Information Technology Support Technician

Provides frontline technical support for faculty, staff, and students

within the College of Nursing. Assists with troubleshooting computers,

software, peripherals, classroom technology, audiovisual equipment, and other common

technology issues.

Supports workstation setup, equipment deployment, classroom and meeting

technology, employee onboarding and offboarding, and routine technology

maintenance. Works under the direction of College IT staff and escalates issues

requiring advanced technical or administrative access.

This position is intended for an individual with foundational IT

knowledge, strong troubleshooting and customer-service skills, and the ability

and willingness to learn College and university technology systems.

Relevant education, technical training, certifications, internships,

help-desk experience, or hands-on technology experience may be considered.

1.

Frontline Technical Support – 45%

Provides frontline technical support to faculty,

staff, and students in person, remotely, and through the College's

service-request process.

Diagnoses and resolves common issues involving:

• Windows and macOS computers
• Software and applications
• User accounts and authentication
• Printers and peripherals
• Network and connectivity issues
• Monitors, docking stations, keyboards, mice, and related equipment
• Mobile devices and other College technology

Assists with workstation setup, equipment

replacement, technology deployments, employee onboarding and offboarding, office

moves, and other routine technology needs.

Documents work performed and escalates issues

requiring advanced troubleshooting, administrative access, or assistance from

other IT personnel.

2.

Provides frontline support for classroom,

conference-room, and audiovisual technologies.

Assists users with displays, projectors,

and related technologies.

Troubleshoots common classroom and meeting-room

technology problems and escalates more complex equipment or infrastructure

issues.

Assists College IT staff with technology support

for meetings, instructional activities, live streams, hybrid events, and other

College activities.

Performs routine equipment checks and helps

ensure classrooms and meeting spaces are ready for use.

3.

Assists College IT staff with the setup,

deployment, maintenance, and support of Windows, macOS, and mobile devices.

Responsibilities may include:

• Installing approved software
• Connecting and configuring peripherals
• Performing routine software and operating-system updates
• Assisting with device enrollment
• Replacing or deploying computers and other equipment
• Verifying equipment functionality
• Maintaining standardized workstation configurations
• Assisting with technology inventory and equipment tracking

May perform routine tasks within systems such as

Microsoft Intune, Jamf, Active Directory, or other enterprise management

platforms under the direction of College IT staff and based on assigned access.

4.

Technology Operations & Team Support – 10%

Assists College IT staff with technology

projects, equipment deployments, technology refreshes, inventory activities,

documentation, and other operational needs.

Follows established procedures and technical

documentation and helps document newly identified issues and solutions.

Works collaboratively with College IT staff and

university technology partners and appropriately escalates issues outside the

position's assigned responsibilities or technical expertise.

Performs other related duties as assigned.

High school diploma or equivalent and

demonstrated knowledge or experience supporting computers, technology, or end

users.

• Basic knowledge of computer hardware, software, operating systems, and peripherals.
• Ability to troubleshoot common computer and technology problems.

Familiarity with Windows environments