IT Operations Technician

LASELL UNIVERSITY•Newton, MA

3d•$30 - $33•Onsite

About The Position

The IT Operations Technician is primarily responsible for effective support, preventative maintenance, and consultation for the following areas: faculty and staff desktop technology for technology issues and requests including desktop computers, laptops, mobile devices, printers, copiers, software (including installs), helpdesk call and ticket monitoring, student worker coordination, basic network troubleshooting, digital and analog audiovisual/multimedia systems and services; event and meeting space technology; event planning, coordination, and support; conferencing and collaboration services (e.g. video, web, and teleconferencing); videography and streaming services; lecture and content capture services and many other devices. This position is 100% based on-campus in Newton, MA

Requirements

Education level: Bachelor's degree in Information Technology field or 2 years relevant work experience.
Comprehensive understanding of PC and Mac hardware and experience performing substantial repairs on desktop computers and laptops
Intermediate (2+ years) PC/Mac/Printer Hardware configurations and troubleshooting
Experience installing and troubleshooting software and hardware
Knowledge of desktop security/networking and standards and working knowledge of local area networks (wired/wireless)
Experience delivering tier 2-3 desktop support to end users in a mixed Windows and Mac environment
Experience with troubleshooting Extron AV systems
Experience with wired/wireless microphone systems, audio amplification and PA systems
Experience using TeamDynamix or similar ITSM tool
Experience with LDAP, Active Directory and group policies, data recovery tools, DHCP, and DNS
Experience with Intune
2+ years related experience
Strong technical troubleshooting and resolution skills with demonstrated ability to learn new skills quickly and strong research and analytical skills for more complex issues/problems
Must be able to work independently on complex work with minimal direction as well as collaboratively within a team setting as either participant or leader
Strong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload in a wide variety of settings and situations
Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations | ability to maintain a strong sense of urgency | appropriate use of judgment as to when to escalate difficult situations or seek guidance
Ability to follow up on assignments from IT Operations Manager and complete tasks in a timely manner
Attentive to detail and documents work as well as communication with clients through ticket tracking system (TeamDynamix)
Demonstrated ability to deliver professional customer service
Ability to work occasionally adjusted work hours during peak academic periods and special events

Nice To Haves

Desktop support related certifications such as: MSCE, A+, Network +, CCNA, ACMT a plus

Responsibilities

Answer phone/email/ticketing requests for support and log all support requests in the ticketing system
Computer setup for new hires, moves, and changes (file migration, user preferences, etc.)
Deploy and maintain network printers
Provide “fixes” and modifications of installed software
Assist Infrastructure technicians by providing basic networking troubleshooting and assistance in hardware repair/replacement
Troubleshooting and maintain classroom and multimedia technologies and AV equipment
Provide AV setup and support for events and meetings
Maintain public and lab computing spaces
Collaborate on the creation and testing of computer/OS images for faculty and staff computers
Utilize Intune to display software packages and updates
Create and maintain knowledge base articles
Responsible for asset management and physical & digital security of desktop and mobile technology
Maintain Physical Security of computers
Provide guidance and support to IT student workers
Diagnose & replace computer components
Other duties as assigned