Analysis Skills, Apple, Apple Macs, Atlassian JIRA, Audiovisual, Authentication, Budgeting, Communication Skills, Community Health, CompTIA A+, Computer Science, Computer Workstations, Customer Relations, Customer Support/Service, Customer/Client Research, Data Collection, Desktop PC, Detail Oriented, Diversity, Documentation, English Language, Follow Through, Health Science, Healthcare, Help Desk, Higher Education, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Interpersonal Skills, Keyboards, Knowledge Base, Laptop Hardware, Laptop PC, Leadership, Library and Information Science, Lift/Move 25 Pounds, Lift/Move 50 Pounds, Mac Operating System, Microsoft Active Directory, Microsoft Excel, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Operating System, Microsoft Windows System Administration, Microsoft Word, Multilingual, Network Architecture/Engineering, Network Support, Operating Systems, Organizational Skills, Peripheral Hardware, Physical Demands, Presentation/Verbal Skills, Printers, Problem Solving Skills, Project/Program Management, Public/Media/Press/Analyst Relations, Retail, Safety Process, Scholarship, Servant leadership, ServiceNow, Spanish Language, Team Building, Team Lead/Manager, Team Player, Technical Support, Time Management, Training/Teaching, Vendor/Supplier Relations, Web Browsers, Webcams, Wi-Fi
JOB TITLE: IT Support Technician
DEPARTMENT: Information Technology-End User Services
LOCATION: Whittier Campus – On-site
Exempt/Non-Exempt: Non-Exempt
SUPERVISOR NAME: Wayne Peacock
SUPERVISOR TITLE: Vice President of IT & CIO
GENERAL PURPOSE OF THE JOB:
Southern California University of Health Sciences (SCUHS) is a busy, walk-in environment. Faculty are between classes. Students are between exams. Staff are trying to get through their day. When a laptop won’t connect, a printer won’t print, or a password won’t reset, the difference between a five-minute interruption and a half-day disruption is whether someone friendly and competent is available right then to help.
That is why we need an IT Support Technician on the Whittier campus. Think of this role as the front porch of IT—the welcoming, capable presence that meets people where they are, fixes what can be fixed on the spot, and makes sure the rest gets to the right hands quickly. You are not an engineer or a network specialist, and you are not expected to be. You are the trusted first responder who solves the everyday problems—accounts, devices, peripherals, basic connectivity—and keeps everything else moving by knowing who to call and how to escalate cleanly.
This is an on-site, full-time role. You will spend your day in person with students, faculty, and staff—walking the campus when needed, assisting at the help desk, and partnering with our wider IT and Facilities teams to make sure issues get resolved, not just logged. Success in this role looks like a campus where people don’t dread reaching out to IT, because they know who you are and they know you’ll help.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide Walk-Up and Hands-On Support: Greet and assist students, faculty, and staff who come to the help desk or stop by your work area with a technology question. Triage what they’re bringing you, resolve what you can directly (password problems, printer setup, basic device questions, getting on the wifi), and explain what you’re doing so they leave knowing a little more than when they arrived.
- Resolve Common PC and Device Issues: Troubleshoot common Windows and Mac problems—login failures, slow machines, software glitches, browser issues, and basic peripheral connections (keyboards, mice, monitors, docking stations, headsets, webcams). Reimage or rebuild a workstation when standard fixes don’t do the job, following our documented procedures.
- Fulfill Peripheral and Accessory Requests:Issue and track keyboards, mice, headsets, webcams, cables, adapters, chargers, and similar items from on-site stock. Maintain a clean, organized inventory and let your supervisor know early when stock is running low so users never wait days for a $15 cable.
- Help People Get on the Network and Into Their Accounts:Assist with WiFi setup on personal and university devices, resolve printer connectivity issues, and walk users through password resets, multi-factor authentication enrollment, and standard access requests. When a request requires a higher level of approval, you’ll route it through the correct channel and follow up so the user isn’t left wondering what happened.
- Triage, Document, and Route Tickets: Enter clear, well-documented tickets in our IT service management system for issues you cannot resolve at the desk. The quality of your ticket determines how fast the right specialist can pick it up and finish the work, so the user gets a complete answer rather than a long round-trip. When a request belongs with a different team—Facilities, Audio/Visual, Library Services—you’ll route it correctly and let the user know who is now helping.
- Support Classrooms, Labs, and Shared Spaces:Help faculty and staff with classroom technology basics—projectors, displays, room PCs, document cameras, and conferencing equipment. When something fails minutes before class, you respond quickly and find a workable path forward, even if the full fix has to come later. You’ll also help spot and report facilities-related issues you encounter in the course of your day (a flickering light, a broken outlet, a torn cable cover) so the right team can address them.
- Be a Trusted Face of IT on Campus:You’ll be one of the most visible members of the IT team on the Whittier campus. How you treat people shapes how the entire department is perceived. You’ll keep your tone patient and respectful even when someone is stressed or frustrated, and you’ll never make a user feel bad for asking a basic question. If you don’t know an answer, you’ll say so honestly and find someone who does.
Additional Duties:
- You keep your work area, the help desk window, and any shared IT spaces clean, organized, and presentable—this is a public-facing role on a healthcare campus where appearances matter.
- You contribute to building and maintaining IT knowledge base articles and quick-reference guides so users can self-help where appropriate, and so common fixes are consistent across the team.
Attendance
Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks, where applicable.
Onsite:
This is a fully on-site role at the Whittier campus. The IT Support Technician is expected to be physically present during all scheduled work hours. Remote work is not available for this position because the value of the role is in being available in person to students, faculty, and staff.
Intellectual
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
- Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
- Project Management - Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
- Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Interpersonal
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Leadership
- You take ownership of the user’s problem from the moment it lands in front of you. You don’t pass it off, you don’t disappear, and you don’t let people fall through the cracks—even when it would be easier to do so.
- You uphold IT standards by following documented procedures, respecting security and data classification policies, and making sure every device, account change, or peripheral handed out is logged correctly.
Organization
- Business Necessity – The needs of SCU may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances, goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to make modifications to how business is conducted, and work is accomplished, with minimal or no advance notice to employees. Accordingly, the employee must be capable of adapting, with minimal or no advance notice, to changes in how business is conducted, and work is accomplished, with no diminishment in work performance.
- Safety and Security –All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
EDUCATION
High school diploma or equivalent (GED) required. Associate’s degree in Information Technology, Computer Science, or a related field is a plus, as is industry-recognized IT training (CompTIA A+ coursework, vendor-specific training, or similar).
EXPERIENCE:
- Must have: 1+ years of customer-facing experience in IT support, help desk, retail technology (Apple, Best Buy Geek Squad, Microsoft Store), or a comparable customer-service environment where troubleshooting and patience were both required.
- Must have: Working familiarity with Windows 10/11 and Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive). Comfort using these as a daily user is the floor; basic troubleshooting experience is preferred.
- Must have: Strong verbal communication skills with a calm, friendly, service-oriented disposition. You don’t lose patience with people who are stressed, confused, or repeating a question.
COMPUTER SKILLS:
- Operating Systems: Windows 10/11 (primary). Working familiarity with macOS is a plus.
- Productivity Suite: Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive, SharePoint).
- Endpoint & Identity: Basic understanding of Active Directory / Microsoft Entra ID accounts, password resets, and Multi-Factor Authentication enrollment workflows.
- Hardware: Laptops, desktops, monitors, docking stations, printers, headsets, webcams, and standard peripherals.
- Networking Basics: Wi-Fi setup on personal and university devices; ability to recognize and report connectivity issues, not architect networks.
- Ticketing & Documentation: Comfort using a ticketing/ITSM system (e.g., ServiceNow, Jira Service Management, Freshservice, or similar) to log, update, and route tickets clearly.
- Collaboration & Conferencing: Microsoft Teams, SharePoint, and the basic conferencing technology used in classrooms and meeting rooms.
Additional Skills:
- Must have: 1+ years of customer-facing experience in IT support, help desk, retail technology, or a comparable customer-service environment.
- Must have: Working familiarity with Windows 10/11 and Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive).
- Must have: Strong verbal communication skills with a calm, friendly, service-oriented disposition.
CERTIFICATES, LICENSES, REGISTRATIONS:
- CompTIA A+, ITIL Foundation, or equivalent entry-level IT certification is a plus but not required.
OTHER SKILLS AND ABILITIES/ QUALIFICATIONS:
- 1–3 years of experience in a help desk, IT support, customer service, or technology retail environment.
- Patience and clear communication with non-technical users; ability to explain technical issues without jargon or condescension.
- Strong organization and follow-through; ability to track multiple open tickets and walk-up requests without dropping any.
- Ability to recognize when an issue is beyond your scope and to escalate cleanly with a complete handoff—not a half-finished ticket. Bilingual English/Spanish is a plus given the campus community.
- Experience in higher education, healthcare, or another mission-driven environment where users include both seasoned faculty and first-generation college students is a plus.
- Comfort with the physical aspects of the role—moving equipment, kneeling under desks to plug in cables, and being on your feet for much of the workday.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, bend, kneel, reach with hands and arms, and use hands and fingers to handle cables, peripherals, and small components. The employee is regularly required to talk and hear in order to assist users in person, by phone, and over chat.
This position involves spending much of the workday on your feet and moving between buildings, classrooms, offices, and IT support spaces on the Whittier campus. The role involves frequent lifting and moving of computer equipment, monitors, peripherals, and supplies up to 25 pounds, and occasional lifting up to 50 pounds (with assistance available for heavier items). Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
This position operates on the SCUHS Whittier campus in a mix of office, classroom, lab, and shared support areas. The role involves regular face-to-face interaction with students, faculty, staff, and visitors throughout the workday. The noise level is typically moderate, with periodic increases during class transitions, busy periods, and events. The employee will move regularly between buildings, classrooms, offices, and IT support spaces.
This is not a remote-eligible position. While performing the duties of this job, the employee is occasionally exposed to outside weather conditions when traveling between buildings on campus.
Expectations of SCU Employees
The SCU President’s Cabinet has identified a set of values and attributes that are bare minimums for employment, those that are core to who we are as a university, and values to which we aspire. Further identified are qualities and attributes desirable for employees in general, and senior leadership specifically. This is in harmony with principles found in The Advantage, by Patrick Lencioni.
SCU Core Values:
1) Integrative Health: We teach, learn, collaborate, and lead by creating an open environment for multiple disciplines and professionals to bring their shared and unique skills together for the benefit of patients and students.
2) Evidence-based Practice: We value a culture of inquiry, assessment, research, scholarship, and judicious use of current best evidence to inform our decisions and work.
3) Health Equity: We value people equally. We strive to educate graduates that are prepared to improve individual and community health.
4) Inclusivity: We welcome everyone regardless of age, race, ethnicity, class, religion, gender, gender expression, sexual orientation, disability, or any other similar or protected status. We believe inclusivity leads to more diversity in our reasoning, better representativeness in our conclusions, more ingenuity in our problem solving, and greater equity in our care
Profile Qualities:
1) Customer service focused
2) Willing to invest in student/client success by fostering positive relations, guidance, and assistance
3) A belief that no task that improves the University is beneath us/servant leadership
4) Be an ambassador of the brand
5) Be a part of recruitment
6) Resource innovator
Profile-Specific Qualities by Category:
1.) They promote positivity and teamwork
a. They actively work to build up teams and break down silos
b. They actively work to be part of the solution
c. They actively work to empower themselves and their teammates, working together in decision making processes
2.) They see how they can affect the bigger picture
a. They understand how their role helps to build the future of integrative healthcare
b. They pay attention to the details.