IT Support Technician

Webster University • Webster Groves, MO

13d • Onsite

About The Position

The IT Support Technician delivers technical support and operational services to Webster University faculty, staff, students, and authorized affiliates. As part of the Infrastructure & Operations team, the position provides end-user and service desk support, supports classroom and audiovisual technologies, and assists with IT asset management. It helps maintain a reliable, secure, and efficient technology environment across University locations.

The role installs, configures, maintains, troubleshoots, and supports University-owned hardware, software, classroom technology, multimedia systems, and other IT-supported equipment. Support is provided through multiple channels, with an emphasis on customer service, follow-up, and ownership of requests. The technician collaborates with IT teams, campus departments, vendors, and student employees on deployments, asset lifecycle management, classroom instruction, IT-supported events, documentation, operational projects, and strategic technology initiatives. Position goals and objectives are established annually and align with the mission, vision, and strategic goals of Information Technology and Webster University.

The position is generally scheduled Monday through Friday between 7:00 a.m. and 6:00 p.m. Regular in-person attendance on Webster’s campus is an essential job function and physical requirement. Schedules may vary based on operational needs, and occasional evening and weekend hours may be required. The position is eligible for the University's Onsite Flex Work program, subject to policy, operational needs, and supervisory approval. Duties may vary and may include other assigned responsibilities.

Requirements

• Associate degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience.
• Experience providing technical support in an end-user computing, service desk, desktop support, or information technology environment.
• Experience supporting Windows, macOS, mobile devices, and common business applications.
• Experience using an IT service management system to manage incidents, service requests, and technology assets.
• Strong written, verbal, and interpersonal communication skills across channels such as Teams, phone, email, in-person support, and ticket management systems.
• Strong ticket management and documentation skills, including documenting troubleshooting steps, actions, findings, and resolutions.
• Commitment to professional, patient, customer-focused service.
• Strong organizational, time management, and prioritization skills, including the ability to manage multiple tasks and meet deadlines.
• Ability to analyze problems, exercise sound judgment, independently resolve technical issues, and recognize when escalation is appropriate.
• Ability to collaborate effectively while also working independently with minimal supervision.
• Ability to adapt to changing technologies, priorities, and operational needs in a fast-paced environment.
• Ability to develop and maintain technical documentation, procedures, and knowledge resources.
• Ability to maintain confidentiality and safeguard sensitive information while complying with University policies and applicable regulations, including FERPA, HIPAA, and Title IX, and security awareness requirements.
• Experience supporting Windows, macOS, and mobile device operating systems.
• Knowledge of desktop, laptop, printer, peripheral, and audiovisual hardware installation, configuration, troubleshooting, and maintenance.
• Experience supporting classroom and conference room technology, multimedia systems, and collaboration platforms such as Microsoft Teams.
• Experience with endpoint management and device administration tools such as Microsoft Intune, JAMF, or similar platforms.
• Experience using IT service management and asset management systems to manage incidents, service requests, inventory, and technology assets.
• Knowledge of Microsoft 365 services, identity and access management, two-factor authentication, and basic account administration.
• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, wireless networking, VPN connectivity, and remote support technologies.
• Troubleshooting and problem-solving skills across hardware, software, network, audiovisual, and endpoint technologies.
• Familiarity with software deployment, hardware lifecycle management, inventory control, and technology refresh processes.
• Understanding of cybersecurity best practices, endpoint security, phishing awareness, and data protection principles.
• Ability to attend in person regularly on Webster’s campus.

Nice To Haves

• Experience supporting classroom technology, audiovisual systems, or event technology.
• Experience with IT asset management, inventory control, hardware deployments, or lifecycle management.
• Experience working in higher education or a similarly complex, customer-focused environment.

Responsibilities

• Respond to incidents, service requests, and technical support inquiries in accordance with service level agreements.
• Install, configure, maintain, troubleshoot, and support University-owned hardware, software, operating systems, mobile devices, printers, peripherals, and related technologies.
• Provide in-person, remote, telephone, email, and virtual technical support, including follow-up and ownership of requests.
• Document and maintain accurate records of incidents, service requests, assets, and work performed in the IT service management system.
• Diagnose and resolve hardware, software, network connectivity, account access, and other end-user technology issues, escalating when appropriate.
• Perform routine system maintenance, updates, equipment checks, and technology evaluations.
• Provide technical support for classrooms, laboratories, conference rooms, and IT-supported events across University locations.
• Install, configure, maintain, troubleshoot, and support audiovisual equipment, including projectors, displays, microphones, speakers, cameras, control systems, and collaboration technologies.
• Support classroom instruction, webinars, hybrid meetings, livestreams, and other multimedia initiatives.
• Inspect classroom technology and coordinate equipment repairs, maintenance, and vendor service as needed.
• Assist with multimedia documentation, user training, and technology best practices.
• Maintain accurate inventory records for University-owned technology assets in approved asset management and IT service management systems.
• Assist with hardware and software deployments, technology refresh initiatives, lifecycle replacement, asset audits, inventory reconciliation, and equipment retirement.
• Support software implementation, asset tracking, procurement coordination, receiving, staging, tagging, deployment, surplus processing, and inventory reporting.
• Keep asset records, inventory documentation, and related systems accurate, complete, and current.
• Participate in technology projects, campus deployments, operational initiatives, and continuous service improvement efforts.
• Collaborate with IT teams, campus departments, vendors, and student employees to support daily operations and strategic technology initiatives.
• Develop and maintain technical documentation, knowledge base articles, procedures, and operational resources.
• Participate in professional development and stay current with emerging technologies, industry best practices, and departmental training.
• Perform other duties as assigned.

Benefits

• Eligible for the University's Onsite Flex Work program, subject to university policy, departmental operational requirements, and supervisory approval.

What This Job Offers

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