IT Support Technician - Information Technology Services
About The Position
The IT Support Technician provides elevated, hands-on technology support for university employees, students, classrooms, events, and campus systems. This position independently investigates and resolves technical issues escalated beyond initial Help Desk support; troubleshoots Windows and macOS devices and applications; supports select enterprise systems; and assists with system upgrades and technology projects. The position develops documentation, procedures, and tools that improve IT support operations and works directly with technical and non-technical users to provide responsive, professional customer service while taking ownership of problems through resolution or appropriate escalation. This hands-on role offers opportunities to build experience in advanced troubleshooting, enterprise technology support, system upgrades, projects, and service improvement.
Requirements
- Bachelor’s degree in information technology, Computer Science, Information Systems, Business, a related field, or equivalent experience.
- Experience providing customer services in IT support, Help Desk, or a related technical role
- Demonstrated experience with Microsoft Windows and/or Apple macOS operating systems, along with Microsoft Office applications (Word, Excel, Outlook, and PowerPoint)
- 2+ years of ServiceNow or other IT service management tools experience
- Experience documenting processes, procedures, and/or user support guides.
- 2+ years of technical support technical expertise (advanced troubleshooting) in enterprise IT environments, including Windows, macOS, mobile devices, project involvement, collaboration tools, network printing, and business-critical applications
- Ability to interact respectfully with people with diverse socioeconomic, cultural and ethnic backgrounds
- Willingness and ability to be an active participant in following applicable safety rules and regulations including necessary training and drills.
Nice To Haves
- One or more years of experience with Microsoft MECM, Intune, and/or Jamf for enterprise device management
- Experience supporting instructional technologies such as learning management systems, streaming media, Webex, Teams meetings, Zoom
- Experience supporting instructional technology hardware such as lab and classroom AV technology, cameras, recording equipment, sound equipment, microphones, and other event support equipment
- Experience with inventory and asset management tools and processes
Responsibilities
- Troubleshoots and resolves escalated complex technical problems for various products and services independently
- Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures
- Documents inquiries and responses and recommends procedural improvements to unit leadership
- Develops operational procedures to improve customer satisfaction and promote efficiency
- Provides first level support for select university systems
- Provides technology support for university events as needed
- Trains staff on operational work procedures to ensure adherence to existing policies
- May plan, schedule, assign, and review work of individuals or for a defined project, program, or function
- May require adjustment to regularly scheduled hours to meet university needs.
- All other duties as assigned by the CIO or Deputy CIO
Benefits
- Excellent benefit package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
