IT Client Technology Support Technician

Primary Purpose

Under direct supervision, provide accurate and timely technical support services to students, faculty and staff via telephone, chat, email, remotely and at desk side. Resolve support issues of a basic technical nature with varying degrees of priority. Address incidents within predetermined service levels, requiring the ability to multi‑task and prioritize.

Non‑Exempt

Hourly

• Installs and maintains hardware systems for faculty and staff to ensure technology resources are properly functioning.
• Repairs and troubleshoots technology issues at the sites and remotely, ensuring problems are resolved in a timely manner.
• Provides first‑line, basic support for the installation, configuration, maintenance and support of hardware and software for desktops, laptops, wireless and cellular devices, Windows‑based servers, peripherals, videoconferencing, LANs, WANs and digital media.
• Provides support at all facilities including classrooms, offices, clinics, videoconferencing classrooms, and all university locations on campus or off.
• Resolves issues for students, faculty, and staff encountering hardware, software and other problems relating to technology.
• Inspects and recommends maintenance of technology equipment housed in university facilities including offices, classrooms, computer labs, and clinics, as assigned.
• Creates, logs, updates, and resolves technology tickets using appropriate ticketing system in a timely manner.
• Assists with the relocation of computers and other technology equipment within university facilities to other locations on and off campus.
• Assists with proper removal and disposal of technology from the university.
• Completes special projects as assigned.
• Performs other duties as assigned or required.

Knowledge:

• Basic knowledge in the safe use of various tools utilized for technical troubleshooting, repair and support including software and hand‑tools.
• Basic knowledge of computer and audiovisual systems, Active Directory, and network.
• Basic knowledge of computer and audiovisual equipment and deployment of associated technology.
• Basic knowledge of computer hardware and software, including applications and programming.

Skills:

• Time Management – Basic skills in managing one's own time.
• Active Listening – Proficient skills in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking – Basic skills in talking to others to convey information effectively.
• Critical Thinking – Basic skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Complex Problem Solving – Basic skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Excellent customer service skills.

Abilities:

• Ability to troubleshoot and resolve technical issues with audio‑visual, computer and associated network components.
• Ability to adapt to new technologies quickly and resourcefully to provide technical support for new technology solutions.
• Ability to lift, pull and push objects weighing up to 50 pounds and to climb ladders.
• Ability to drive.
• Ability to communicate effectively with others.
• Ability to work cooperatively with colleagues and supervisory staff at all levels.

Physical Requirements and Working Environment:

• Speech Recognition – Must be able to identify and understand the speech of another person.
• Speech Clarity – Must be able to speak clearly, so others can understand you.
• Near Vision – Must be able to see details at close range (within a few feet of the observer).
• Travel – Must be able to travel on a daily and/or overnight basis.
• May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
• May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, mobile devices, and computer keyboards.
• Must be able to lift, pull and push objects weighing up to 50 pounds and to climb…