Position Description IT Support Technician

REPORTS TO

DIRECTOR

OF INFORMATION TECHNOLOGY STATUS

FULL-TIME, EXEMPT, SALARIED Under general supervision, the IT Support Technician provides technical software, hardware and network problem resolution to all campus computer users by performing question/problem diagnosis and guiding users through step-by-step solutions. The IT Support Technician is to clearly communicate technical solutions in a user-friendly, professional manner and will assist other IT personnel and perform work related to various technical systems, as required.

RESPONSIBILITIES

Fields all IT help desk calls/tickets and creates the initial record of the request. Monitors and manages the Tech Support email and calendar. Identifies, diagnoses and resolves various technical problems for users of the campus community. Documents solutions and provides feedback for improvement upon departmental and campus technology, solutions and processes. Delivers, sets up and assists in the configuration of end-user PC desktop hardware and software. Provides initial software support for campus LMS and ERP system, as required. Provides assistance with server, storage, network, telephony, audio/video, security and other related equipment, as needed. Provides on-call and after-hours support on an as-needed basis. Coordinates with campus constituents regarding event requests, providing and supporting required technical equipment. Assists with and provides support for new student orientation procedures. Directs and manages IT Interns with guidance from the Director of Information Technology Other duties as assigned by the Director of Information Technology.

PREFERRED QUALIFICATIONS & KEY COMPETENCIES

Possesses ability to: deliver technical customer support over the phone or in person; identify, troubleshoot and resolve a wide range of level one technical computer-related problems.

Possesses knowledge of:

desktop operating systems, various software applications and basic hardware forthe PC; principles and theories of network systems and management; Internet technologies and products. Server/directory administration and configuration experience preferred. Must be comfortable with presenting and conducting training/orientation sessions for students, staff and faculty, as needed. Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking. Creative, strategic, thoughtful, and has a sense of humor. Ability to work well as part of a team, as well as across academic and administrative departments. Able to maintain strict confidentiality and professional conduct.