IT Operations Technician

Overview

IT Operations Technician

Job Location:

Lasell University - Newton, MA

Position Type:
Full Time

Education Level: Bachelor’s Degree

Salary Range: $30.00 - $33.00 Hourly

This position is 100% based on-campus in Newton, MA.

Job Title:

IT Operations Technician

Division:
Administration and Finance
Department:
Information Technology

Reports to:

IT Operations Manager

Employment Status: 40 hours per week

The IT Operations Technician is primarily responsible for effective support, preventative maintenance, and consultation for the following areas: faculty and staff desktop technology for technology issues and requests including desktop computers, laptops, mobile devices, printers, copiers, software (including installs), helpdesk call and ticket monitoring, student worker coordination, basic network troubleshooting, digital and analog audiovisual/multimedia systems and services; event and meeting space technology;

event planning, coordination, and support; conferencing and collaboration services (e.g. video, web, and teleconferencing); videography and streaming services; lecture and content capture services and many other devices.

• Answer phone/email/ticketing requests for support and log all support requests in the ticketing system
• Computer setup for new hires, moves, and changes (file migration, user preferences, etc.)
• Deploy and maintain network printers
• Provide "fixes" and modifications of installed software
• Assist Infrastructure technicians by providing basic networking troubleshooting and assistance in hardware repair/replacement
• Troubleshooting and maintain classroom and multimedia technologies and AV equipment
• Provide AV setup and support for events and meetings
• Maintain public and lab computing spaces
• Collaborate on the creation and testing of computer/OS images for faculty and staff computers
• Utilize Intune to display software packages and updates
• Create and maintain knowledge base articles
• Responsible for asset management and physical & digital security of desktop and mobile technology
• Maintain Physical Security of computers
• Provide guidance and support to IT student workers
• Diagnose & replace computer components
• Other duties as assigned

Education level:
Bachelor’s degree in Information Technology field or 2 years relevant work experience.

Technology skills:

• Comprehensive understanding of PC and Mac hardware and experience performing substantial repairs on desktop computers and laptops
• Intermediate (2+ years) PC/Mac/Printer Hardware configurations and troubleshooting
• Experience installing and troubleshooting software and hardware
• Knowledge of desktop security/networking and standards and working knowledge of local area networks (wired/wireless)
• Experience delivering tier 2-3 desktop support to end users in a mixed Windows and Mac environment
• Experience with troubleshooting Extron AV systems
• Experience with wired/wireless microphone systems, audio amplification and PA systems
• Experience using Team Dynamix or similar ITSM tool
• Experience with LDAP, Active Directory and group policies, data recovery tools, DHCP, and DNS
• Experience with Intune
• Familiarity with Microsoft Office applications

• 2+ years related experience
• Strong technical troubleshooting and resolution skills with demonstrated ability to learn new skills quickly and strong research and analytical skills
• Ability to work independently on complex work with minimal direction as well as collaboratively within a team
• Strong communication, collaboration, organizational and time management skills including the ability to multi-task and manage a changing workload
• Proven ability to perform well under stress in emergency or unusual customer situations; ability to escalate when appropriate
• Ability to follow up on assignments and complete tasks in a timely manner
• Attentive to detail and capable of documenting work and client communications in the ticket system (Team Dynamix)
• Demonstrated ability to deliver professional customer service
• Ability to work occasionally adjusted hours during peak academic periods and special events

Desktop support related certifications such as: MSCE, A+, Network +, CCNA, ACMT a plus

Physical and Visual requirements (selected):

• Physical Effort:
  High level of physical effort such as pushing, pulling, bending, lifting and carrying heavy objects
• Visual:
  Above average visual effort with frequent exposure to visually demanding work
• Environmental:
  Work performed in an environment with correctable conditions; exposure to occasional weather extremes, fumes, odors and/or noise
• Hazards:
  Normally, no exposure to job hazards; probability of injury is remote

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