IT Technician II

University of Colorado•Aurora, CO

5d•$51,340 - $59,000•Hybrid

About The Position

The IT Technician II provides IT work unit activities, including setup and maintenance of desktop and /laptop PCs and Macs, printers, and peripherals, in accordance with established Office of Information Technology and CU Nursing Information Technology policies and procedures; problem diagnosis and resolution for computer software and hardware; assisting and educating end users regarding technology-related questions, problems, and policies.

Requirements

One (1) year of experience in desktop support, or a technology support role.
A combination of related education, formalized apprenticeship program, and/or certification will substitute for the required experience on a year-for-year basis.
Applicants must be legally authorized to work in the United States without requiring sponsorship.
Must be willing and able to lift up to sixty (60) pounds on an occasional basis.
Excellent written and oral communication skills.
Ability to work well in a team environment.
Ability to demonstrate initiative and be a self-starter/ self-motivated worker.
Demonstrated willingness to learn.
Windows knowledge.
Zendesk knowledge.
Mac OSX and iOS knowledge.
Office 365 knowledge.
Attention to detail.

Nice To Haves

Experience working in higher education or healthcare.
Experience working with the Zendesk ticketing system.
One (1) year of experience providing customer service via phone, email, and in-person.
Experience supporting Microsoft Office products and Windows
Experience Mac desktops and laptops, MacOS, and iOS.
One (1) year of experience troubleshooting IT issues, such as for networks, printers, and/or similar.

Responsibilities

Resolve or facilitate resolution of end-user questions and issues by providing "best practice -and acceptable answers" solutions for desktop, laptop, network, hardware, and software problems, at the client level, for College of Nursing end users via telephone (using remote assistance), e-mail, or in-person.
Set up new and re-image existing Windows and MacOS desktops and laptops for clients and/or labs. This includes installing operating systems, configuring network printers, updating computer drivers, and other peripherals that may be required.
Add/remove users to/from security and email groups via Active Directory (AD) and Office.365. This includes attending onboarding/offboarding meetings to know employees’ statuses and working with OIT to create or archive the users’ personal home drives, phone numbers, and mailboxes.
Coordinate with the Office of Information Technology (OIT) staff to perform problem analysis and achieve resolution of problems in a timely manner, and when appropriate and required, escalate to appropriate OIT department personnel to assist in resolution. Perform preventative maintenance duties on technology-related equipment and facilities to assure superior/trouble-free functionality.
Assign tickets to other team members to spread workload evenly among users.
Use provided issue tracking software (Zendesk), knowledgebase, and other resources to resolve and process requests for service, reviewing for accuracy and completeness; obtain additional information if necessary.

Benefits

Medical: Multiple plan options
Dental: Multiple plan options
Additional Insurance: Disability, Life, Vision
Retirement Plans: State pension (PERA Defined Benefit) or 401(a) - Employer contributes between 10%25 and 21.5%25 of your gross pay
Paid Time Off: Accruals over the year
Vacation Days: Between 12/year and 24/year (maximum accrual between 192 hours and 384 hours) – specific amount depends on length of total State of Colorado service
Sick Days: 10/year (360-hour maximum accrual)
Holiday Days: 15/year
Tuition Benefit: Employees have access to this benefit on all CU campuses
ECO Pass: Reduced rate RTD Bus and light rail service