IT Support Technician

REPORTS TO: DIRECTOR OF INFORMATION TECHNOLOGY

STATUS: FULL-TIME, EXEMPT, SALARIED

Lake Erie College, a small, co-educational, four-year, independent liberal arts college located in Painesville, OH, 30 miles east of Cleveland, invites applications for the full-time position of IT Support Technician. 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.

PREFERRED QUALIFICATIONS & KEY COMPETENCIES:

• Possesses ability to: deliver technical customer support over the phone or in person; identify, troubleshoot and resolve a wide range of level one technical computer-related problems.
• Possesses knowledge of: desktop operating systems, various software applications and basic hardware for the PC; principles and theories of network systems and management; Internet technologies and products.
• Server/directory administration and configuration experience preferred
• Must be comfortable with presenting and conducting training/orientation sessions for students, staff and faculty, as needed.
• Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.
• Growth and “doer” mindset and institutional teamwork ethic.
• Creative, strategic, thoughtful, and has a sense of humor.