IT Support Technician I

Colorado State University•Fort Collins, CO

3d•$45,000 - $60,000

About The Position

The College of Natural Sciences seeks an IT Support Technician to provide first-line technical support for faculty, staff, students, and departmental computing resources. The position is a primary point of contact for IT incidents and service requests, delivering professional customer service and timely issue resolution. Support includes desktop computers, classroom technology, software applications, printing and plotter systems, and loaner equipment. The College of Natural Sciences comprises eight departments and 10 centers and is engaged in research, teaching, and community engagement.

Requirements

Associate degree in Information Technology, Computer Information Systems, or a related field, or an equivalent combination of education and experience.
Working knowledge of Windows and macOS operating systems, including basic troubleshooting and end-user support.
Experience using and supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
Strong customer service skills and the ability to communicate technical information clearly and professionally to users with varying levels of technical expertise.
Ability to meet the physical demands of the job, including lifting or moving up to 25 pounds.

Nice To Haves

Experience in desktop support, help desk, or customer service.
Experience with Active Directory.
Experience with Microsoft Entra ID (Azure AD).
Experience with endpoint management tools.
Experience with ticketing systems such as OSTicket or Freshservice.
Experience with Zoom and Microsoft Teams.
Experience supporting higher education environments.
Initiative and ability to independently identify and solve problems.
Ability to prioritize, manage, and resolve multiple support requests in a fast-paced environment while maintaining high customer satisfaction.

Responsibilities

Serve as the primary point of contact for IT support requests, assisting faculty, staff, researchers, and students by phone, email, ticketing systems, remote support, and in person.
Troubleshoot and resolve Tier 1 hardware, software, peripheral, and connectivity issues for Windows and macOS devices, escalating complex issues as appropriate.
Install, configure, deploy, and maintain desktop and laptop computers, operating systems, applications, printers, and related endpoint technologies.
Support Microsoft 365 services and applications, including Outlook, Teams, OneDrive, SharePoint, Bookings, shared mailboxes, distribution lists, and collaboration tools.
Assist users with account-related services, including multi-factor authentication, email configuration, password-related issues, and access requests, following established procedures.
Document incidents, service requests, troubleshooting activities, and resolutions in the IT service management system.
Support computer deployment, replacement, and onboarding initiatives by preparing systems, equipment, and accounts for new employees and student workers.
Maintain assigned technology inventory records and contribute to technical documentation and knowledge base resources.
Perform other duties as assigned.