IT Infrastructure Engineer

The IT Specialist reports to the IT manager in the IT department and serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing frontline technical support, resolving IT issues, and ensuring a high level of customer satisfaction. Oculus

IT is the higher education industry’s customer-centric, high-touch IT services partner of choice. We help institutions drive competitive advantage by empowering them with cost leadership, responsive and flexible IT solutions, managed ERP, security services, infrastructure services, and 24x7x365 support. This position will be responsible to support a higher education institution customer.

• End-User Support:
  Provide technical support for hardware, software, and network issues through various channels such as phone, email, chat, or in-person.
• Incident Handling:
  Accurately logging and documenting service requests and incidents, prioritizing and managing service desk tickets, and escalating complex issues to higher level support teams when necessary.
• Problem Solving:
  Diagnosing and resolving technical issues through troubleshooting, researching solutions, and implementing fixes for recurring problems.
• Customer Service:
  Ensure a high level of customer satisfaction by providing courteous and expert-level support, communicating clearly with end-users, and following up to ensure issues are resolved.
• Provide day-to-day support for AV systems in classrooms, conference rooms, and events.
• Set up, operate, and troubleshoot equipment such as projectors, displays, microphones, speakers, and conferencing tools (Zoom/Teams).
• Support live and hybrid events with minimal disruption.
• Perform preventive maintenance and regular testing of AV systems.
• Knowledge Base Maintenance:
  Contributing to the knowledge base by documenting solutions, troubleshooting procedures, and best practices.
• ITSM Tool Utilization:
  Using IT service management (ITSM) tools to manage and track service requests and incidents, ensuring accurate and up-to-date documentation.
• Cross train with other IT support team members to provide the institution with continuity of support.
• Assist remote teams with the management, maintenance and support of the institution’s IT systems and infrastructure.

• Technical Knowledge:
  Understanding of computer hardware and software systems, including operating systems, applications, and basic networking concepts.
• Troubleshooting
  
  Skills:
  
  Ability to diagnose and resolve technical issues effectively, including hardware and software problems.
• Communication
  
  Skills:
  
  Strong verbal and written communication skills to interact with users and colleagues effectively, explaining technical concepts clearly.
• Customer Service
  
  Skills:
  
  Commitment to providing excellent customer service, patience, and the ability to listen attentively to user concerns.
• Analytical and problem-solving skills to identify and resolve issues efficiently.
• Manage workload effectively, prioritize tasks, adhere to service level agreements (SLAs).
• Ability to work effectively with other IT professionals to resolve complex issues.
• Time management, realistic deadlines manage expectations, listening skills, positivity, discretion, adaptability, flexibility and problem-solving.
• Work collaboratively with diverse groups of faculty, administration and staff.
• Ability to work evenings and weekends if necessary.
• Understand and participate in change and project management.
• Adept in handling confidential information.
• Capacity to exercise sound judgment in a fast-paced work environment.
• Comfort with ambiguity and limited instruction when needed.
• Analytical, problem-solving, and interpersonal skills.

• Experience working as an IT help desk technician or similar customer support role.
• Experience working in a Managed Services Provider (MSP) environment.
• Familiarity with remote monitoring and management (RMM) and PSA tools.
• Relevant IT certifications (e.g., CompTIA A+ or equivalent).
• Associate or bachelor’s degree in a related field.
• Experience creating a positive experience for all users within an organization.