Job Description

Overview

The Panther Group is currently seeking an experienced and highly motivated IT Support Specialist to join our team and provide technical support on-site at our San Jose campus, while also supporting remote teams and collaborating with our global IT operations. Position Overview: Reporting to the Manager of Global IT Services, the IT Support Specialist is responsible for managing and supporting local technology infrastructure to ensure smooth operation of academic and administrative systems. This includes direct in-person support for the San Jose campus, as well as remote support across global locations in partnership with our Global IT team. This role is deeply involved in supporting faculty, staff, students, and partners with a wide range of technologies including AV systems, networking, software, and enterprise tools. The ideal candidate has a passion for technology, strong customer service skills, and a proactive mindset toward problem-solving and innovation.

Responsibilities

• Campus Technology Support (20%) Manage and maintain all technology equipment on the San Jose campus. Troubleshoot Tier II and Tier III issues and report enterprise-wide IT problems. Support and maintain AV systems, digital signage, and conferencing technologies. Provide classroom technology support and assist faculty/students with applications and network access. Oversee printers (including Papercut), warranty management, and supplies. Manage campus Husky ID card systems. Track work and document activity using ServiceNow or similar systems.
• Faculty & Staff Support (30%) Provide Tier I and II support for hardware, software, and connectivity issues. Onboard and maintain faculty/staff devices including desktops, laptops, cellphones, and tablets. Install, image, and update campus computers. Offer training and support on IT tools and systems. Foster strong relationships with users to promote effective technology use.
• Global IT & Security Liaison (15%) Represent the campus in information security discussions and committees. Coordinate local compliance with global information security standards (e.g., NIST 800-171). Promote and support global cybersecurity awareness initiatives. Act as the point of contact for local security incidents or compliance alerts.
• Enterprise Systems & Software Management (15%) Support the implementation and administration of enterprise systems and SaaS products. Ensure proper licensing and user support for Global IT-managed applications. Evaluate software needs and coordinate with vendors for effective delivery.
• Technology Planning & Evaluation (20%) Participate in IT project planning and rollout. Analyze new technologies and assess their potential impact. Support special events and collaborate with departments to meet technical needs. Create training resources and documentation for end-users.

Required Qualifications

• Bachelors degree in a technology-related field.
• 24 years of hands-on IT support experience.
• Proficiency with OS X, Windows, and enterprise hardware/software environments.
• Familiarity with Microsoft Office Suite, SharePoint, and collaboration tools.
• Strong troubleshooting and diagnostic skills.
• Excellent communication, organizational, and interpersonal skills.

Note: There is also a request for flexibility to work hours including evenings, weekends, and holidays as needed.

Preferred Qualifications

• Experience in an academic or campus-based IT environment.
• Knowledge of information security frameworks such as NIST 800-171.
• IT certifications (ITIL, Microsoft, Mac, etc.).
• Experience with ServiceNow or other service desk platforms.
• Strong understanding of audio/visual technology and conferencing systems.

The Panther Group

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