IT Support Technician - Contract Columbia, SC

IT Support Technician

Location: Columbia, SC  fully onsite
Interview Process: 1 round, virtual
Duration: 12 Months
Employment Type: Contract
Experience Required: 06 Years

Work Location: Candidate must be a CURRENT SC resident. No relocation allowed.

Additional details: Travel between both USC buildings. Potential evening or weekend events - IT Support for ceremonies, etc

Project Scope:
We are seeking an IT Support Technician to provide frontline technical support to faculty, staff, and students within a higher education environment. The selected candidate will troubleshoot computers, software, peripherals, classroom technology, audiovisual equipment, network connectivity, and other common technology issues. The role will also support workstation setup, equipment deployment, classroom and meeting technology, employee onboarding/offboarding, and routine technology maintenance. This position is ideal for an IT professional with foundational technical knowledge, strong troubleshooting and customer-service skills, and the ability to learn new university technology systems and procedures. Relevant education, technical training, certifications, internships, help-desk experience, or hands-on technology experience may be considered.

Key Responsibilities:

1. Frontline Technical Support – 45%

• Provide frontline technical support to faculty, staff, and students in person, remotely, and through the service-request process.
  
• Diagnose and resolve common issues involving:
  
• Windows and macOS computers
  
• Software and applications
  
• User accounts and authentication
  
• Printers and peripherals
  
• Network and connectivity issues
  
• Monitors, docking stations, keyboards, mice, and related equipment
  
• Mobile devices and other technology
  
• Assist with workstation setup, equipment replacement, technology deployments, employee onboarding and offboarding, and office moves.
  
• Document work performed and resolutions.
  
• Escalate issues requiring advanced troubleshooting, administrative access, or assistance from other IT personnel.
  

2. Classroom, AV & Conferencing Support – 25%

• Provide frontline support for classroom, conference-room, and audiovisual technologies.
  
• Assist users with:
  
• Displays and projectors
  
• Microphones and speakers
  
• Cameras
  
• Video conferencing systems
  
• Presentation equipment
  
• Related classroom and meeting technologies
  
• Troubleshoot common classroom and meeting-room technology issues.
  
• Escalate complex equipment or infrastructure issues to appropriate IT staff.
  
• Support meetings, instructional activities, livestreams, hybrid events, ceremonies, and other activities.
  
• Perform routine equipment checks and help ensure classrooms and meeting spaces are ready for use.
  

3. Endpoint & Device Support – 20%

• Assist with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.
  
• Prepare computers and other equipment for deployment.
  
• Install approved software and configure peripherals.
  
• Perform routine software and operating system updates.
  
• Assist with device enrollment and configuration.
  
• Replace and deploy computers and other technology equipment.
  
• Troubleshoot device configuration issues.
  
• Verify equipment functionality.
  
• Maintain standardized workstation configurations.
  
• Assist with technology inventory and equipment tracking.
  
• Perform routine tasks in enterprise management platforms such as:
  
• Microsoft Intune
  
• Jamf
  
• Active Directory
  
• Other approved endpoint management systems
  

4. Technology Operations & Team Support – 10%

• Assist IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, and documentation.
  
• Follow established technical procedures and documentation.
  
• Document newly identified issues, troubleshooting steps, and solutions.
  
• Work collaboratively with IT staff and university technology partners.
  
• Escalate issues outside the assigned responsibilities or technical expertise.
  
• Perform other related duties as assigned.
  

Required Skills & Experience:

·        Demonstrated knowledge or experience supporting computers, technology, or end users.

·        Basic knowledge of computer hardware, software, operating systems, and peripherals.

·        Ability to troubleshoot common computer and technology problems.

·        Familiarity with Windows environments.

·        Strong customer-service and interpersonal skills.

Preferred Skills:

• Associate degree or technical certification in:
  
• Information Technology
  
• Computer Science
  
• Information Systems
  
• Related technical field
  

Familiarity with one or more of the following is preferred:

• Windows 10/11
  
• macOS
  
• Microsoft 365
  
• Basic networking concepts
  
• Active Directory
  
• Microsoft Intune
  
• Jamf
  
• Mobile devices
  
• Classroom and audiovisual technology
  
• Microsoft Teams
  
• Zoom or similar conferencing technologies
  

Education
High school diploma or equivalent and demonstrated knowledge or experience supporting computers, technology, or end users.