IT Support Technician

ROCKY MTN UNIVERSITY OF HEALTH•Provo, UT

4d•Onsite

About The Position

The IT Support Technician serves as the front-line technology support resource for Rocky Mountain University. This position provides technical assistance to faculty, staff, and students by resolving technology issues, supporting classrooms and events, managing user access, and maintaining endpoint devices. The role also assists with IT projects and contributes to the reliability, security, and effectiveness of university technology services. Technology enables every aspect of the university's academic and operational mission. As a primary point of contact for technology support, the IT Support Technician impacts every department, program, employee, and student across the institution. This role helps ensure reliable access to learning platforms, communication tools, classroom technology, and critical business systems that support teaching, learning, and university operations.

Requirements

High school diploma or equivalent.
No prior professional experience required.
Knowledge of Windows and macOS operating systems.
Familiarity with Microsoft 365 and Google Workspace.
Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
Knowledge of identity and access management concepts such as MFA, SSO, and role-based access.
Ability to diagnose and resolve technical issues efficiently.
Strong verbal and written communication skills.
Ability to manage multiple priorities and work effectively in a fast-paced support environment.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to work collaboratively with students, faculty, staff, and technology team members.
Frequent keyboard and computer use.
Ability to lift and move equipment weighing up to 50 pounds.
Ability to perform detailed visual inspection of devices and technology equipment.

Nice To Haves

CompTIA A+ certification.
Microsoft Technology Associate (MTA), Microsoft Certified Professional (MCP), or similar certification.
Previous help desk, customer support, or technical support experience.
Experience with endpoint management platforms such as Intune, NinjaOne, or similar tools.
Basic scripting or automation experience.
Experience supporting AV or classroom technology environments.

Responsibilities

Diagnose and resolve hardware, software, account, and connectivity issues submitted through the IT service management system.
Meet established service level agreement (SLA) response and resolution targets.
Escalate complex issues to appropriate technical resources when necessary.
Provision, modify, and deactivate user accounts and permissions in systems such as Google Workspace, Okta, and Microsoft Entra ID.
Support onboarding, offboarding, and employee role changes while maintaining appropriate security controls.
Configure, image, deploy, and maintain computers and mobile devices.
Apply software updates, patches, and security configurations using endpoint management tools.
Install, troubleshoot, maintain, and repair desktops, laptops, printers, and related equipment.
Coordinate warranty service and vendor repairs when needed.
Track technology assets throughout their lifecycle.
Maintain accurate inventory records to support audits, planning, and budgeting processes.
Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
Document ticket resolutions to support consistent service delivery.
Provide technology guidance and training to faculty, staff, and students.
Promote cybersecurity awareness and communicate planned technology changes or outages.
Support classroom technology, conference rooms, video conferencing systems, and campus events.
Troubleshoot audiovisual equipment to minimize disruption to instruction and university activities.