IT Support Technician

This position provides frontline technical support for faculty, staff, and students within the College of Nursing. The role assists with troubleshooting computers, software, peripherals, classroom technology, audiovisual equipment, and other common technology issues. Responsibilities also include workstation setup, equipment deployment, classroom and meeting technology support, employee onboarding and offboarding, and routine technology maintenance. The position works under the direction of College IT staff and escalates issues requiring advanced technical or administrative access. The ideal candidate should have 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.

Frontline Technical Support ? 45%

• Provide frontline technical support to faculty, staff, and students in person, remotely, and through the College?s service-request process.
  
• Diagnose and resolve issues with Windows and macOS computers, software/applications, user accounts and authentication, printers, peripherals, network connectivity, monitors, docking stations, keyboards, mice, mobile devices, and other College technology.
  
• Support workstation setup, equipment replacement, technology deployments, employee onboarding/offboarding, office moves, and routine technology needs.
  
• Document work performed and escalate issues requiring advanced troubleshooting, administrative access, or additional IT support.
  

Classroom, AV & Conferencing Support ? 25%

• Provide frontline support for classroom, conference-room, and audiovisual technologies.
  
• Support and troubleshoot displays, projectors, microphones, cameras, speakers, conferencing systems, presentation equipment, and related technologies.
  
• Troubleshoot common classroom and meeting-room technology issues and escalate complex equipment or infrastructure problems.
  
• Assist College IT staff with technology support for meetings, instructional activities, livestreams, hybrid events, and other College activities.
  
• Perform routine equipment checks and ensure classrooms and meeting spaces are ready for use.
  

Endpoint & Device Support ? 20%

• Assist with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.
  
• Prepare computers for deployment, install approved software, configure peripherals, and perform routine software and operating-system updates.
  
• Assist with device enrollment, computer/equipment replacement and deployment, device configuration troubleshooting, and equipment functionality verification.
  
• Maintain standardized workstation configurations and assist with technology inventory and equipment tracking.
  
• Perform routine tasks in Microsoft Intune, Jamf, Active Directory, and other enterprise management platforms, based on assigned access and under the direction of College IT staff.
  

Technology Operations & Team Support ? 10%

• Assist College IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, documentation, and other operational needs.
  
• Follow established IT procedures and technical documentation, and document newly identified issues and solutions.
  
• Collaborate with College IT staff and university technology partners, escalating issues outside assigned responsibilities or technical expertise.
  
• Perform other related duties as assigned.
  

Requirements

Education and Certifications:

• High school diploma or equivalent and demonstrated knowledge or experience supporting computers, technology, or end users.
  

Required Skills:

• Basic knowledge of computer hardware, software, operating systems, and peripherals.
  

• Ability to troubleshoot common computer and technology problems.
  

• Familiarity with Windows environments
  

Preferred Skills:

• Associate degree or technical certification in Information Technology, Computer Science, Information Systems, or a related field.
  
• Familiarity with Windows 10/11, macOS, and Microsoft 365.
  

Benefits