IT Support Technician II, AIS, User Services

The IT Support Technician II is a professional support position in the Office of Advancement, responsible for ensuring the optimal performance and functionality of desktop and mobile devices for end users. The position manages various tasks related to user support, such as receiving, prioritizing, documenting, and resolving help requests using diagnostic tools and ticketing systems. The position also provides direct assistance at the desktop level when needed. The IT Support Technician II is expected to create or improve tools, establish best practices, and proactively evaluate solutions and trends to prevent future issues.

• Responds to customer calls and tickets and follows established troubleshooting and escalation procedures. Takes ownership of trouble tickets; estimates resolution times; collaborates with other team members as needed to resolve and close issues. Troubleshoots and resolves new and unique problems without a predefined solution. Works with multiple teams to resolve issues that affect users. Accesses software updates, drivers, knowledge bases, and frequently asked question resources on the internet to aid in problem resolution. Identifies and learns appropriate software and hardware used and supported by the organization. Performs direct fixes at the endpoint, such as installing and upgrading software, implementing file backups, and configuring systems and applications. Tests fixes to ensure problem has been adequately resolved. Performs post-resolution follow-ups to help requests. Develops help sheets and knowledge base articles for end users.
• Responds to requests for support of Advancement events, including onsite support for events, and support of event applications, reports, user interfaces, and documents. Researches end-user issues and reports findings back to the appropriate team member.
• Documents and reports to department management and supervisors. Updates internal knowledge base as technologies change or issues are resolved. Alerts affected users using various methods of communication of planned or emergency outages. Makes recommendations on process improvement based on incoming requests and user feedback.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree or technical certification or
• High school diploma/equivalent and 4 years of directly related work experience

• Any appropriate combination of relevant experience, education, and/or certification may be considered.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES/COMPETENCIES TYPICALLY NEEDED TO PERFORM THIS JOB SUCCESSFULLY:

• Able to promptly answer support inquiries in person or via email, phone call, and other online channels.
• Self-motivated, detail-‐oriented and organized.
• Experience supporting hardware and software; trouble-shooting and resolving issues; installing, updating and configuring software and drivers.
• Good knowledge of Windows and Mac operation systems.
• Strong skills in using and supporting online tools such as Office365, Box, and web browsers.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills. Demonstrated ability to interact effectively with diverse audiences and to build rapport and establish trust in others.

• Passion for solving problems of any nature; excellent critical thinking skills.

PREFERRED QUALIFICATIONS:

• Office applications such as Microsoft Office 365 and Adobe cloud.
• Azure and various Microsoft and Adobe custom dashboards.
• Experience and proven success working in a highly collaborative environment.
• Working knowledge of conferencing software such as Zoom and Teams.
• Working knowledge event software and end user software tools.
• Eager to acquire new skills in various domains.
• Able to master new technologies quickly and apply them effectively.