Information Technology Support Technician

About the role

Under Direct Supervision provides accurate and timely, technical support services to students, faculty and staff via telephone, chat, email, remotely and at desk side.

Responsibilities

• Resolves support issues of a basic technical nature with varying degrees of priority.
• Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize.
• Installs and maintains software systems for faculty and staff to ensure technology resources are properly functioning.
• Repairs and troubleshoots computer equipment at the site to ensure problems are resolved timely.
• Provides first-line, basic support for the installation, configuration, maintenance and support of hardware and software for desktops, laptops, wireless and cellular devices, Windows-based servers, peripherals, videoconferencing, wireless, LANs, WANs and digital media.
• Provides support at all facilities including smart classrooms, electronic classrooms, offices, clinics, videoconferencing classrooms, and all University locations on campus or off, as required.
• Resolves issues for faculty and/or staff encountering hardware, software and other problems relating to technology resources.
• Inspects and recommends maintenance of equipment housed in University facilities: offices, smart classrooms, electronic classrooms, videoconferencing classrooms and clinics, as assigned.
• Uses appropriate departmental software to log and track user requests and problem reports in a timely manner.
• Provides customer service and technical support to the community remotely and on-site.
• Moves PCs and other technology equipment within University facilities to other locations on and off campus.
• Performs other duties as assigned.

Requirements

• Ability to lift objects weighing up to 50 pounds and to climb ladders if required.
• Excellent oral and written communication skills.
• Ability to work collaboratively with other technology support units within OIIT and throughout the University community.
• Possess the required skills, knowledge, and experience to effectively manage technical support functions including but not limited to the installation, configuration, maintenance and support of hardware and software at facilities on and off campus, as required.
• Information gathering and monitoring skills, including the ability to prepare reports while maintaining confidentiality.
• Takes initiative, is flexible, and provides great attention to detail and accuracy.
• Possesses advanced computer skills and is able to train others.
• Knowledge of accounting and database maintenance and/or call accounting software.
• General knowledge of cellular services.