IT Support Technician (Tier 2)

AACSB is the world’s leading voice in business education, providing quality assurance (accreditation), intelligence and thought leadership, and learning and development (e.g., conferences, seminars, digital learning) opportunities to over 1,800 member organizations and more than 1000+ accredited business schools in over 100 countries and territories. AACSB’s core values of quality, community, social responsibility, diversity and inclusion, and ethics are all viewed through a global lens in our collective commitment to transform business education for positive societal impact. Synonymous with the highest standards of excellence since 1916, AACSB connects educators, students, and business to develop the next generation of great leaders.

As the IT Support Technician Tier 2, plays an important role in maintaining and managing an organization’s information technology systems and networks. The position reports to the Director of Information Technology and will be based in Tampa.  

How you will Contribute

• Provide Technical support and training for systems and networks, acting as a link between end users and higher-level support 

• Monitor Service Level Agreements (SLAs) within the help desk to ensure compliance  

• Enforce IT Protocols across departments and projects 

• Act as an escalation point for the IT Support Coordinator 

• Work in collaboration with junior team members to expand the skills of the department 

• Monitor help desk satisfaction and outline improvement plans as appropriate 

• Maintain staff satisfaction tool(s) measuring IT Support 

• Install and configure software and hardware, monitor system performance, and troubleshoot issues 

• Create and maintain network topology documentation and drawings 

• Manage and Maintain IT Asset Inventory 

• Identify and implement new technologies to improve AACSB’s staff efficiency and productivity 

• Maintain Staff Software Self-Service Portal 

• Manage SaaS Licenses for Staff Portfolio of Applications 

• Participate in IT Budget Creation and Management 

• Manage Office Internet and supporting technology components 

• Oversee Technology Needs for On-Site Events 

• Manage and oversee audio-visual systems 

• Adhere to and promote AACSB International’s Mission and Values, continuously striving to improve the IT functions 

Requirements

• Five (5) years of relevant experience 

• Fluency In English language   

• Must have competency for the following applications Microsoft 365, Mobile Device Management, Meraki Networking equipment, and Windows 11 operating system  

• Proficiency in troubleshooting Teams Meeting Room equipment 

• Knowledge with creating and maintaining network topology documentation and drawings 

• Ability to act as a mentor/coach to the IT Support Coordinator 

• Must have excellent interpersonal and communication skills 

Preferred Qualifications:

• Comfortable working in a culturally diverse, global environment  

• Bachelor’s degree in a related field obtained through an accredited college or university preferred or equivalent relevant experience  

• Five (5+) plus years direct work experience  

Why join AACSB?

We take pride in providing our employees with an inclusive work environment that promotes individual development. Our employees say our benefits, location, flexible work environment, and their colleagues are the primary drivers that attract and keep them with AACSB.

Benefits

We offer a competitive benefit package, including generous vacation, sick and holiday paid time off, health/dental/vision insurance, 403B, short and long-term disability, life insurance, wellness allowance, tuition reimbursement, and a hybrid work environment.