IT Operations & Support Technician

• Serve as the first point of contact for all IT support requests via phone, email, walk-in, or ticketing system.
• Provide basic troubleshooting and support for hardware, software, printers, classroom technology, and peripheral devices.
• Follow documented procedures and accurately record work in a ticketing system.
• Assigns tickets and escalates unresolved issues to Tier 2/3 support personnel as appropriate.
• Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office.
• Support users with login issues, password resets, and multi-factor authentication (MFA).
• Perform workstation imaging, setup, and software installations for new and existing users.
• Maintain inventory records for computers, peripherals, and loaner equipment.
• Support IT onboarding and offboarding processes, including account provisioning and equipment setup/return.
• Monitor help desk systems and prioritize requests to ensure timely resolution and customer satisfaction.
• Follow established procedures and contribute to knowledge base documentation.
• Assist with classroom technology setup and troubleshooting when needed.
• Provide in-person, phone, and remote support to ensure consistent service across campus.
• Researches potential software and makes recommendations based on findings.
• Assist with software license management, including tracking, provisioning, and vendor coordination for applications such as Adobe Creative, Cloud and Microsoft 365.
• Support endpoint security monitoring and assist with escalation of antivirus and EDR alerts in coordination with senior IT staff.

Additional duties include direct and indirect activities to support recruitment and retention of students.

• Knowledge of computer trends, software, capabilities, and terminology.
• Experience identifying and resolving computer and system problems, including compatibility conflicts, application operations, and hardware malfunctions.
• Demonstrated ability to identify inefficiencies and recommend or implement process improvements.
• Experience providing technical support in person, by phone, or via remote tools.
• Basic knowledge of computer hardware and software installation, and operating systems (Windows and macOS).
• Experience supporting users in the use of application software as well as communicating and coordinating with vendors, users, and other IT staff.
• Experience with Microsoft Office.
• Excellent customer service and communication skills.
• Strong organizational skills and attention to detail.
• Dependable, punctual, and able to work independently or as part of a team.
• Ability to multi-task, prioritize, and manage time effectively.

Preferred Qualifications:

• A+ Certification
• AA or AS degree in a field related to Information Technology
• 2+ years of customer service experience
• 2+ years of experience working in a help desk or IT support environment (e.g., academic or enterprise setting).
• Familiarity with Microsoft 365 apps and services, including Outlook, Teams, and OneDrive.
• Experience with ticketing systems such as TeamDynamix, KACE, ServiceNow, etc.
• Basic understanding of networking concepts (e.g., IP addressing, DNS, wireless troubleshooting).
• Familiarity with IT asset management and inventory tracking.
• Familiarity with endpoint security and mobile device management tools (e.g., Sophos, Microsoft Intune/Autopilot).
• Familiarity with hardware imaging workflows and device provisioning processes., Adobe Creative Suite, Antivirus, Asset Management, Authentication, Cloud Computing, Communication Skills, CompTIA A+, Computer Hardware, Computer Maintenance, Computer Software, Computer Workstations, Customer Satisfaction, Customer Support/Service, DNS (Domain Name System), Detail Oriented, Documentation, Endpoint Security, Establish Priorities, Hardware Administration, Hardware Installation, Help Desk, IP Addressing, Identify Issues, Information Technology & Information Systems, Inventory Management, Inventory Reports, Knowledge Base, Mac Operating System, Microsoft Office, Microsoft Outlook, Microsoft Product Family, Microsoft Windows Operating System, Mobile Devices, Multitasking, Onboarding, Operational Support, Organizational Skills, Peripheral Hardware, Printers, Problem Solving Skills, Procedure Development, Process Improvement, Record Keeping, Security Monitoring, ServiceNow, Software Administration, Software Installation, Software License Management, Sophos Antivirus, Systems Administration/Management, Team Player, Technical Support, Time Management, Trend Analysis, Wireless Communications