IT Technician II

About the role

The IT Technician II provides IT work unit activities, including setup and maintenance of desktop and /laptop PCs and Macs, printers, and peripherals, in accordance with established Office of Information Technology and CU Nursing Information Technology policies and procedures; problem diagnosis and resolution for computer software and hardware; assisting and educating end users regarding technology-related questions, problems, and policies.

Responsibilities

• Computer Support and Ticket Resolution (35%)
  Resolve or facilitate resolution of end-user questions and issues by providing "best practice-and acceptable answers" solutions for desktop, laptop, network, hardware, and software problems, at the client level, for College of Nursing end users via telephone (using remote assistance), e-mail, or in-person.
• Hardware and Software Support (25%)
  Set up new and re-image existing Windows and MacOS desktops and laptops for clients and/or labs. This includes installing operating systems, configuring network printers, updating computer drivers, and other peripherals that may be required.
• Onboarding and Offboarding Users (10%)
  Add/remove users to/from security and email groups via Active Directory (AD) and Office.365. This includes attending onboarding/offboarding meetings to know employees’ statuses and working with OIT to create or archive the users’ personal home drives, phone numbers, and mailboxes.
• Career Development (5%)
  Coordinate with the Office of Technology (OIT) (5%) to perform problem analysis and achieve resolution of problems in a timely manner, and when appropriate and required, escalate to appropriate OIT department personnel to assist in resolution.
• Perform preventative maintenance duties on technology-related equipment and facilities to assure superior/trouble-free functionality.
• Assignment and Updating Zendesk Tickets (5%)
  Assign tickets to other team members to spread workload evenly among users Use provided issue tracking software (Zendesk), knowledgebase, and other resources to resolve and process requests for service, reviewing for accuracy and completeness; obtain additional information if necessary.

Qualifications

• One (1) year of experience in desktop support, or a technology support role.
• Experience working in higher education or healthcare.
• Experience working with the Zendesk ticketing system.
• Experience providing customer service via phone, email, and in-person.
• Experience supporting Microsoft Office products and Windows.
• Experience Mac desktops and laptops, MacOS, and iOS.
• Experience troubleshooting IT issues, such as for networks, printers, and/or similar.