Information Technology Support Technician
The IT Support Technician will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. This position is responsible for responding to, documenting and resolving service tickets in a timely manner. Required skills include excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
Additionally, will perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, video conferencing and network equipment. This position may require independent work, sharing information and assisting others with work orders. Must be able to support and promote the University’s Mission.
Essential Functions
- Directs daily operations of Administrative and Academic Technology Support activities including classroom technology; computer lab technology; student/faculty/staff computing; web and video conferencing; digital signage; and network printing.
- Resolves support issues in a quick and consistent fashion to ensure the customer service provided meets or exceeds expected goals. Remotes assistance to the Erie campus as needed.
- Collaborates with the Help Desk Supervisor, Desktop Support Supervisor and Assistant Director for Networking to coordinate support and resolve complex problems ensuring the highest level of client satisfaction is achieved.
- Instructs and supports students, faculty and staff on the usage of Information Technology including access to network resources; file storage, email, printing; usage of audio and video conferencing; Blackboard Learn LMS features in courses; and anti-virus software.
- Installs and configures new PC’s, software, and hardware peripherals for faculty and staff, classrooms, and labs based on established support standards.
- Identifies potential procedural problems which may contribute to wide-scale issues for the University.
- Performs other duties as assigned within the scope and responsibility and requirements of the position.
Occasional Duties:
- Consults with users on hardware purchases recommending configurations that meet Gannon's standards.
- Assists with moves of PCs, printers, and peripherals.
- Assists with new employee setups and student orientation.
- Assists the Marketing Department with website maintenance and revision.
- Participates on committees as assigned.
- Sets-up and supports audio/video equipment for special events.
Contact With Others
Internal: Has regular contact with University students, faculty and staff to solve their IT issues.
External: Has regular contact with University Information Technology Department to ensure standard practices are being followed as well as participate in scheduled meetings. Has some contact with vendors to evaluate hardware, software and/or services and secure quotations through established procedures.
Qualifications
Education: Associates or Bachelor degree in a computer-related field.
Experience: Must have minimum two years’ experience in computer hardware and software support. Experience with PC and Instructional Technology in an educational environment is desirable. Must have experience in the following areas:
- Relevant PC operating systems
- Software usage, installation, and upgrades, especially Microsoft Office
- OS imaging and instructional technology
- Technology management tools
- TCP/IP networks (desirable)
- Familiarity with trends in higher education (helpful)
Interpersonal Skills: Excellent verbal, written, and interpersonal skills
University Mission: Must be able to support and promote the University’s Mission.
Physical Requirements
Must be able to meet the physical demands associated with a busy academic environment. Must have the ability to lift and carry technology equipment (e.g., computers, printers, etc.) up to 55 lbs. for short distances.
Working Conditions
Work is performed in a busy office and academic environment. Flexible hours may be required.