IT Support Technician

Position Description
IT Support Technician

REPORTS TO: DIRECTOR OF INFORMATION TECHNOLOGY
STATUS: FULL-TIME, EXEMPT, SALARIED

Under general supervision, the IT Support Technician provides technical software, hardware and network
problem resolution to all campus computer users by performing question/problem diagnosis and guiding
users through step-by-step solutions. The IT Support Technician is to clearly communicate technical solutions
in a user-friendly, professional manner and will assist other IT personnel and perform work related to various
technical systems, as required.

RESPONSIBILITIES:

• Fields all IT help desk calls/tickets and creates the initial record of the request. Monitors and manages the Tech Support email and calendar.
• Identifies, diagnoses and resolves various technical problems for users of the campus community.
• Documents solutions and provides feedback for improvement upon departmental and campus technology, solutions and processes.
• Delivers, sets up and assists in the configuration of end-user PC desktop hardware and software.
• Provides initial software support for campus LMS and ERP system, as required.
• Provides assistance with server, storage, network, telephony, audio/video, security and other related equipment, as needed.
• Provides on-call and after-hours support on an as-needed basis.
• Coordinates with campus constituents regarding event requests, providing and supporting required technical equipment.
• Assists with and provides support for new student orientation procedures.
• Directs and manages IT Interns with guidance from the Director of Information Technology
• Other duties as assigned by the Director of Information Technology.