IT Support Technician 2, HSIT

ISACA; New Haven (CT); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading company in IT support is looking for an IT Support Technician 2 in New Haven. The role involves managing desktop environments, installing and repairing devices, and providing troubleshooting services. Candidates should have extensive experience and preferably hold relevant certifications. Strong communication and critical thinking skills are essential for supporting a diverse user base.

Qualifications

• At least eight years of related experience.
• Six years in the same job family at the next lower level.
• At least one certification from CompTIA, Microsoft, Apple, or ITIL preferred.

Responsibilities

• Manage desktop computing environments.
• Install and repair computing devices and peripherals.
• Respond to emergency and routine IT requests.

Skills

Troubleshooting

Critical Thinking

Communication

Interpersonal Skills

Attention to Detail

Education

High School Diploma

Associate's Degree

Bachelor's Degree

CompTIA Certification

Microsoft Certification

Apple Certification

ITIL Certification

Job description

1. Manages a client department's complete desktop computing environment.

2. Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs.

3. Maintains computer software by proactive site visits and keeping an inventory of installed operating systems and application software to ensure all versions are up-to-date.

4. Maintains computer hardware and peripherals by keeping an inventory of installed devices, recommending replacements according to guidelines, and interacting with vendors in the acquisition of computer products.

5. Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.

6. Responds to emergency and routine calls that come in for computer assistance in support of core services such as email, scheduling, backup systems, and client department-specific applications. Documents all reported problems.

7. Supports clients in the use of their desktop equipment by training users.

8. Works with others to ensure smooth integration of network and software products.

9. Analyzes, recommends, and implements work-group computing solutions to meet client department's needs.

10. Trains other support technicians.

11. Completes and documents technical projects such as testing hardware and software products.

12. May perform other duties as assigned.

Required Skills/Abilities:

1. Excellent troubleshooting, critical thinking skills, and the ability to apply independent judgment to research and resolve issues.
2. Ability and willingness to learn new skills as necessary to meet the evolving technology needs of the university.
3. Advanced proficiency with Apple and Windows desktop and mobile operating systems, troubleshooting and resolving hardware, software, network, and AV problems. Advanced knowledge of standard software packages.
4. Excellent communication, interpersonal skills, and attention to detail. Ability to communicate with a diverse user community using diplomacy and professionalism.
5. Ability to work both independently and with a team.

Preferred Education: At least one certification from CompTIA, Microsoft, Apple, or ITIL preferred. Prior experience with ticket management systems and ITIL incident management processes.

Work Week: Standard (Monday-Friday, equal hours each day)

Position Title: IT Support Technician 2

University Job Title: IT Support Technician 2, HSIT

Experience and Education: At least eight years of related experience, with six years in the same job family at the next lower level and a high school diploma, or six years of related experience with an Associate's degree, or two years of related work experience with a Bachelor's degree, or an equivalent combination of education and experience.