IT Field Support Technician II

The IT Field Support Technician II provides escalation-level technical support for endpoint devices, including installation, advanced troubleshooting, and maintenance of computing and audio-visual (AV) technology across campus environments. This role resolves complex technical issues, supports IT projects, and assists with technology deployments. Additionally, this position mentor's junior technicians and collaborates with cross-functional IT teams to enhance service delivery. Other duties may be assigned as needed.

Provides installation, configuration, and advanced troubleshooting for computing, audio-visual (AV), and endpoint technologies across campus environments. Leads technical support for live events, media capture, and web broadcast services, ensuring seamless operation of AV and IT systems. Manages and resolves escalated incidents and service requests within defined SLAs, collaborating with cross-functional teams as needed. Assesses user needs and technical requirements to ensure IT solutions align with institutional goals, working closely with project and business relationship teams when necessary. Develops and maintains technical documentation, including system schematics, knowledge base articles, and user guides. Tests and validates new hardware, software, firmware updates, and security patches before deployment, ensuring system compatibility and stability. Supports IT projects by providing technical expertise in deployments and system integration, ensuring successful implementation of new technology solutions. Works with vendors during installations to ensure compliance with institutional standards and high-quality service delivery. Adheres to and enforces IT policies and security protocols related to endpoint devices, software, and system configurations. Mentors and trains junior IT Field Support Technicians, sharing best practices and fostering team development. Continuously engages in professional development, pursuing certifications and training to enhance technical expertise. Performs other duties as assigned.

Associate degree from an accredited institution and two years of experience in technology support. A combination of completed college-level coursework, technical certifications (e.g., CompTIA A+, Google IT Support, CTS), and/or relevant experience may substitute for the degree. ITIL v4 Foundation certification required within nine months of hire. A valid driver's license and a clean driving record to support travel between campuses.

Preferred Qualifications:

Bachelor's degree from an accredited institution. Four years of experience in technology support, with an emphasis on audio/visual support and IT field services in a higher education environment. Additional relevant certifications, such as CompTIA A+, Network+, CTS (Certified Technology Specialist), or Microsoft certifications.

Knowledge, Skills, Abilities, and Worker Characteristics:

Technical Proficiency

• Advanced knowledge of installing, configuring, maintaining, and troubleshooting endpoint devices, network-connected peripherals, and classroom AV technology.
• Proficiency in audio and video signal processing, video conferencing systems, and AV control systems for classrooms and meeting spaces.
• Familiarity with enterprise IT systems administration and endpoint management tools to support campus-wide technology infrastructure. Software and Hardware Expertise
• Experience with software deployment and patch management tools used for system updates and security compliance.
• Ability to test, evaluate, and provide feedback on new hardware and software technologies before enterprise-wide distribution.
• Strong understanding of operating systems, productivity software (Microsoft Office Suite, Google Workspace), and IT asset management platforms. Networking and Systems Fundamentals
• Working knowledge of LAN/WAN fundamentals, network topologies, and network administration best practices.
• Experience troubleshooting network connectivity issues, remote access configurations (VPN, RDP), and endpoint security policies.
• Familiarity with enterprise authentication, directory services, and cloud-based management solutions Problem-Solving and Analytical Skills
• Strong troubleshooting skills with the ability to diagnose and resolve complex hardware, software, and network issues.
• Ability to analyze system performance, identify recurring technical problems, and recommend solutions to improve IT service efficiency.
• Proficient in reviewing and interpreting technical documentation, schematics, and system logs. Communication and Customer Engagement
• Ability to communicate technical concepts clearly and effectively to both technical and non-technical audiences.
• Provides escalation-level support and guidance to junior IT Field Support Technicians.
• Strong customer service mindset with the ability to manage end-user expectations, provide timely updates, and ensure high-quality support experiences. Organizational and Project Support
• Strong organizational and time-management skills, with the ability to prioritize multiple assignments and adapt to changing priorities.
• Works collaboratively with cross-functional IT teams, including project managers and business relationship managers, to support technology implementations.
• Provides technical expertise and field support for IT projects, including equipment refreshes, AV installations, and campus-wide technology upgrades.