IT Support Technician

Continuing Education at the University of St. Michael's College in the University of Toronto · Indiana, United States · 6 days ago

Information Technology$40.91–$45.44/hrFull-time

This position is covered by the United Steelworkers “All Employee” Bargaining Unit.

About the Role

Reporting to the Information Technology Director, the incumbent provides technical support across network and security systems, desktop and laptop environments, peripheral devices, video conferencing and classroom technologies, telephony and VoIP systems, and mobile technologies. The role includes troubleshooting and repairing hardware, responding to IT support requests, managing phone and email inquiries, and preparing technical documentation. The position supports students, staff, and faculty with technical issues related to desktop, laptop, network, and remote access services, both on-site and remotely. The incumbent ensures timely resolution of issues or escalates them to appropriate technical personnel as required to maintain service continuity. The role also contributes to the operational maintenance of network infrastructure, including supporting switch and network room equipment, assisting with wiring diagnostics, and maintaining infrastructure documentation. The University operates in a fast-paced environment, and the incumbent is expected to demonstrate flexibility, responsiveness, and a strong service-oriented approach.

Responsibilities

Administer and maintain enterprise endpoint management platforms, including Microsoft Intune, device staging, imaging, deployment, and lifecycle management.
Install, configure, and support desktop and laptop systems, VoIP phones, and related hardware in accordance with institutional standards.
Support Microsoft Windows, Windows Server, macOS, and Microsoft 365 services (Office applications, Teams, OneDrive, SharePoint, Outlook, Active Directory).
Implement system upgrades, patches, and configuration changes; perform root cause analysis of hardware and software issues and coordinate vendor support as required.
Troubleshoot authentication, VPN, Microsoft account access, email, printing, and device connectivity issues while ensuring secure handling of confidential data and compliance with IT security standards.
Provide advanced operational support for LAN and WAN environments, diagnosing and resolving complex TCP/IP networking issues, including DNS, DHCP, VLAN configuration, IP addressing, subnetting, and wireless connectivity.
Configure and troubleshoot network switches, access points, VoIP infrastructure, and secure remote access technologies.
Ensure classrooms and meeting spaces are fully operational; configure, deploy, and support audiovisual and hybrid collaboration technologies, including Microsoft Teams and Zoom.
Diagnose and resolve classroom technology issues to minimize disruption to teaching.
Generate and distribute weekly classroom schedules and coordinate associated technology requirements.
Respond to, document, and resolve service requests through the ticketing system; provide professional technical guidance and maintain technical documentation and knowledge base resources.
Support operational technologies such as building automation, surveillance and video intercom systems.
Participate in IT projects and recommend service improvements.
Remain current with emerging Microsoft technologies, cloud services, and cybersecurity best practices.
Provide after-hours technical support as required.
Perform other duties as assigned.

Qualifications

Education

Diploma or degree in Information Technology, Computer Science, Networking, or a related discipline.
CCNA, CCNP, Aruba/HPE Networking, or another industry-recognized networking certification.
Experience or training in Building Automation Systems is an asset.

Experience

Minimum four (4) years of progressively responsible experience in a technically oriented, client-facing IT support role within a complex, networked environment.
Demonstrated experience supporting a broad range of computing devices and enterprise technologies, including Windows and macOS operating systems, Microsoft 365 applications, desktop and laptop systems, mobile devices (iOS and Android), and related peripherals.
Experience administering and supporting enterprise endpoint management platforms, including Microsoft Intune and Azure Active Directory.
Experience supporting Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
Experience using PowerShell scripting to support system administration, automation, configuration management, and troubleshooting.
Experience supporting collaboration and conferencing technologies in office and instructional environments, and hybrid meeting platforms.
Experience configuring and troubleshooting audiovisual and integrated presentation systems.
Experience using service management and remote support tools to deliver structured technical support.
Demonstrated competence in configuring and troubleshooting LAN/WLAN environments.
Proven ability to diagnose and resolve moderately complex networking issues involving TCP/IP, DNS, DHCP, VLANs, IP addressing, and subnetting using structured troubleshooting methodologies.
Demonstrated knowledge of audiovisual equipment, including video projection systems, video conferencing technologies, speakers, microphones, and related systems.

Other

Excellent written and verbal communication skills, with the ability to translate technical concepts into clear and accessible language for diverse audiences.
Demonstrated customer service orientation and the ability to interact professionally and tactfully with faculty, staff, students, and external partners.
Sound judgment and the ability to interpret and apply established policies, procedures, and technical standards.
Strong organizational skills with the ability to prioritize competing demands in a high-volume, fast-paced environment.
Proven analytical and problem-solving skills, including the ability to identify root causes and implement effective solutions.
Collaborative team contributor with a proactive approach and commitment to timely service delivery.
Demonstrated ability to independently research, learn, and apply new technologies and technical information.
Ability to safely install, move, and configure technical equipment.
Flexibility to adjust work schedules as required to support operational and event-related needs.

Pay

Hiring Rate: $40.91 (Band Range: $40.91 – $45.44 hourly / $74,456.20 – $82,700.80 annually)

Schedule

35 hours per week, full-time, in-person. After-hours technical support may be required.