IT Technician 4- Customer Support Services

Salary Grade

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $22.13 per hour, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

Job Description

POSITION OBJECTIVE

Working under general supervision, managing and supporting information technology resources, services, and systems in in University General. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills. The position works alongside other staff members and student employees providing high-quality technical services to a varied set of departments. Although individual staff may develop specializations in the overall service portfolio, a level of cross training is also expected.

ESSENTIAL FUNCTIONS

• Research, troubleshoot and resolve reported end-user issues with computers, audio-visual equipment, printers, tablets, phones, software and operating systems in administrative departments, residence halls, Greek houses and university-owned apartment buildings. Record all work in a ticket tracking system. Create and update internal documentation and help desk scripts for common issues. Provide ad-hoc training, where appropriate. Research developments in information technology use in assigned areas to anticipate user needs. Act as a change catalyst, communicate with stakeholders affected by changes and address their questions, concerns and need for information. (50%)
• Setup, deploy and maintain networked workstations, mobile devices, peripherals, telephony and audio-visual equipment in departmental offices, residential commons and event venues. This includes the delivery of various equipment that has been or is in need of repair. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets in an inventory tracking system. Update computer assets in Active Directory. Stay informed about regular updates and new developments related to supported hardware and software systems. Assist in the coordination and determination of new equipment purchases. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (20%)
• Setup, deploy and maintain point of sale equipment in campus and partner retail locations and on campus vending and copy machines. Work with retail and payment vendors for deployment and troubleshooting. Maintain device configuration in the Blackboard Transaction System. (6%)
• Monitor and perform periodic maintenance of the campus-wide cable television distribution system. Troubleshoot end-user issues with the system. Work with the system vendor to facilitate repairs and upgrades. Provide project representation for cable TV installations on campus. (6%)
• Monitor and perform day-to-day maintenance for the campus-wide student-printing program. Troubleshoot student issues with the system. Work with the system vendor to facilitate equipment moves or repairs. Provide ad-hoc training to students or staff on usage and maintenance. (6%)
• Manage reservations for a shared equipment pool. Ensure items are delivered or available on time and in working order. Evaluate equipment upon return for damage. Analyze demand over time to make recommendations for adjustments to the pool. (6%)
• Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, and departments to help achieve business goals. (6%)

NONESSENTIAL FUNCTIONS

• Participate in training programs (<1%).
• Serve on appropriate university committees (<1%).
• Perform other duties and responsibilities as assigned (<1%).

• CONTACTS

  Department: Continuous contact with departmental staff and student employees in support of client assistance regarding status and resolution of client issues.

  University: Regular contact with staff members in all departments at all levels. Occasional collaborative contact with service departments such as Construction Management as special projects warrant. Moderate contact with prospects, faculty, staff and guests of the university. Contact is generally to maintain information flow between University Technology and clients and to facilitate issue resolution.

  External: Occasional contact with vendors, contractors, and partners to fulfill project or service initiatives. Infrequent contact with other University Circle institutions as clients.

  Students: Continuous contact with student employees in a mentoring role. Moderate contact with student leaders, and as clients to facilitate issue resolution.

  SUPERVISORY RESPONSIBILITIES

  This position has no direct supervision of staff employees.

  QUALIFICATIONS

  Experience/Education/Licensing: High school diploma and 5 to 8 years of demonstrated experience in related technical field OR an Associate degree in computer and/or related technical field and 4 years of experience OR Bachelors degree in computer and/or related technical field. Valid Ohio drivers license with a good driving record.

  REQUIRED SKILLS

  • Demonstrated skill in troubleshooting workstation hardware, software and network issues.
  • Advanced knowledge of Microsoft Office and GSuite for Education applications.
  • Experience with client/server and hosted enterprise applications.
  • Exposure to point-of-sale systems and hardware is highly desirable.
  • Strong customer service outlook and a desire to create an exceptional experience for faculty, staff, students and guests of the university.
  • Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises.
  • Excellent verbal and written communication skills, negotiating abilities, the ability to present complex concepts in simplified terms within support and training settings, and conflict resolution skills.
  • 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 involving yourself in what the customer is telling you about their situation.
  • Ability to respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that 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 a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation; build a team identity and commitment. Being able to play the roles of team leader and team player as required.
  • Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control and accessibility of sensitive information.
  • Excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines and solution.
  • Demonstrated creativity and flexibility in working on a varied project portfolio with a variety of constituent groups in a fast-paced environment.
  • Consistently models high standards of honesty, integrity, trust, openness and respect for the individual.
  • Ability to meet consistent attendance.
  • Ability to demonstrate 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.
  • Willingness to learn and work with artificial intelligence (AI) tools and technologies.

  WORKING CONDITIONS

  General office environment. Frequent travel between facilities. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. Limited overtime may be required in emergency situations. The employee may be required to carry a cell phone and to attend to after-hours emergencies. Limited manual dexterity required. Work requires the ability to lift up to 50 pounds. Little or no exposure to hazards. The employee will drive a university vehicle while on the job. This position is not eligible for the staff hybrid work program.

  EEO Statement

  Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

  Reasonable Accommodations

  Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.

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