IT Support Technician - W2 ONLY

Essential Functions:

1.     Frontline Technical Support – 45%

·       Provides frontline technical support to faculty, staff, and students in person, remotely, and through the College's service-request process.

·       Diagnoses and resolves common issues involving:

Windows and macOS computers
Software and applications
User accounts and authentication
Printers and peripherals
Network and connectivity issues
Monitors, docking stations, keyboards, mice, and related equipment
Mobile devices and other College technology
·       Assists with workstation setup, equipment replacement, technology deployments, employee onboarding and offboarding, office moves, and other routine technology needs.

·       Documents work performed and escalates issues requiring advanced troubleshooting, administrative access, or assistance from other IT personnel.

2.     Classroom, AV & Conferencing Support – 25%

·       Provides frontline support for classroom, conference-room, and audiovisual technologies.

·       Assists users with displays, projectors, microphones, cameras, speakers, conferencing systems, presentation equipment, and related technologies.

·       Troubleshoots common classroom and meeting-room technology problems and escalates more complex equipment or infrastructure issues.

·       Assists College IT staff with technology support for meetings, instructional activities, livestreams, hybrid events, and other College activities.

·       Performs routine equipment checks and helps ensure classrooms and meeting spaces are ready for use.

3.     Endpoint & Device Support – 20%

·       Assists College IT staff with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.

·       Responsibilities may include:

Preparing computers for deployment
Installing approved software
Connecting and configuring peripherals
Performing routine software and operating-system updates
Assisting with device enrollment
Replacing or deploying computers and other equipment
Troubleshooting device configuration issues
Verifying equipment functionality
Maintaining standardized workstation configurations
Assisting with technology inventory and equipment tracking
·       May perform routine tasks within systems such as Microsoft Intune, Jamf, Active Directory, or other enterprise management platforms under the direction of College IT staff and based on assigned access.

4.     Technology Operations & Team Support – 10%

·       Assists College IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, documentation, and other operational needs.

·       Follows established procedures and technical documentation and helps document newly identified issues and solutions.

·       Works collaboratively with College IT staff and university technology partners and appropriately escalates issues outside the position's assigned responsibilities or technical expertise.

·       Performs other related duties as assigned.