IT Technology Support II

The University of Louisville School of Dentistry (ULSD) is seeking a qualified candidate for an IT Technology Support II. This is a Tier 1 desktop support role, supporting all Staff, Faculty, and Students in clinical, academic, and administrative environments.

The successful candidate will deliver high-quality support for university-owned hardware and software, assist in the management of AV systems, maintain thin client infrastructure, and support specialized dental and research technologies. Responsibilities include troubleshooting and resolving complex technical issues, proactive system management, hardware deployment, software updates, documentation, and contributing to IT projects and initiatives., * Deliver excellent customer service and support to our customers for university-owned hardware and software. Providing timely solutions and responses, prioritizing support requests based on severity, urgency, and customer needs.

• Provide first-line support to customers (Staff, Faculty and Students) with issues on the clinic floors in all locations concerning hardware failures and application issues. 650 + Thin clients, Signature pads, Swipe cards readers, monitors, and other peripherals, ensuring timely escalation where appropriate.
• Monitor and manage SimpleMDM to ensure devices remain in compliance with DEP and VPP requirements.
• Purchase, image, and deploy PC’s, Laptops, Tablets and MAC’s, Monitors, Scanners and Printers to both clinical and offices in all ULSD locations, in accordance with DI policy.
• Ensure all University owned devices have the latest security patches, updated OS’s and browsers.
• Maintain, update and support all software and applications installed on users ULSD issued PC’s, Laptops and MAC devices such as, but not limited to, Citrix Workspace, ExamSoft, Bomgar, Dragon, iRis translation software, FloJo and GraphPad.
• Configure, support and act as 1st line support for ITS supplied software, such as, but not limited to Adobe Suite, MS office 365 and related products, Panopto, Respondus.
• Assist and guide customers with maintenance of user accounts, changing passwords, unlocking locked accounts, guidance when accounts expire or users leave, retire etc. Granting correct permissions to customers for file access and application access.
• Support all AV equipment in ULSD classrooms, conference rooms, teaching galleries (22) and at times locations at other areas on HSC. Working with vendors to resolve issues, new installations, break/fix, updates, ordering, shipping, and receiving of parts or supplies as needed, scheduling of PM’s or additional project work. Track inventory and carry out routine inspections of all equipment and PC’s for optimization.
• Manage, update and utilize software management tools such as PDQ, SimpleMDM & Trackit ticketing system.
• Troubleshoot issues with acquisition stations and Xray sensors in Radiology and different areas around the school, clinics, and offsite locations. Escalating to the respective team or vendor where necessary.
• Create, maintain, and update documentation on all aspects of IT within Dental Desktop/Helpdesk support.
• Facilitate Office moves for IT related equipment and reconnection of LAN ports/Phones as and when necessary.
• Database maintenance of all Hardware and Software acquired by ULSD Dental Informatics, including license records, to ensure compliance with copyright laws and inventory requirements.
• Support research lab equipment where necessary when devices are connected to PC’s.
• Assist with Digital Dentistry support where required, ensuring devices are documented, abiding by university policy and functioning for purpose with guidance from Apps team and Chair of Digital dentistry.
• Provide guidance and direction to all customers on cyber security in accordance with university policy.
• Guide customers with non-university owned equipment utilizing university software ensuring adherence to best practices and security protocols.
• Assist in project management and installation of retrofits and updates of hardware.
• Guide and support Tech Support Assistant and Program Assistant in Desktop support for customers as and when necessary.
• Support Exams and Exam laptops for Students, maintaining devices and updating software such as ExamSoft and Respondus.
• Field Initial queries with axiUm (EHR) questions and issues from customers, ensuring timely referral to the Apps team or manager.

Do you have experience in macOS administration?, Do you have a High school diploma or GED?, High School Diploma/GED and a minimum of two (2) years of related experience or an equivalent combination of education and experience. Grade 3 (Hourly), This position requires strong problem-solving skills, attention to detail, and the ability to prioritize tasks in a fast-paced environment. Collaboration with vendors, internal IT teams, and end-users is essential to ensure reliable technology performance, cybersecurity compliance, and user satisfaction. This position is located at the UofL School of Dentistry, 501 S. Preston Street, Louisville, Ky 40202., * CompTIA A+ Certification, CompTIA Network + Certification

• ITIL
• Thin Client support experience and management.
• Competent with AD, Azure and Intune
• Be proficient with MS 365 Suite of products.

Target Compensation Minimum:

Compensation will be commensurate to candidate experience.

Equal Employment Opportunity

The University of Louisville is an Equal Employment Opportunity employer. The University strives to provide equal employment opportunity on the basis of merit and without unlawful discrimination on the basis of race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity or expression, veteran status, marital status, or pregnancy. In accordance with the Rehabilitation Act of 1973 and the Vietnam Era Veteran Readjustment Act of 1974, the University prohibits job discrimination of individuals with disabilities, Vietnam era veterans, qualified special disabled veterans, recently separated veterans, and other protected veterans. The University acknowledges its obligations to ensure affirmative steps are taken to ensure equal employment opportunities for all employees and applicants for employment. It is the policy of the University that no employee or applicant for employment be subject to unlawful discrimination in terms of recruitment, hiring, promotion, contract, contract renewal, tenure, compensation, benefits, and/or working conditions. No employee or applicant for employment is required to endorse or condemn a specific ideology, political viewpoint, or social viewpoint to be eligible for hiring, contract renewal, tenure, or promotion.