IT Support Technician

Advertised Position Title:

IT Support Technician

Job Description:

Essential Functions:

• Identify, diagnose and resolve/escalate first line customer request for technical assistance in an effective and efficient manner while making every effort to solve reported problem during the first point of contact.
• Assist Faculty and Staff with navigating device operations, password resets, console logins, and AV display configurations.
• Troubleshoot, identify, diagnose and resolve computer hardware, software and peripheral equipment issues affecting computer environments.
• Install, configure, update and maintain computer hardware, software and peripherals, based on technical documentation.
• Document installations, configurations, repairs and updates.
• Create and maintain documentation of processes and procedures.
• Provide support related to operation, maintenance and/or inventory control of audiovisual/IT equipment, technologies and services.
• In an accurate and informative manner create, modify, assign/dispatch IT personnel, and close tickets in the Help Desk ticket tracking management software.
• Assist in establishing guidelines and procedures regarding Help Desk and Computer Technician procedures and practices.
• Assist other IT staff to provide service and support for Owens’ technology environment.
• Assist students and staff at the Help Desk Service Counter when called to.
• Respond to notifications, alerts and communications through portable electronic devices including pagers, cell and smart phones and/or laptops in accordance with the IT standards.
• Collaborate with co-workers and IT Leadership to conduct or participate in department and college meetings, in-service activities, trainings, seminars, presentations and other department and college activities.
• Stay current with changes and updates of college supported software and hardware.
• Accurately communicate pertinent information to IT personnel, Faculty, Staff and Students with procedures, documentation, outages and scheduled maintenance.
• Communicate with equipment and software vendors to resolve problems.
• 'Assist other IT Staff with repair work.
• Supervise student workers.

Knowledge, Skills, and Abilities:

Knowledge:

• Working knowledge of Microsoft Office products, Web based applications, computer applications, computers, peripherals, software packages, and audiovisual equipment.

Skills

• Good oral and written communication skills.

• Excellent problem solving skills and the ability to work with people over the telephone and in-person. Abilities:

• Ability to diagnose computer problems.

• Ability to work with all levels inside an academic institution including faculty, staff, students and administration.

• Ability to react quickly when the situation calls for quick response.

• Ability to work under pressure and respond in appropriate manner.

• Ability to adhere to professional conduct.

• Minimum Requirements:

• Associate Degree or certificate in computer related field.

• 2 years experience in IT preferred.

• Union Position:

• Owens Faculty Association

• Job Classification:

• Staff

• Duty Days:

• 260 Days

• Work Schedule:

• M-F, 8am-5pm

• Grant Funded Position:

• No - Not Grant Funded

• FLSA Status:

• United States of America (Non-Exempt)

• Pay Basis:

• Hourly

• Hiring Range