Information Technology Consultant

Working Title Information Technology Consultant 2

Position Type Classified

Classification Title Information Technology Consultant 2

College/Division Finance and Administration

Position Terms/Mo12

Appointment FTE (%) 1.0

Exempt/Non-Exempt Non-Exempt

Position Summary

This position provides comprehensive application, hardware, and classroom/AV technology support for students, faculty, staff, and administration, resolving service requests across desktop and mobile computing, office automation tools, classroom technology, applications, endpoint security, and user-facing systems and networking. The role diagnoses and resolves complex technical issues, exercises sound judgment in independently handling or appropriately escalating Tier 3, business-critical, or sensitive problems, and communicates technical information clearly and professionally to non-technical users at all levels of the University.

In addition to day-to-day support, the position participates collaboratively inITStechnology decisions, including the evaluation of new technologies and the planning, testing, training, and implementation required for successful organizational adoption. Operating in a fast-paced, inclusive environment, the role contributes to continuous improvement of service desk processes, mentors and trains student workers, and relies heavily on independent judgment with critical attention to customer relationships.

Strong problem-solving, time-management, and collaboration skills, along with a passion for IT, customer service, and initiative as both an individual contributor and a team member, are essential to success in this position.

Requirements, Per Classification:

This classification requires a basic foundation of knowledge and skills of technology and information systems generally obtained through an AA degree in computer science, information systems, educational technology, communications, or related fields, or similar certified course work in applicable fields of study and at least one year of related work experience. For examples of typical skills for each core function, please visit(Use the "Apply for this Job" box below)./111.

Additional Requirements

• Proven experience providing high-quality customer service as a service desk technician, addressing tier 1 and tier 2 service requests.
• Working knowledge of office automation products, device and application security, system and networking issues as they apply to the user experience.
• Broad understanding of computer systems, mobile devices, classroom technology, and other technical products.
• Ability to diagnose and resolve moderately complex (tier
  2) technical issues that span multiple service areas, applications, or user communities.
• Exercise judgement necessary to escalate tier 3, business critical or sensitive tickets to the appropriate resource.
• Ability to effectively and respectfully work, communicate, and collaborate in diverse, multicultural, and inclusive settings.
• Excellent oral and written communication; high degree of competency in communicating technical issues to non-technical individuals.
• Possess the level of professionalism necessary to serve all levels of the University.
• Ability to evaluate the efficacy of service desk processes and propose improvements.
• Ability to move objects weighing up to 50 pounds.

Preferred Qualifications

• A passion for IT and for providing customer service in a way that builds strong relationships and garners support and respect for university processes and assets.
• Enjoys a fast-paced work environment, able to move with agility between tasks, willing to train and mentor, and displays the confidence to engage as an influencer within
  
  ITSand with customers.
• Is self-directed and takes initiative both as an individual contributor andITSteam member.
• Provide training and mentoring for student workers with ease.
• Maintains a positive and proactive attitude toward work, customers, and the University as a whole.
• Displays integrity and accountability.
• Excellent problem-solving skills
• Manage time effectively to maximize outcomes and meet deadlines.

Applications are exclusively accepted through the Oregon Tech Job Board. To view the full posting and/or apply, please visit: /7280