IT Support Technician

Job Description
1. Consult with students, faculty, and staff to assist in determining the technology needs related to teaching and research. Choose and develop solutions that support the pedagogical goals and operability of the School’s IT resources. 2. Support and maintain hardware and software for faculty, students, and staff desktop and laptop computers. 3. Administer departmental website (Drupal.) 4. Support discipline specific software applications (AutoCAD, Powermill, distributed computing management, Rhino, Maya, Maxwell, and Revit); in addition, provide support for Yale administrative and business applications. 5. Build, debug, tune, and optimize parallel and distributed software applications. Identify, create, and disseminate basic and advanced student workflows. 6. Provide end-user computer support for high-end computing, labs, robotics lab, 3D digital computer lab, and 3D printing. 7. Maintain a multi-year plan for the acquisition and implementation of equipment and technologies for the School’s various labs. 8. Troubleshoot, coordinate and refer problems with other ITS units on issues related to networking, security, hardware, software, operating systems, and applications. 9. Evaluate and recommend new hardware and software prior to purchase and deployment. 10. Author customized documentation and publish to the Web. Plan and conduct presentations, demonstrations, or workshops for equipment and processes. 11. Design, program, and coordinate various informational and user management systems, including websites, trouble ticketing systems, and internal databases. 12. Manage relationships and service contracts with other University departments, outside vendors, and consultants. Oversee the collection of significant monies and the purchasing of supplies for the School’s various equipment. 13. Provide support during regular workday schedule and emergency support beyond regular workday schedule. Work extended hours during the mid-term and final review weeks of each semester and during school wide events. 14. Manage and oversee the daily tasks of 4-7 student employees. 15. Support audio-visual equipment used in presentations during the School’s lecture series and symposia, which require working some night and weekend hours. 17. Support the School’s video-conferencing needs. 16. Participate in weekly status/planning meetings with IT staff. 17. Perform other duties as assigned.

Required Education and Experience
Eight years of related experience, six of them in the same job family at the next lower level and a high school level education; or six years of related experience and an Associate degree; or two years of related work experience and a Bachelor’s degree or an equivalent combination of experience and education.

Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Position Focus:
The Yale School of Art (SoA) is a professional graduate school at Yale University that provides rigorous studio-based art education to both enrolled graduate students as well as undergraduate students enrolled in Yale College. Technology-based mediums for art-making continue to expand, and the School of Art maintains several mac-based computer labs for teaching and individual work to support artists working in these media. Reporting to the Assistant Dean for Communications and Digital Media, this position will oversee management and support of these teaching and learning based computers, as well as supporting staff and faculty hardware and software needs and day-to-day troubleshooting and serves as a subject matter expert in digital technology, including but not limited to, computers, networks, operating systems, printers, IT security, projectors and displays, servers, and cellular and desk phones.

Physical Requirements
Ability to lift and carry up to 50 lbs. and to navigate to parts of the building only accessed by stairs.

Preferred Education, Experience and Skills:
Experience in a JAMF computer management environment.
Experience providing technical support in a teaching and learning environment.
Experience with Papercut
Experience in a primarily mac-based environment.
Experience providing a high-level of customer service.

Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Required Skill/Ability 1:
Monitors all SoA computers via our computer management software JAMF. Creates and tests packages of existing software for deployment in our JAMF environment. Edits and tests scripts for automation of updates, software installs, and maintenance of machines. Set SOPS and computer policies on newly implemented procedures.

Required Skill/Ability 2:
Installs new hardware in labs, including computers, scanners, and printers. Serves as the primary contact with Yale ITS centralized computer management to maintain SoA’s receipt of the most up-to-date Yale software, as well as to troubleshoot any issues which may arise from conflicts between SoA hardware and Yale’s enterprise software licensing.

Required Skill/Ability 3:
Manage and maintains all Print Management Software. Manage desktop support work-ticket queue and prioritize issues. Manages relationships and service contracts with other University departments, outside vendors and consultants. Purchases equipment and supplies. Maintains inventory of digital technology.

Required Skill/Ability 4:
Provides support, consultation, and assistance to end-users. Troubleshoots digital technology problems. Serves as a co-queue manager for trouble ticketing system. Responds to emergency and routine calls. Assists employees with on and off-boarding.

Required Skill/Ability 5:
Conducts ongoing research and implementation of best practices for computer automation and management strategies. Evaluates and tests user applications, systems, and other digital technology. Recommend for, and implements, systems, equipment, and technology. May perform other duties as assigned.