ITS System/Help Desk Support Technician

Olivet College is located in south central Michigan in the town of Olivet, MI. Olivet is a close knit, rural community offering quiet streets and natural surroundings, yet is not more than 30 minutes from the larger cities of Lansing and Battle Creek.

Applications are now being accepted for this position in the Office of Information Technology Services.

Job Summary:

Under the direction of Assistant Provost for Information Technology and Auxiliary Services, the role of the ITS Information Systems/Help Desk Support Technician is to manage, maintain, provide first-tier support and repair of the Information Technology Systems at Olivet College. These systems include stand-alone software, desktop, laptops, mobile devices, and associated software, as well as printers, IP Phone installations and configurations; and provide instruction and technical support to Olivet College constituents for technology services helpdesk.

This is a full-time position with occasional overtime, as well as after hours, some weekends, and a few holidays’ hours as required. Complete job description follows.
 

Additional Details:

DEPARTMENT: Information Technology Services

SUPERVISOR: Assistant Provost for Information Technology Services (ITS)

TOTAL EMPLOYEES DIRECTLY SUPERVISED: 5-10 Students

SUMMARY

Under the direction of Assistant Provost for Information Technology and Auxiliary Services, the role of information systems/Help Desk Support Technician is to manage, maintain, provide first-tier support and repair of the Information Technology Systems at Olivet College. These systems include stand-alone software, desktop, laptops, mobile devices, and associated software, as well as printers, IP Phone installations and configurations; and provide instruction and technical support to Olivet College constituents for technology services helpdesk.

This is a full-time position with occasional overtime, as well as after hours, some weekends, and a few holidays’ hours as required.

RESPONSIBILITIES AND ACCOUNTABILITIES

1. Maintains his/her assigned service requests in the Zendesk Ticketing System.
2. Assesses malfunctions of hardware and/or software applications to determine appropriate actions to maintain computer, printing, network, and database operations.
3. Maintain the operation of several campus labs computers, networks, and stand-alone PCs, maintenance, repairs, and upgrades.
4. Reports, receives, and triage technical requests.
5. Troubleshoot hardware and software problems as they occur and arrange for service as necessary.
6. Sets up new computers including installation of operating system and appropriate software
7. Provides systems analysis techniques and procedures, including consulting with employees and students to determine hardware, software, or system functional specifications.
8. Manage and train student help desk workers. Serves as primary and back-up support for the Technology Services Front Desk.
9. Assist campus departments with administrative process redesign, taking advantage of new technology.
10. Provide first-level technical and operational support to all campus constituencies.
11. Personal development - Attends seminars, conferences, in-service training, and staff meetings as required.
12. Provide first-level design support for SQL reports.
13. Other related duties, as assigned.
14. Perform duties in a diverse and challenging environment.

EDUCATION AND EXPERIENCE REQUIREMENTS

Required: 2-4 years of experience in the Windows software Support field with extensive knowledge of Microsoft Windows networking or one or more years of experience in higher ED institutes in computer services or academic/administrative computing field. Must display proficiency with Windows software and Mac software including, Windows, Linux, and Mac OSs, Microsoft Productivity tools like Office Suite, and basic knowledge of Windows server platform. Must also have experience troubleshooting Windows software, hardware and peripherals as well as basic familiarity with computer networks, and cabling

Preferred: Bachelor’s Degree and three or more years of experience in a higher education institution in the computer services field. Ability to demonstrate expert knowledge in applicable areas of technology. Certifications such as A+, Server+, or equivalent experience is a plus. Intermediate knowledge in server hardware and networking. Beginner experience in Microsoft SQL. Proven ability to effectively manage multiple priorities and meet deadlines. Evidence of flexibility and problem-solving skills. Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment. Excellent written and verbal communication skills with a demonstrated ability to make difficult concepts easy to understand. Supervisory experience.

Working Conditions:

Work is primarily indoors but requires to be in an outdoor environment when traveling between campus buildings, off-campus, and facilities located outside the main campus. Performing duties and attending events outside the normally scheduled work hours occasionally occurs and is required.

Required Physical Abilities

Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time. Manual and physical dexterity needed to operate a computer keyboard and handle paper documents. Sufficient near vision acuity to read information appearing on the computer display screen, in handwritten forms, and printed on paper. Adequate hearing and verbal abilities to communicate effectively in person and by telephone. Ability to lift and carry items weighing up to 30 pounds.

This job description is not all-inclusive as other tasks or responsibilities may be assigned.