IT Technology Support II

About the role

The University of Louisville School of Dentistry (ULSD) is seeking a qualified candidate for an IT Technology Support II position. This is a Tier 1 desktop support role, supporting all Staff, Faculty, and Students in clinical, academic, and administrative environments.

Responsibilities

• Deliver excellent customer service and support to our customers for university-owned hardware and software.
• Provide timely solutions and responses, prioritizing support requests based on severity, urgency, and customer needs.
• Provide first-line support to customers (Staff, Faculty and Students) with issues on the clinic floors in all locations concerning hardware failures and application issues.
• Maintain thin client infrastructure, monitor and manage SimpleMDM, purchase, image, and deploy PC's, Laptops, Tablets and MAC's, Monitors, Scanners and Printers, ensure all University owned devices have the latest security patches, updated OS’s and browsers.
• Maintain, update and support all software and applications installed on users ULSD issued PC's, Laptops and MAC devices such as, but not limited to, Citrix Workspace, ExamSoft, Bomgar, Dragon, iRis translation software, FloJo and GraphPad.
• Configure, support and act as 1st line support for ITS supplied software, such as, but not limited to Adobe Suite, MS office 365 and related products, Panopto, Respondus.
• Granting correct permissions to customers for file access and application access.
• Support all AV equipment in ULSD classrooms, conference rooms, teaching galleries (22) and at times locations at other areas on HSC.
• Track inventory and carry out routine inspections of all equipment and PC’s for optimization.
• Create, maintain, and update documentation on all aspects of IT within Dental Desktop/Helpdesk support.
• Facilitate Office moves for IT related equipment and reconnection of LAN ports/Phones as and when necessary.
• Support research lab equipment where necessary when devices are connected to PC’s.
• Assist with Digital Dentistry support where required, ensuring devices are documented, abiding by university policy and functioning for purpose with guidance from Apps team and Chair of Digital dentistry.
• Provide guidance and direction to all customers on cyber security in accordance with university policy.
• Guide customers with non-university owned equipment utilizing university software ensuring adherence to best practices and security protocols.
• Assist in project management and installation of retrofits and updates of hardware.
• Guide and support Tech Support Assistant and Program Assistant in Desktop support for customers as and when necessary.
• Field Initial queries with axiUm (EHR) questions and issues from customers, ensuring timely referral to the Apps team or manager.

Qualifications

• A High School Diploma/GED and a minimum of two (2) years of related experience or an equivalent combination of education and experience.
• CompTIA A+ Certification, CompTIA Network + CertificationITILThin Client support experience and management.
• Competent with AD, Azure and Intune.
• Proficient with MS 365 Suite of products.

Benefits

The University of Louisville offers an exceptional benefits package. For more information, please visit here.

Pay

Target Compensation Range: $19.51 - $29.27 per hour. Compensation will be commensurate to candidate experience.

Schedule

This is a Full-time position with regular daytime hours.