IT Support Technician

Lake Erie College; Painesville (OH); On-site; USD 42,000 - 56,000; Full time

Job summary

Lake Erie College in Painesville, OH, is seeking an IT Support Technician to provide software, hardware and network problem resolution for campus users. Under supervision, you will diagnose issues and guide users through solutions, communicating clearly and professionally.

You will support end-user devices, assist with LMS and ERP system software, and coordinate with IT staff on daily operations. This is a full-time, exempt position reporting to the Director of Information Technology.

Qualifications

• Provides one-on-one or phone-based technical support to campus users.
• Proficient at diagnosing and resolving hardware, software, and network issues.
• Communicates solutions clearly and professionally to users.

Responsibilities

• Field IT help desk calls and create ticket records.
• Diagnose and resolve hardware/software issues for campus users.
• Document solutions and provide feedback for process improvements.
• Deliver, set up and configure end-user PC hardware and software.
• Provide initial LMS and ERP software support as required.
• Assist with server, storage, network, telephony and related equipment.
• Provide on-call and after-hours support as needed.
• Coordinate with campus constituents for events requiring technical equipment.

Skills

Technical support

Windows OS

Customer service

Troubleshooting

Network basics

Documentation

Team collaboration

Tools

Ticketing system

Job description

Job Details

Job Location: Painesville, OH 44077

Position Description

IT Support Technician

REPORTS TO: DIRECTOR OF INFORMATION TECHNOLOGY

STATUS: FULL-TIME, EXEMPT, SALARIED

Under general supervision, the IT Support Technician provides technical software, hardware and network problem resolution to all campus computer users by performing question/problem diagnosis and guiding users through step-by-step solutions. The IT Support Technician is to clearly communicate technical solutions in a user-friendly, professional manner and will assist other IT personnel and perform work related to various technical systems, as required.

RESPONSIBILITIES

• Fields all IT help desk calls/tickets and creates the initial record of the request. Monitors and manages the Tech Support email and calendar.
• Identifies, diagnoses and resolves various technical problems for users of the campus community.
• Documents solutions and provides feedback for improvement upon departmental and campus technology, solutions and processes.
• Delivers, sets up and assists in the configuration of end-user PC desktop hardware and software.
• Provides initial software support for campus LMS and ERP system, as required.
• Provides assistance with server, storage, network, telephony, audio/video, security and other related equipment, as needed.
• Provides on-call and after-hours support on an as-needed basis.
• Coordinates with campus constituents regarding event requests, providing and supporting required technical equipment.
• Assists with and provides support for new student orientation procedures.
• Directs and manages IT Interns with guidance from the Director of Information Technology
• Other duties as assigned by the Director of Information Technology.

QUALIFICATIONS

PREFERRED QUALIFICATIONS & KEY COMPETENCIES

• Possesses ability to: deliver technical customer support over the phone or in person; identify, troubleshoot and resolve a wide range of level one technical computer-related problems.
• Possesses knowledge of: desktop operating systems, various software applications and basic hardware forthe PC; principles and theories of network systems and management; Internet technologies and products.
• Server/directory administration and configuration experience preferred.
• Must be comfortable with presenting and conducting training/orientation sessions for students, staff and faculty, as needed.
• Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.
• Creative, strategic, thoughtful, and has a sense of humor.
• Ability to work well as part of a team, as well as across academic and administrative departments.
• Able to maintain strict confidentiality and professional conduct.