IT Technician 5

Strong Internal Identified

A strong internal candidate has been identified.

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 $23.68 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 with a high degree of independence and under limited direction, the IT Technician 5 manages and supports information technology resources, services, and systems for the Gund Law School/ North Campus, College of Arts and Sciences, Case School of Engineering, and the School of Medicine. This includes providing leadership to the larger support team in maintaining and troubleshooting the unique equipment, systems, and software of the Case Western Reserve University campus, highly specialized and technical schools. Ensure timely and quality completion of requests for service; implementing university information security policies and standards in research, academic and administrative systems; repairing computer equipment; managing new computer deployment; coordinating support between various units; managing IT devices and working with service vendors; and ensuring excellent customer relations and service at all levels of the university including deans, associate deans and department heads.

This highly visible position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services, and proactively and predictively anticipates and addresses issues. This service-oriented position requires exceptional customer rapport and in-depth technical knowledge of specialized unique areas of computer labs and teaching areas. Exceptional problem-solving skills which involve research, implementation, and follow-up. Consistent meetings with directors management and key departmental staff. Outstanding rapport and relationship skills to work through issues with customers. This position collaborates with other analysts and technicians/contractors providing high-quality technical services to a varied set of departments supporting faculty, staff and students. Although the individual staff may develop specializations in the overall service portfolio, embedded in specific areas, periodic rotations will require a level of cross-training that is also expected.

This position will also function as a higher-level support to assist and instruct other less experienced deskside support technicians with technical issues through direct and chat communications. This position will demand a highly effective communicator, with superior organization and time management skills, driven, dependable and intrinsically motivated individual.

ESSENTIAL FUNCTIONS

• Operate with a high degree of autonomy and self-direction. Manage the technical needs of a specialized area with little guidance or technical oversight. Responsible for technical service and support to the user community (faculty, designated university VIPs, deans and department heads, other staff, and students) by independently managing issues and services requests, documenting fully through the ITSM system as well as walk up and observation. Create and utilize documentation for common issues. Provide ad-hoc training where appropriate. Perform to a high level of any routine and complex situations and repair all computer equipment. Research and troubleshoot end-user issues with computers, audio- visual equipment, printers, tablets, phones, software, and operating systems. Configure, support, troubleshoot and install specialized equipment and software to support the unique needs of their college and its highly technical and specialized schools. Prepare, set up, deploy and maintain networked workstations, peripherals, and thin clients in departmental offices and classrooms labs as needed. This includes the delivery of various school/university department equipment, which has been or needs repair. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets. Update computer assets in Active Directory and the inventory tracking system. Assist with the maintenance and operation of enterprise client/server and hosted systems operated or used by departments. Within the daily work, ensure the security and maintenance of departmental tools, equipment, and service vehicles. Participate in regular scheduled meetings. (45%)
• Serve as a primary liaison, developing a deeper rapport 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 collaborate with other technical experts in various 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. Develop strategies to better understand clients and their needs so that UTech can have the best interactions possible with them. Maintain frequent, clear communications and updates with clients and assist in finding solutions to situations that everyone can endorse. Work for win-win solutions, encourage open discussion, spot potential conflicts, and de-escalate the situation, treat people, and tense situations tactfully and professionally. Observe and analyze patterns in hardware, software, and network-related problems. Identify areas where the division can improve efficiencies and increase capabilities in the specific college. Report these to the appropriate UTech service group and management. (20%)
• Research developments in information technology use in the highly specialized and technical areas of their respective colleges to anticipate user needs. Serve as a specialized technical resource and point of escalation for other members of the support team. Implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively addresses issues. Act as a catalyst. Communicate to those stakeholders affected by changes, and address their questions, concerns, and needed information. Stay informed about regular updates and new developments related to supported hardware and software systems. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (10%)
• Provide regular support, maintenance, and configuration of computer equipment and systems in their respective colleges, including highly specialized equipment and software. Assist customers by determining the best new computer and hardware recommendations. Document operations of these systems. Also, assist with disconnections, reconnections and moves within the same building. Coordinate with vendors on upgrades and repairs. Ensure the coordination of IT activities being worked in the UTech Care Center. Make periodic recommendations for specific college images. Maintain an up-to-date knowledge of changing industry capabilities and practices that are related to the functional areas of the position. (10%)
• Monitor and communicate through various departmental electronic tools and applications. (8%)

NONESSENTIAL FUNCTIONS

• Monitor and perform day-to-day maintenance for printing programs in specific areas. (3%)
• Participate in training programs as required. (1%)
• Perform periodic wellness checks for common area computers and peripherals. (1%)
• Serve on appropriate university committees, working groups, or training sessions. (1%)
• Perform other duties and responsibilities as assigned. (1%)

CONTACTS

Department: Continuous contact with UTech staff collaborating and discussing IT best practices and university standards to stay compliant with IT procedures and the resolution of client issues.

University: Regular contact with VIPs, deans, department heads, and staff members in all departments in designated areas at all levels. Occasional collaborative contact with service departments such as Networking as special projects warrant. Moderate contact with prospects, faculty, staff, and guests of the university. Contact is to maintain information flow between UTech and clients and to facilitate issue resolution.

External: Occasional contact with outside vendors and representatives to manage relationships and end-user experience with vendors, technology pricing, and development of recommendations.

Students: Occasional contact with students, assisting them in the classroom or labs with any IT or computer needs that arise.

SUPERVISORY RESPONSIBILITY

This position has no direct supervision of staff employees. May supervise student information technology workers. May supervise the work of project team members (when assigned as project lead. May ensure others comply with established standards.

QUALIFICATIONS

Experience/Education/Licensing: High school education and a minimum of 6 years of demonstrated experience in related technical field OR an associate degree and 5 years of demonstrated experience in related technical field OR Bachelors degree and 1 year of experience in related technical field. Experience providing technical support to C-Suite clients is preferred. A Minimum of 2 of the following certifications are highly desirable, certifications may be accepted in conjunction with experience: CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA LINUX +, CompTIA Project ACMT, SCCM, MECM, Jamf or ACiT. Valid Ohio drivers license with a good driving record.

REQUIRED SKILLS

• Demonstrated skill in troubleshooting workstation hardware (desktop/laptop - Windows/Macintosh), software, printer, mobile devices (phones/tablets), and specialized academic equipment.
• Ability to do physical repair of computer equipment, replacing hard drives, batteries, motherboards, etc.
• Ability to repair printer equipment, replacing fusers, transfer belts, etc. Experience with WEPA stations, a plus.
• Extensive experience with Microsoft Windows, Apple MacOS, Android, iOS, Microsoft Office and Google Workspace applications.
• Understanding network technologies and ability to troubleshoot basic network connectivity issues on a variety of hardware devices.
• Demonstrate excellent analytical and problem-solving capabilities with the ability to prioritize based on situations, deadlines, and solutions.
• Experience with client/server and hosted enterprise applications.
• Strong customer service outlook and a desire to create an exceptional experience for staff, students and guests of the university by adapting to the given audience or situation and supporting the customer through to the resolution of the root cause of their issue. Ability to interact with colleagues, supervisors, and customers face-to-face or remotely.
• Ability to work independently, under general operational guidelines.
• General understanding of endpoint management applications such as Microsoft Endpoint Configuration Manager (SCCM/MECM), Microsoft Endpoint Manager (Intune/MEM) and JAMF, a plus.
• 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 which sometimes arise. Always aware of the 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 constantly changing scope and needs of the department, division, and customers being served.
• Ability to work independently, under general operational guidelines.
• Ability to work as part of a team, being able to play the roles of a 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.
• Demonstrate flexibility and excellent analytical and problem-solving capabilities with the ability to prioritize based on situations, deadlines and solutions.
• Ability to optimize the use of time and resources to achieve the desired results; effectively plan and organize work to minimize crises.
• Provide recommendations and source quotes for specific equipment.
• Provide Lab technical support as needed
• Assist in the updating and recording of university assets in the Asset Management system
• Excellent verbal, non-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.
• Consistently model high standards of honesty, openness, and respect for the individual.
• Willingness to learn and work with Artificial Intelligence (AI) tools and technologies.
• 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.

WORKING CONDITIONS

Working conditions are general office, lab, or other work environments. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. Overtime may be required in time critical situations. The employee may be required to carry a cellphone. Limited manual dexterity required. Work requires the ability to lift up to 50 pounds and may be required, and there is bending and kneeling involved. The employee will need to perform repetitive motion using a computer mouse and keyboard to type. At times there will be higher than normal working pressure due to tight deadlines and interaction with multiple levels of faculty and administration. There are periods of high stress situations such as meeting project deadlines and the production of special projects. Little or no exposure to hazards.

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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