IT Support Technician I

Colorado State University; Fort Collins (CO); Presencial; USD 45.000 - 60.000; Jornada completa

Descripción de la vacante

Colorado State University’s College of Natural Sciences seeks an IT Support Technician to provide first-line technical support for faculty, staff, students, and department computing resources. This role serves as a primary contact for IT incidents and service requests and focuses on timely issue resolution.

You will troubleshoot Windows and macOS, install and maintain desktops and peripherals, support Microsoft 365 applications, and assist with onboarding and inventory.

Formación

• Associate degree or equivalent in IT or related field.
• Experience with Windows and macOS end-user support.
• Experience with Microsoft 365 apps (Outlook/Teams/Word/Excel/PowerPoint).
• Strong customer service and communication skills for users with varying technical levels.
• Must be able to lift/move up to 25 lbs.

Responsabilidades

• Serve as the primary contact for IT support requests via phone, email, tickets, remote support, and in-person.
• Troubleshoot Tier 1 hardware, software, peripherals, and connectivity on Windows and macOS.
• Install, configure, deploy, and maintain desktops, printers, and related endpoint tech.
• Support Microsoft 365 services and applications and collaboration tools.
• Assist with account-related services including MFA, email configuration, and access requests.

Conocimientos

Windows OS

macOS

Microsoft 365

Customer service

End-user support

Lifting to 25 lbs

Educación

Associate degree or equivalent

Herramientas

Active Directory

Azure AD (Microsoft Entra ID)

Endpoint management

OSTicket

Freshservice

Zoom

Microsoft Teams

Descripción del empleo

Job Description

Position Summary:

The College of Natural Sciences seeks to hire an IT Support Technician who will provide first-line technical support for faculty, staff, students, and departmental computing resources. This position will serve as a primary point of contact for IT incidents and service requests and deliver excellent customer service and timely issue resolution. The IT Support Technician will support desktop computers, classroom technology, software applications, printing/plotter systems and maintains loaner equipment.

Description of Work Unit:

The College of Natural Sciences (CNS) studies the foundational sciences – we ask fundamental questions and apply our knowledge to every field of study. Consisting of eight departments and 10 centers, our college is a leader in research, teaching, and community engagement.

Essential Job Duties:

• Serve as the primary point of contact for IT support requests, providing timely and professional assistance to faculty, staff, researchers, and students through phone, email, ticketing systems, remote support, and in-person interactions.
• Troubleshoot and resolve Tier 1 hardware, software, peripheral, and connectivity issues for Windows and macOS devices, escalating complex issues as appropriate.
• Install, configure, deploy, and maintain desktop and laptop computers, operating systems, applications, printers, and related endpoint technologies.
• Support Microsoft 365 services and applications, including Outlook, Teams, OneDrive, SharePoint, Bookings, shared mailboxes, distribution lists, and collaboration tools.
• Assist users with account-related services, including multi-factor authentication (MFA), email configuration, password-related issues, and access requests in accordance with established procedures.
• Document incidents, service requests, troubleshooting activities, and resolutions within the IT service management system to ensure accurate recordkeeping and knowledge sharing.
• Support computer deployment, replacement, and onboarding initiatives by preparing systems, equipment, and accounts for new employees and student workers.
• Maintain assigned technology inventory records and contribute to the development and maintenance of technical documentation and knowledge base resources.
• Other duties as assigned.

Supervision:

• No supervisory duties.

Minimum Qualifications:

• Associate degree in Information Technology, Computer Information Systems, or related field; or equivalent combination of education and experience.
• Demonstrated working knowledge of Windows and macOS operating systems, including basic troubleshooting and end-user support.
• Experience using and supporting Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Strong customer service skills with the ability to communicate technical information clearly and professionally to users with varying levels of technical expertise.
• Must be able to meet the physical demands of job which include ability to lift/move up to 25 lbs.

Preferred Qualifications:

• Experience in desktop support, help desk, or customer service.
• Experience with:
  • Active Directory
  • Microsoft Entra ID (Azure AD)
  • Endpoint management tools
  • Ticketing systems (OSTicket, Freshservice)
  • Zoom and Microsoft Teams
• Experience supporting higher education environments.
• Demonstrated initiative and ability to independently identify and solve problems.
• Ability to effectively prioritize, manage, and resolve multiple support requests in a fast-paced environment while maintaining a high level of customer satisfaction.

Conditions of Employment:

• Pre-employment background check (required for all new hires).

Salary Range

$45,000 - $60,000

Employee Benefits

Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, and focus on work-life balance,CSUis where you can thrive, grow, and make a lasting impact.

• Review our detailed benefits information here.
• Explore the additional perks of working at CSU here.
• For the total value of CSU benefits in addition to wages, use our compensation calculator.
• Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in!

Background Check Policy Statement

Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations,CSUconducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.

EEO

Colorado State University (CSU) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.