Information Technology Support Technician

About the University

Located on a beautiful, seven-acre campus in Fullerton, California, MBKU is an independent, private, non-profit, accredited educational institution. MBKU is home to the Southern California College of Optometry, the School of PA Studies, College of Pharmacy and the Doctor of Medical Science Program (DMSc). MBKU owns and operates three health care centers at their clinical teaching facility, Ketchum Health, providing a vision center and PA medical clinic practice in Orange County and second vision center in Los Angeles.

Schedule

5hrs/day, Monday through Saturday.

Responsibilities

• Troubleshoot issues and provide technical support on:
  • User account access / password resets
  • Connectivity issues with client-side network
  • Software/Hardware setup on mobile/laptop/desktop devices
  • Software applications how-to and troubleshooting
  • General application support – informational requests or providing how-to education
• Document user how-to guides and inventory of technology hardware/software
• Research technology solutions to resolve issues or enhance IT Services
• Create training materials for MBKU Community
• Gathering and analyzing data for data reports or troubleshooting issues
• Supporting IT projects and initiatives
• Working within our IT ticketing system, IT Support Technician must be able to create and manage tickets with minimal supervision. This includes prioritizing tickets, promptly communicating with end users, and documenting resolutions.

Qualifications

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge

• Strong understanding and technical knowledge of PC and Apple operating systems and hardware.
• Technical proficiency with Microsoft Desktop software, including Windows 10/11, Office 365.
• Technical proficiency with Apple operating systems and software, including MacOS, IOS, Safari, Outlook/Office for Macs.
• Good understanding of networking protocols and how computers communicate via networking protocols.
• Able to efficiently work with an SLA based ticketing system in opening, escalating, communicating, closing tickets.

Skills & Abilities

• Excellent written, oral, and interpersonal communication skills.
• Strong customer service skills.
• Highly self-motivated, self-directed, and attentive to detail.
• Ability to effectively prioritize tasks for self in a complex environment.

Education & Experience

• High School degree or general education degree (GED) required.
• Associate or higher degree is preferred.
• 2+ years of experience in an IT support position within a company of at least 200 employees is required.

Benefits

MBKU provides an excellent benefits package including medical, dental, and life insurance, free vision exams, short and long term disability, generous paid time off plans, a university-sponsored retirement plan.