IT Support Technician 2

The Evergreen State College Portal•Olympia, WA

About The Position

This role provides outstanding customer service and front-line support for tier-one and tier-two technical issues within a Microsoft 365 enterprise environment. The position involves day-to-day leadership of front-line IT support technicians, training, work assignment, and feedback to the Technology Support Manager. The IT Support Technician 2 acts as a technical consultant to end-users, evaluating needs, configuring equipment, and recommending IT services. Responsibilities include troubleshooting hardware and software on endpoints, mobile devices, and various applications, as well as supporting identity and access management issues. The role requires performing on-site appointments, documenting support activities, verifying computer system configurations, and escalating issues as needed. Collaboration with other IT professionals and subject matter experts is essential for understanding technology deployment and resolving user issues. The position also involves creating and contributing to documentation for end-users and technical staff, and assisting the Technology Support Manager in developing best practices and continuous improvement.

Requirements

Provide front-line support for tier-one technical issues and continuing support for tier-two issues escalated by tier-one IT staff.
Provide day-to-day leadership of front-line tier-one IT support technicians, including training, assigning work, and providing feedback.
Provide information, instruction, and training to front-line staff regarding organizational policies and departmental procedures.
Act as a technical consultant to faculty and staff end users by evaluating needs, determining equipment configurations, and making recommendations regarding IT services.
Answer end-user questions regarding settings, configurations, best practices, and typical business uses related to workstations, mobile devices, web browsers, email clients, and file shares in a Microsoft 365 enterprise environment.
Provide comprehensive software and hardware support and troubleshooting of hardware and software on endpoints, workstations, mobile devices, web browsers, email clients, and file shares in a Microsoft 365 enterprise environment.
Provide end-user support and potential escalation for identity and access management issues, such as account provisioning or de-provisioning, user password resets, multifactor authentication, and access to Evergreen data systems such as SharePoint, OneDrive, and network file shares.
Perform on-site appointments to troubleshoot and resolve computer, software, and peripherals issues, pick up technology equipment for further evaluation and troubleshooting, and return equipment when a resolution has been provided.
Document all support issues related to front desk activities, such as support request tickets, update existing tickets, and promptly communicate ticket status, resolution, and escalation to customers.
Verify and complete configurations of computer systems for users before or during on-site installation.
Determine when a support request ticket needs to be escalated to other subject matter experts within the Office of Information Technology and escalate them as appropriate after thoroughly documenting the problem and all other pertinent information.
Work collaboratively with other IT professionals and non-IT subject matter experts to understand how technology is deployed at Evergreen, what known issues users encounter regularly, and how known issues are resolved.
Under the supervision of the Technology Support Manager, create appropriate documentation of solutions and processes for end-users and technical staff.
Contribute documentation to the support knowledge base and coach front-line staff in creating essential documentation.
Collaborate with the Technology Support Manager to identify standards for customer-specific technology support, such as average response time, end-user satisfaction, and the number of problems resolved within a given period; assist the Technology Support Manager in developing best practices and fostering continuous improvement.

Responsibilities

Provide outstanding customer service in person and via phone, email, chat, or support request ticket system.
Provide front-line support for tier-one technical issues and continuing support for tier-two issues escalated by tier-one IT staff; when appropriate, escalate issues to tier-three staff and system administrators.
Provide day-to-day leadership of front-line tier-one IT support technicians, including training, assigning work, and providing feedback to the Technology Support Manager on employee work performance.
Provide information, instruction, and training to front-line staff regarding organizational policies and departmental procedures.
Act as a technical consultant to faculty and staff end users by evaluating needs, determining equipment configurations, and making recommendations regarding IT services.
Answer end-user questions regarding settings, configurations, best practices, and typical business uses related to workstations, mobile devices, web browsers, email clients, and file shares in a Microsoft 365 enterprise environment.
Provide comprehensive software and hardware support and troubleshooting of hardware and software on endpoints, workstations, mobile devices, web browsers, email clients, and file shares in a Microsoft 365 enterprise environment.
Provide end-user support and potential escalation for identity and access management issues, such as account provisioning or de-provisioning, user password resets, multifactor authentication, and access to Evergreen data systems such as SharePoint, OneDrive, and network file shares.
Perform on-site appointments to troubleshoot and resolve computer, software, and peripherals issues, pick up technology equipment for further evaluation and troubleshooting, and return equipment when a resolution has been provided.
Document all support issues related to front desk activities, such as support request tickets, update existing tickets, and promptly communicate ticket status, resolution, and escalation to customers.
Verify and complete configurations of computer systems for users before or during on-site installation.
Determine when a support request ticket needs to be escalated to other subject matter experts within the Office of Information Technology and escalate them as appropriate after thoroughly documenting the problem and all other pertinent information.
Work collaboratively with other IT professionals and non-IT subject matter experts to understand how technology is deployed at Evergreen, what known issues users encounter regularly, and how known issues are resolved.
Under the supervision of the Technology Support Manager, create appropriate documentation of solutions and processes for end-users and technical staff.
Contribute documentation to the support knowledge base and coach front-line staff in creating essential documentation.
Collaborate with the Technology Support Manager to identify standards for customer-specific technology support, such as average response time, end-user satisfaction, and the number of problems resolved within a given period; assist the Technology Support Manager in developing best practices and fostering continuous improvement.
Other related duties as assigned by the Technology Support Manager.