It Professional Assoc

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Posting Number: S14510P

Working Title: IT PROFESSIONAL ASSOC

Department: Franklin-Deans OIT

Classification

Title:

IT Support Technician II

Position Summary: This position will utilize industry standard tools to deliver high quality proactive support to desktops, laptops, computer labs, and technology-enhanced classrooms, meeting and anticipating the needs of faculty and staff within supported units. The ideal candidate will work as part of a team, develop and maintain relationships with supported faculty and staff, and collaborate with senior team members to manage these relationships.

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

• 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/colleagues and routine tasks in a ticketing system
• Maintain productivity by collaborating with team members as appropriate
• Proficiency in finding and applying knowledge and demonstrates learning agility to adapt to new information and situations
• Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals
• 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, utilize conflict management techniques to resolve disputes
• Interact and build relationships with departmental leadership under the tutoring 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 work day
• Participate in a college‑wide call center; provide assistance over the phone to clients across the college
• Be receptive to training, coaching, and development from team members
• Complete assigned tasks for workflows and processes within assigned team and/or services
• Commitment to cooperation and teamwork, working collaboratively with colleagues to achieve common goals
• Maintain a service orientation by prioritizing the needs of others and delivering exceptional support
• With supervisor oversight, evaluate and propose new ideas to improve teamwork and overall cohesive work efforts

• Demonstrate initiative in planning and organizing work within scope
• Participate in decision making and problem solving at the assistant level
• Demonstrate alignment with Franklin OIT policies, and priorities
• Provide feedback on standards and consult best practices
• Engage with other colleagues and management to explore new technology, recommend alternative…