IT Support Technician I

Colorado State University • Fort Collins, CO

1d

About The Position

The College of Natural Sciences seeks an IT Support Technician to provide first-line technical support for faculty, staff, researchers, students, and departmental computing resources. The technician is a primary point of contact for IT incidents and service requests, providing professional customer service and timely issue resolution through phone, email, ticketing systems, remote support, and in-person interactions.

The position supports Windows and macOS computers, classroom technology, software applications, printing and plotter systems, and loaner equipment. Duties also include endpoint deployment and maintenance, Microsoft 365 support, account assistance, documentation, and technology inventory. The position has no supervisory duties. A pre-employment background check is required for new hires.

Requirements

• Associate degree in Information Technology, Computer Information Systems, or a related field, or an equivalent combination of education and experience.
• Demonstrated 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 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 a high level of customer satisfaction.

Responsibilities

• Serve as the primary contact for IT support requests and assist users through phone, email, ticketing systems, remote support, and in-person interactions.
• 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 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.
• Prepare systems, equipment, and accounts for computer deployment, replacement, and onboarding of new employees and student workers.
• Maintain assigned technology inventory records and contribute to technical documentation and knowledge base resources.
• Perform other duties as assigned.

Benefits

• The posting describes a robust benefits package, a collaborative atmosphere, and a focus on work-life balance; it refers applicants to CSU benefits information for details.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree