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Campus Technician

Drake University, IA
Job Level
Entry-level position
Post Date
08/17/2019
Job Category
Technician
Sector
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk
Link to Job Posting

Description:

The Campus Technician position will function as a technical resource for the university and the support center, as well as provide the technology support required to ensure smooth day-to-day operations. These duties will include technical support, integration of standard technology, and the ability to troubleshoot complex tasks in a timely fashion. The successful candidate will have leadership experience, technical support knowledge, an understanding of unique support needs in higher education, and an ability to explain technical content to non-technical individuals. The candidate must be able to build relationships across a variety of technical skill sets, maintain multiple lines of communication, and possess good written and verbal communication skills. ITS is committed to building a culturally diverse staff and strongly encourage applications from female and minority candidates.

Duties:

  • 40% - Analyzes desktop support issues to deliver effective and efficient technology solutions: Provide excellent customer service, support and assistance. Diagnose machine and user performance issues; design and develop solutions. Installs and maintains hardware and software components related to the operation of University owned personal computer systems including peripheral components to ensure resources meet end user needs. Deploys standardized desktop operating images to computers as needed. Installs and maintains customer requested software applications within the personal computer infrastructure. Maintenance and installations are completed according to established service standards to ensure responsive and courteous delivery of computer services. Receive, create and then update all related system requests into tracking systems. Gather information about requests to aid development resolution. Follow-up to ensure resolution has been completed to user satisfaction.

  • 30% - Provides leadership in delivering desktop support services and resources: Supports faculty, staff and students by providing support to end-users. Responds promptly to diagnose problems resulting from technical, operational, and equipment problems. Resolves second tier technical, operational, and equipment problems. Receive, create and then update all related system requests into tracking systems. Gather information about requests to aid development resolution. Follow-up to ensure resolution has been completed to user satisfaction. Escalates critical situations to vendor when problems cannot be resolved within established service criteria, while tracking the problem to its final resolution. Assists in the tracking and reporting on problem trends and the creation of support systems.

  • 20% - Promotes effective technology adoption and University-wide implementation: Test new hardware, software and related procedures prior to deployment on campus to ensure that desired results are achieved. Confer with ITS peers and colleagues to identify personal computing requirements. Implements, configures, tests, and maintains client facing equipment. Supports mobile computing needs.

  • 10% - Performs miscellaneous duties as assigned: Exhibits a willingness to learn new tasks and welcomes new challenges. Demonstrates initiative toward proactive problem resolution of service needs. Asks questions before beginning unfamiliar tasks. Proposes innovative or best practice solutions to improve service or resolve problems. Makes decisions that are strategically viable and tactically useful. Promotes an institutional perspective and fosters professional achievement of self and colleagues.

Qualifications:

MINIMUM QUALIFICATIONS:

  • Two-year college degree in a technical field or corresponding work experience

  • At least three months of prior technical support experience

  • Must be well versed in standard IT trouble shooting procedures

  • Ability to communicate well, follow-up in a timely fashion, and ensure that they can provide quality customer service

  • Must exhibit multicultural competence, possessing the skills and experience to work with diverse individuals.

DESIRED QUALIFICATIONS:

  • Bachelor's degree from a four-year college or university with a major in computer science, business, or leadership; or equivalent combination of education and experience

  • One or more years of experience supporting higher education environments

  • Five years of technical support and systems administration experience

Date Available: 08/12/2019