IT Support Technician 2, HSIT

Yale University•New Haven, CT

49d•$35•Onsite

About The Position

Working in Health Sciences IT, this role serves as a generalist responsible for a broad range of support and troubleshooting of hardware, software, computers, mobile devices, networks, AV systems, and other technologies. Assists with equipment recommendations, deployment, and overall equipment lifecycle, while adhering to university policies, standards, and procedures. Documents supported systems and relevant procedures. Maintains knowledge of current technologies and best practices.

Requirements

Excellent troubleshooting, critical thinking skills, and the ability to apply independent judgment to research and resolve issues.
Ability and willingness to learn new skills as necessary to meet the evolving technology needs of the university.
Advanced proficiency with Apple and Windows desktop and mobile operating systems, troubleshooting and resolving miscellaneous hardware, software, network, and AV problems. Advanced knowledge of standard software packages.
Excellent communication, interpersonal skills, and attention to detail. Ability to communicate with a diverse user community using diplomacy and professionalism.
Ability to work both independently and with a team.
Eight years of related experience, six of them in the same job family at the next lower level and a high school level education, or six years of related experience and a Associates degree; or two years of related work experience and a Bachelor's degree or an equivalent combination of education and related experience.

Nice To Haves

At least one certification from CompTIA, Microsoft, Apple, or ITIL preferred. Prior experience with ticket management systems, ITIL processes with incident management.

Responsibilities

Manages a client department's complete desktop computing environment.
Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs.
Maintains computer software by proactive site visits and keeping an inventory of installed operating systems and application software to ensure all versions are up-to-date.
Maintains computer hardware and peripherals by keeping an inventory of installed devices, recommending replacements according to guidelines and interacting with vendors in the acquisition of computer products.
Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.
Responds to emergency and routine calls that come in for computer assistance in support of core services such as email, scheduling and backup systems, as well as client department specific applications. Documents all reported problems.
Supports clients in the use of their desktop equipment by training users.
Works with others to ensure smooth integration of network and software products.
Analyzes, recommends, and implements work-group computing solutions to meet client department's needs.
Trains other support technicians.
Completes and documents technical projects such as the testing of hardware and software products.
May perform other duties as assigned.