IT Technician

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $22.13 per hour, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

Working under general supervision, the IT Technician will manage, and support information technology resources, services, and systems at Case Western Reserve University. The IT Technician will document, implement, and follow existing procedures to create and maintain an efficient technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires in depth knowledge of elevated service user areas.

Excellent customer service, problem solving, and technical skills. The position works with faculty, staff, and students. The technician will primarily be dedicated to assisting the faculty and staff of the School of Medicine with their technology issues.

• Investigate, troubleshoot, and solve hardware and software issues. Periodically review system configuration protocols and edit existing procedures and/or create new procedures as a result of the development of new technologies from vendors or the industry. Provide basic and advanced technical support for desktop and notebook computers, printers and tablets including, but not limited to, the replacement of motherboards, PCI cards, and other circuit boards when appropriate.
  
  Initiate and manage a preventative maintenance program for staff computers. Provide support for Apple computers and current hardware and software. Support networked and local printing devices. (25%)
• Provide advanced support for, but not limited to, the following software applications, recent Windows OS, Microsoft Office, Internet Explorer, Outlook, Symantec, Google Chrome, Google Drive, etc. Provide or identify appropriate support for other software applications as needed. (20%)
• Actively and independently research, investigate and test new hardware and software applications, and make recommendations to ensure administrative offices are using the best and most cost-effective technologies. Assist with and supervise the periodic collection of hardware inventory and ensure that the inventory database is correct and up to date. Orient and train student employees. (20%)
• Perform initial needs analysis and provide recommendations when staff request new or replacement equipment. Set up and supervise the delivery of newly purchased computers to users’ offices. Ensure that new computers are set up and function properly on the network. Provide introductory software training at the user s desk after installing new applications or at the request of the user. Install additional advanced software packages as needed.
  
  (10%)
• Work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation, build a team identity and commitment. (10%)
• Collaborate with the Director of SOM IT, the Manager of IT Operations and the Server and Database Administrator on special projects for the School of Medicine (e.g., research, evaluate and recommend the best software to support the needs for SOM IT). (10%)

Perform other duties assigned. (5%)

Departments and individuals
:
Continuous contact with departmental staff and student employees in support of client assistance regarding status and resolution of client issues. Close contact with the UTech Help Desk regarding status and resolution of client issues. University:
Frequent contact with all office staff in other administrative offices within the School of Medicine in order to support their technological needs. External:
Infrequent contact with a variety of technology product vendors including but not limited to Dell, Microsoft and other vendors to obtain…