporting infrastructure, application, and technology solutions that meet the needs and goals of all divisions. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Notify IT management of additional steps or modifications made to cloud-based storage solutions to ensure high availability of class recordings to our students, faculty, and staff as needed.
• Work with various vendors and analyze and anticipate any improvements and/or changes to cloud video storage such as Microsoft Stream and Mediasite.  
• Utilize Microsoft security procedures, and configure and maintain all staff, faculty, and student network accounts inside of Microsoft 365 and Microsoft Active Directory.  This will include all security access to network resources, password best practices, and group collaboration security.
• Create technical procedures and documentation and archive within the IT Knowledgebase.
• Maximize information technology by researching innovations and trends in the IT industry.
• Utilize Microsoft Active Directory, configure and maintain all organization laptops’ and desktops’ security access to network resources.  Report to IT Management any changes made that facilitate improvement to device performance and longevity.
• Work with hardware vendors, create, configure, test, and maintain Microsoft Windows imaging procedures. This includes the design of standard Windows image, configuration of image for optimal organization use, and keeping all images updated for latest Microsoft security fixes. 
• Responsible for the configuration, maintenance, and reliable operation of all end user technologies including, but not limited to, laptops, desktops, desk phones, and associated peripherals.
• Work with the Deans’ offices, create and maintain all classroom recording schedules for in-person classes, and communicate these schedules to students and the administration teams responsible for working with the students.
• Secure and archive data on all retired and/or reclaimed user devices.  All data should be easily located by IT Management and provided to requesting parties.
• Analyze and support all systems utilized by ACHE/ARCOM faculty, staff, and students.  This includes testing and reporting issues to appropriate vendor team for resolution.
• Support classroom technologies and assist faculty and staff in the classroom.
• Support of various operating systems, Microsoft Office, and supporting desktop and campus applications.
• Deployment of new hire devices and technical training.
• Tiers 1 and 2 support of staff, faculty, and students with IT requirements.
• Follow standard methods for proper escalation of unsolved issues to the appropriate internal teams; also, contribute to ongoing improvements of those methods over time.
• Promote effective working relationships with administration, faculty, staff, students, and outside contacts including contractors and vendors.
• Assist with the implementation and support of Information Systems and Technology needs related to infrastructure, applications, and technology.
• Provide comradery based on ethics and principles as they relate to the IT activities of ACHE.
• Document knowledge for staff, faculty, and student use in the form of knowledge base tech notes and articles.
• Support of all ACHE Audio-Visual technologies across all facilities alongside the Audio-Visual Administrator.
• Coordinate with ACHE Operations, lend support as required for scheduled events at ACHE facilities where Audio-Visual technologies are in use.
• Office location is on a rotating schedule with other Support Administrators, rotating between ACHE’s main campus and the Research Institute Health and Wellness Center.
• Maintain client confidence and protect operations by keeping information confidential.
• Other duties as assigned by the Director of IT, Operations or their designee.

QUALIFICATIONS AND CREDENTIALS

Education and Experience

Minimum Qualifications

•  High School Diploma or equivalent. 
• Two years of experience in supporting technology and/or applications.
• Currently working towards a technology related certification.

Preferred Qualifications

• Microsoft, CompTIA, or technology related certification.
• Bachelor’s degree in related field.
• Three (3) years progressive experience in supporting technology and/or applications.
• Experience in the support of technology in an academic or medical environment.

Required Knowledge, Skills, and Abilities

•  May be required to work outside of the standard M-F work schedule and hours.
• Ability to learn infrastructure, applications, and technology terminology.
• Ability to gain knowledge of troubleshooting and diagnostic skills.
• Ability to read, analyze, and interpret computer programs.
• Excellent communication skills.
• Ability to present complex concepts in a clear and concise manner.
• Ability to prioritize, delegate, and monitor multiple tasks and assignments.
• Demonstrate an ability to work as a group member, team player.
• Demonstrate an ongoing ability to work cooperatively with colleagues.
• Demonstrate adaptability and willingness to assist the college in fulfilling its mission and vision through IT duties.
• Demonstrate proficiency in computer skills, i.e. Microsoft Office.
• Display professionalism for the college in all communication and interactions.
• Ability to maintain confidentiality and privacy.
• Ability to prioritize and organize numerous and varied assignments.

ABILITIES AND COMPETENCIES ESSENTIAL TO THE FUNCTION OF THE JOB

Communication and Comprehension

ACHE is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate regarding applicants or employees with disabilities and will make reasonable accommodations when necessary. The following are essential abilities and physical requirements for all positions at the college.

• Ability to orally communicate effectively with others with strong interpersonal skills and customer service orientation.
• Ability to work cooperatively with colleagues and supervisory staff at all levels.
• Ability to understand oral and written information, using the English language, and organize thoughts and ideas into effective forms of communication.
• Ability to make decisions which range from moderate to a significant impact on the immediate work environment, as well as outside contributors.
• Possess public communication skills that allow professional representation of ACHE to a variety of business and community customers and associates.
• Strong organizational skills.

Problem Solving

• Intuitively able to reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
• Expertise in negotiation.

Physical and Sensory Abilities

• May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
• May be required to accomplish job duties using various types of equipment/supplies to include, but not limited to pens, pencils, calculators, computer keyboards, telephone, etc.
• May be required to transport oneself to other campus offices, conference rooms, and on occasion, to off-campus sites to attend meetings, conferences, workshops, seminars, etc.
• May require significant travel or work away from campus.
• Requires attendance at events representing ACHE both within as well as outside of the college setting.
• Frequently required to work at a desk, conference table or in meetings of various configurations.
• Frequently required to see for purposes of reading matter.
• Frequently required to hear and understand speech at normal levels.
• Occasionally required to lift items in a normal office environment.
• Ability to safely lift and carry 25 pounds, with or without reasonable accommodation. 
• Frequently required to operate office and presentation equipment.

If you need assistance in the application process because of a disability, or any other reason, please contact Vicki Broadaway, Vice President and Chief People Officer, at 479.308.2290 or [email protected].

Arkansas Colleges of Health Education is an equal opportunity employer.