IT Support Technician

JOB TITLE: IT Support Technician

STATUS: Full-Time

TYPE: On Campus

REPORTS TO: IT Director

PURPOSE:

Smith Chason College is a private postsecondary institute with four locations throughout California and Arizona. The IT Support Technician will be responsible for installing and maintaining hardware, software, medical equipment, project tasks, and more. A substantial portion of the role will require working in a ticket system resolving issues and requests for staff and students. This role will serve as a resource to employees and students and will work collaboratively with other members of the IT team to provide exceptional service for staff, students, and the IT department for multiple office locations with upwards of 2000 users.

This role will also be involved with responsibilities related to facilities. Responsibilities include small tasks such as hanging picture frames, installing TV’s, moving furniture, etc.

Ideal candidates will have experience and extensive exposure in a technical support role. Comfortable working in fast-paced environments. Efficient in problem solving and troubleshooting. Possesses a passion for technology, excellent communication skills, follow directives from upper management, and show the ability to work well with teams.

EDUCATION / QUALIFICATIONS / COMPETENCIES:

• 2+ years of experience in a technical support role.
• Knowledge of the following technology as listed below:
• Microsoft Office365, Azure Directory, Exchange, etc.
• Support desk software such as Zendesk.
• Windows-based/MAC hardware, mobile operating systems (Android, iOS, etc.), network configuration/troubleshooting (SonicWALL, Ubiquiti), and server configuration/troubleshooting (domain, file server).
• Excellent customer service and communication skills.

OVERALL RESPONSIBILITIES:

• This position is onsite.
• Duties will include at times visiting multiple locations within a localized area.
• Serve as a point of contact for employees and students seeking technical assistance remotely, phone, and onsite.
• Provide exceptional customer service and resolve issues/requests as needed through documented processes within the IT department.
• Documentation of all support issues/requests, project tasks, and events.
• Accurate inventory management of all technical and medical equipment.
• Manage and troubleshoot issues/requests related to ISP, phones, network, servers, hardware, printer, medical equipment, etc. as directed by documented processes within the IT department.
• Manage and troubleshoot issues/requests related to Azure Directory, Exchange, and other Office365 products.
• Manage and troubleshoot issues/requests related to Instructure Canvas (LMS), Orbund (SIS) and Ultralinq/Studycast (PACS/DICOM).
• Manage and troubleshoot issues/requests related medical equipment including ultrasound machines, EKG machines, etc. Manage repairs with third party vendors.
• Become knowledgeable to an advanced extent of all technology and equipment.
• Capable of being a team player. Will be willing to work onsite and remote with a full team of support technicians, specialists, managers, and directors.
• Communicate effectively to team members, supervisors, and the Campus Director.
• Provide timely delivery of projects assigned to this position.
• Attend all required meetings and school events.
• For events, technology preparation is needed weeks ahead. Be willing to commit and be the first one there, the last one to leave.
• Manage facilities by handling small tasks/issues (hanging picture frames, installing TV’s, etc.), obtaining quotes for larger tasks/projects, and managing facility projects.
• Will report directly to the IT Director.

PHYSICAL REQUIREMENTS / WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to stand and/or sit for prolonged periods of time.
• Can independently move objects up to 25 lbs.
• Sufficient hand, arm, and finger dexterity to operate a computer keyboard, other office machinery, and perform repetitive motions.
• Must have sufficient hearing and speaking ability to communicate in person or on the phone/computer with others.

CULTURE OF CARE:

Culture of Care is our commitment to create a supportive environment in which every student can achieve their educational and career goals. Culture of Care encourages one-on-one relationships. Creating a culture that focuses on the student and their wellness. This includes understanding the student's complex lives. It is about creating a school where everyone feels welcomed by:

• Creating a sense of community in all interactions and communications with students?
• Identifying problem areas and offering assistance?
• Opening up safe conversations for cooperative solutions?
• Holding students to standards and goals that will ultimately make them successful in their careers.