IT Support Level 2

About the role

Under the direction of the IT Director, the IT Support position provides support for the daily activities of the local IT Support Team across the Lawrenceburg and Madison campuses. The role involves hardware and software support, classroom IT assistance, limited network/server tasks, helpdesk case management, documentation development, and participation in projects and security initiatives while maintaining a professional, cooperative demeanor.

Responsibilities

• Support general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment.
• Assist staff, faculty, and students with the operation of classroom IT and instructional equipment.
• Perform limited network and server-related support as needed in cooperation with the IT System Administrator and/or IT Network Administrator.
• Conduct all activities with appreciation and respect for diversity of people, styles, and views.
• Provide technical and user support and guidance in a positive and cooperative manner, exhibiting a friendly, professional appearance and demeanor at all times.
• Process IT Helpdesk cases/incidents to ensure timely resolution within SLA and complete, respectful documentation; reach out to supervisor for questions or escalation as needed.
• Provide end-user support covering desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, and VoIP issues.
• Utilize additional communication methods (phone, face‑to‑face) when processing