IT Support Technician

IT Support Technician

This position provides frontline technical support for faculty staff and students within the College of Nursing. The role assists with troubleshooting computers software peripherals classroom technology audiovisual equipment and other common technology issues. Responsibilities also include workstation setup equipment deployment classroom and meeting technology support employee onboarding and offboarding and routine technology maintenance. The position works under the direction of College IT staff and escalates issues requiring advanced technical or administrative access. The ideal candidate should have foundational IT knowledge strong troubleshooting and customer-service skills and the ability and willingness to learn College and university technology systems. Relevant education technical training certifications internships help-desk experience or hands-on technology experience may be considered.

Frontline Technical Support 45%

• Provide frontline technical support to faculty staff and students in person remotely and through the Colleges service-request process.
  
• Diagnose and resolve issues with Windows and macOS computers software/applications user accounts and authentication printers peripherals network connectivity monitors docking stations keyboards mice mobile devices and other College technology.
  
• Support workstation setup equipment replacement technology deployments employee onboarding/offboarding office moves and routine technology needs.
  
• Document work performed and escalate issues requiring advanced troubleshooting administrative access or additional IT support.
  

Classroom AV & Conferencing Support 25%

• Provide frontline support for classroom conference-room and audiovisual technologies.
  
• Support and troubleshoot displays projectors microphones cameras speakers conferencing systems presentation equipment and related technologies.
  
• Troubleshoot common classroom and meeting-room technology issues and escalate complex equipment or infrastructure problems.
  
• Assist College IT staff with technology support for meetings instructional activities livestreams hybrid events and other College activities.
  
• Perform routine equipment checks and ensure classrooms and meeting spaces are ready for use.
  

Endpoint & Device Support 20%

• Assist with the setup deployment maintenance and support of Windows macOS and mobile devices.
  
• Prepare computers for deployment install approved software configure peripherals and perform routine software and operating-system updates.
  
• Assist with device enrollment computer/equipment replacement and deployment device configuration troubleshooting and equipment functionality verification.
  
• Maintain standardized workstation configurations and assist with technology inventory and equipment tracking.
  
• Perform routine tasks in Microsoft Intune Jamf Active Directory and other enterprise management platforms based on assigned access and under the direction of College IT staff.
  

Technology Operations & Team Support 10%

• Assist College IT staff with technology projects equipment deployments technology refreshes inventory activities documentation and other operational needs.
  
• Follow established IT procedures and technical documentation and document newly identified issues and solutions.
  
• Collaborate with College IT staff and university technology partners escalating issues outside assigned responsibilities or technical expertise.
  
• Perform other related duties as assigned.
  

Education and Certifications:

• High school diploma or equivalent and demonstrated knowledge or experience supporting computers technology or end users.
  

Required Skills:

• Basic knowledge of computer hardware software operating systems and peripherals.
  

• Ability to troubleshoot common computer and technology problems.
  

• Familiarity with Windows environments
  

Preferred Skills:

• Associate degree or technical certification in Information Technology Computer Science Information Systems or a related field.
  
• Familiarity with Windows 10/11 macOS and Microsoft 365.