IT Technician 4

The Gerontological Society of America (GSA).; Ohio; On-site; USD 45,000 - 65,000; Full time

Job summary

A well-respected organization is seeking a Technical Support Specialist to provide critical support for technology needs within the School of Dental Medicine. The role includes troubleshooting various hardware and software issues, maintaining customer-focused service, and overseeing the inventory of technology resources. Candidates should possess relevant technical experience and a strong inclination towards customer service.

Qualifications

• 5-8 years of experience in a related technical field.
• Strong computer hardware and software diagnostic skills.
• Vendor and technology certifications highly desired.

Responsibilities

• Investigates and troubleshoot hardware/software issues for the School's technology.
• Provides advanced support for clinical software applications.
• Manages inventory of loaner equipment and performs maintenance tasks.

Skills

Customer service

Troubleshooting

Analytical skills

Teamwork

Education

Bachelor's degree in computer and/or related technical field

Tools

Microsoft Windows operating systems

Crystal Reports

SQL

Job description

POSITION OBJECTIVE

Working with a high degree of independence and under general direction, supports the computing needs of the School of Dental Medicine. This position will troubleshoot and solve advanced technology problems while maintaining a positive customer-focused attitude.

ESSENTIAL FUNCTIONS

Investigate, troubleshoot and solve all hardware and software issues. Provide basic and advanced technical support for desktop and notebook computers, printers, tablets, and other mobile devices including, but not limited to the replacement of components. Support networked and local printing devices. Work closely with IT professionals across campus and external help desk vendors to coordinate efforts, supply central resources with information specific to the School of Dental Medicine environment and maintain a high level of support for customers. (40%)
Provide advanced support for, but not limited to, the following software applications: all clinical software in use by the School of Dental Medicine, recent Windows versions, Microsoft Office, major browsers, antivirus, cloud-based apps, etc. Provide or identify appropriate support for other software applications as needed. Contribute to the UTech knowledgebase as needed. (40%)
Perform initial needs analysis and provide recommendations for new or replacement technology equipment. Configure newly purchased equipment and deploy them to user's offices. Ensure that new equipment is set up, functioning properly, and has been properly inventoried. Provide introductory software training at the user's desk after installing new applications or at the request of the user. Install additional advanced software packages as needed. (10%)
NONESSENTIAL FUNCITONS

Assist in managing the fleet of loaner equipment for the School of Dental Medicine including the inventory documentation. Regularly perform equipment inventory tasks. Inspect all returning equipment for damage or missing items. Clean, repair or replace these items as necessary. Ensure that the inventory database is correct and up to date. (5%)
Perform other duties assigned. (5%)
CONTACTS

Department: Daily contact with School of Dental Medicine faculty, staff, and students to support their technological needs. Some contact with IT technology staff in other areas of UTech.

University: Moderate contact with IT staff as well as other technical personnel in the university. Contact is generally to facilitate issue resolution.

External: Infrequent contact with a variety of technology product vendors including but not limited to Dell, Microsoft and other vendors to obtain specifications and price quotes, resolve hardware or software issues. Some contact with information technology professionals outside the university while attending training and conferences.

Students: Frequent contact to assist them with their technological needs.

SUPERVISORY RESPONSIBILITIES

May supervise student employees.

QUALIFICATIONS

Experience/Education/Licensing: High school diploma and 5 to 8 years of demonstrated experience in related technical field OR an Associate's degree in computer and/or related technical field and 4 years of experience OR Bachelor's degree in computer and/or related technical field (strongly prefer 1 to 2 years of related experience with Bachelor's degree). Vendor certifications, Computer A+ certification highly desired. Other technology certifications may be desired after hire. Valid Ohio driver's license with a good driving record.

REQUIRED SKILLS

Excellent reading comprehension and ability to follow written technical instructions.
Extensive experience with all current Microsoft Windows operating systems.
Strong computer hardware diagnostic, troubleshooting, and repair skills.
Strong software diagnostic, troubleshooting, and repair skills.
Experience with Microsoft Active Directory, highly desired.
Experience with Crystal Reports and simple SQL queries is highly desired.
Experience with Microsoft anti-virus solution highly desired.
Experience in supporting networked and local printers, highly desired.
Ability to understand organizational change in light of internal and external trends, influences, and future technology.
Strong team player that is able to handle heavy workload.
Ability to handle scheduled tasks along with unscheduled emergencies and priorities.
Strong customer service outlook and a desire to create an exceptional experience for staff, students and guests of the university by adapting to the given audience or situation and supporting the customer through to the resolution of the root cause of their issue. Ability to interact with colleagues, supervisors, and customers face to face.
Ability to actively listen, responsive to verbal and non-verbal clues. Ability to empathize ¿ listening and actually becoming involved in what the customer is explaining about their situation.
Ability to respond to difficult, stressful and sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations which sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood. Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served.
Ability to work independently, under general operational guidelines.
Ability to work as part of a team, being able to play the roles of team leader and team player as required.
Demonstrate excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines and solutions.
Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organize work to minimize crises.
Excellent verbal, non-verbal and written communication skills.
Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Embraces diversity.
Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control, and accessibility of sensitive information.
Ability to meet consistent attendance.
Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
Ability to interact with colleagues, supervisors, and customers face to face.
WORKING CONDITIONS

Typical offices, laboratories, and dental clinic environments. May be exposed to common cleaning agents. Frequent travel between facilities in various weather conditions. Occasionally early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. The employee may be required to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies. Overtime may be required in emergency situations. Work requires the ability to lift up to 49 pounds. The employee will drive a university vehicle while on the job.