Onsite IT Support Technician

WHAT YOU’LL DO

The Onsite Support Technician will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

• Provide face-to-face technical support on campus for faculty, staff, and students.
• Troubleshoot hardware, software, connectivity, and account access issues
• Perform device diagnostics, maintenance, and repairs for university-owned equipment
• Assist with setup and configuration of devices, applications, and university systems
• Provide user guidance on university technology resources and services in a professional and customer-focused manner.
• Create and maintain support documentation, knowledge base articles, and troubleshooting guides in the appropriate tracking and incident management systems
• Collaborate with management, Global Helpdesk, and technical teams to ensure efficient issue resolution.
• Coordinate with other ITS departments for issue resolution
• Monitor and escape complex issues to Client Support Leads or specialized technical teams

• Update knowledge base articles for common issues and solutions
• Develop self-help resources and user guides for clients
• Identify recurring issues and suggest process improvements
• Contribute to the maintenance of technical documentation
• Maintain accurate records of technology equipment within asset management systems

• Conduct one-on-one and small group training sessions on university technologies
• Develop and nurture relationships with the university community to encourage technology adoption
• Promote awareness of Tech Bar services and self-service resources
• Participate in technology outreach events and initiatives

• Stay current on emerging technologies and best practices
• Participate in training to maintain and enhance technical skills
• Documenting technical solutions and updating knowledge bases

• AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements

• Windows 10/11 (imaging, troubleshooting, Group Policy basic and etc.)
• macOS (basic troubleshooting, Apple device management awareness and etc.)
• Device enrolment and Decommissioning.

• Active Directory (Account Creation, password resets, account lockouts, group membership and etc.)
• MFA troubleshooting (Microsoft Authenticator, Duo, etc.)Basic understanding of SSO issues.

• Outlook (profile issues, mailbox troubleshooting, calendar sharing and etc.)
• Teams, SharePoint, One Drive (sync issues, Group Management, permissions and etc.)

• Knowledge of tools like Intune, JAMF and Ninja One (enrolling devices, pushing policies, remote troubleshooting and etc.)
• Basic patch management awareness (Windows Update, macOS updates, and Third-party application )

• Wired/Wireless connectivity troubleshooting (Wi
  - Fi, VPN client issues and etc.)
• Basic understanding of DNS/DHCP for troubleshooting (not administering)
• Printers (Papercut) & network device setup and troubleshooting

• Add, maintain and retire asset from the Fleet.
• Keep asset Records up to date at all time.

• Working understanding of cybersecurity best practices of phishing awareness, endpoint protection status checks, and secure handling of user data and access requests
• Awareness…