IT Support Technician

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.

Qualifications

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.