It Professional Assoc

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• Title:
  
  IT Support Technician II
• Classification: FLSA Non-Exempt, Full‑Time (FTE 1.00)

• High school diploma or equivalent and 2 years of related experience

(None listed)

This position delivers proactive, high‑quality support to desktops, laptops, computer labs, and technology‑enhanced classrooms for faculty and staff within Franklin College. The role includes maintaining relationships with supported users, consulting with senior team members, and contributing to the design and review of technical processes.

• Basic problem‑solving and troubleshooting skills
• Experience with standard desktop and laptop computers, peripherals, and operating systems
• Basic knowledge of TCP/IP wired and wireless networking
• Familiarity with common productivity and security applications
• Contributions and assistance with designing new and reviewing current technical processes

• Meet agreed upon objectives and tasks for supported services
• Complete routine requests in a timely manner
• Create a seamless experience for clients
• Perform at a consistently high standard
• Participate in an annual performance development process
• Use data and critical thinking to make well‑judged decisions that enhance processes
• Reliably and dependably participate regularly in helpdesk operations, M‑F 8AM‑5PM
• Work with team members to address gaps in coverage with supervisor input

• Set and meet realistic goals
• Effectively manage time and stay on‑task
• Document interactions with clients and colleagues in a ticketing system
• Maintain productivity by collaborating with team members as appropriate
• Proficiency in finding and applying knowledge and demonstrate learning agility to adapt to new information and situations
• Actively share and contribute insights with colleagues
• With supervisor input, work with the team to help identify ways to improve processes and productivity

• Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers
• Promote positive morale and serve as a positive representative of Franklin OIT
• Attend department and college activities
• Serve as an example for colleagues
• Demonstrate professionalism and clarity in written and verbal communications
• Demonstrate active listening skills to effectively understand and address concerns, utilizing conflict management techniques to resolve disputes
• Interact and build relationships with departmental leadership under the supervision of your supervisor

• Demonstrate personal accountability and avoid blaming others
• Participate in the usage and implementation of college‑wide tools and standards
• Contribute to the development and support of services which have a college‑wide scope
• Be available and proactive in assisting co‑workers and clients during the workday
• Participate in a college‑wide…