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IT Technician Level III

Spring Arbor University

Details

Posted: 26-May-22

Location: Spring Arbor, Michigan

Type: Full-time

Preferred Education: Bachelor’s

Categories:

Information Technology

Staff/Administrative

Employment Type:

Full-time

Organization Type:

Higher Education Institution

Preferred Education:

Bachelor’s

Summary
Responsibilities include managing aspects of technical support for SAU students, faculty and staff in a timely, accurate and professional manner. Employees in this position may be required to work outside of normal work days and office hours to meet operational deadlines and to provide computer service as needed. This position provides support to end users by handling service requests that have been escalated by lower tiers. They will have the ability to analyze existing systems and make proactive recommendations for improvements. This position will operate with a moderate level of autonomy handling projects from design to implementation. This position will manage and own specified systems and operations. Full-Time; 12 Months

Essential Duties and Responsibilities

Works to mitigate issue escalation by listening to the content of the issue and following through to a proper resolution.
Will maintain knowledge of and assist with maintenance of critical service systems such as box, email servers, software shares, etc.
May be required to manage student employees or student teams
Will be responsible for managing university systems, including but not limited to, software image creation, deployment, and maintenance on all SAU-owned computers.
Incident Management - Support efforts to ensure that adequate tools, processes, and skills are maintained throughout the service desk team to ensure the timely and effective handling of incidents following ITIL processes.
- Problem Management- Will keep regular tabs on the workflow of the service desk in order to identify problems and bring them to the attention of the IT team; also collaborating with other technicians to determine problem cause, impact, resolution, and future prevention.
- Incident Resolution - Service desk analysts typically play the role of 1st-level support within the IT organization—they're the ones that answer the phone or respond to your message when you first contact IT, and their goal is always to resolve the incident on the first call and restore service as quickly as possible. In cases where it is impossible for a 1st-level support provider to resolve the issue immediately, the incident may be transferred to a 2nd-level support technician.
Assist students, faculty and staff with technical support issues of hardware and software on a daily basis through support delivered face-to-face, Video conference, via phone and email.
Provide training and daily support to student technicians at the helpdesk.
Serve as the primary technician to ensure the helpdesk is “open”.
Supports the Computer Repair Center, and SAU lab computers.
Support and encourage IT Security efforts across all service delivery avenues.
Triage and resolve computer hardware, software and operating system problems escalated from the help desk.
Work with network and enterprise service team as appropriate to resolve technical issues and deploy software.
Travel to regional sites to resolve issues and perform preventative maintenance on computers as needed.
Assist with delivery of excellent AV support for university functions.

Fixed Assets

Effectively communicates asset management strategies to team members and stakeholders in a timely and clear fashion.
Assists with IT asset management (i.e., IT hardware and equipment.)
Performs inventories and usage monitoring of all IT assets and records all findings, changes, physical location, and incidences of support.

Project Management and Collaboration

Tracks project milestones and deliverables in project tracking tools or collaboration tools.
Serve as a critical participant in long term system maintenance projects
Document incidents, requests, and problems in SKMS and ticket system.
Participate with the security team and other teams as needed.

Other Duties & Work Conditions

May be required to work some night and weekend hours as assigned.
Travel will be required for working at remote campuses and sites as needed.
On-call availability to support escalated incidents.
Performs other duties as assigned to meet service objectives within IT.

Reporting Responsibilities

Reports to the Director of Service Technologies

Supervisory Responsibilities
This position may assist with or be expected to operate as the primary management for student employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Required: Knowledge, Skills & Abilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Proficiency in delivering customer service and working with non-technical users to resolve technical issues.
Effective good organizational skills.
Ability to handle discretion.
Valid Michigan driver’s license is required.
Proficient knowledge of workstation applications, including but not limited to: Microsoft Office, antivirus and antispyware applications, and Internet browsers. Experience managing all aspects of workstation performance in an enterprise network environment preferred.
Technical problem-solving skills and possess excellent interpersonal and communication skills.
Understanding of the role IT Security plays across all elements of IT service delivery and effective security integration
Ability to provide guidance and mentorship to student employees.
Must be able to lift up to thirty pounds.
Working knowledge of Helpdesk Management and support escalation procedures.
Effective communication and training skills. Must be able to communicate to end users for proactive notifications and incident response situations.
Analytic skills for using Excel (spreadsheets) to track issues, plan projects and perform and perform cost analysis
Individual will exhibit a life and service that is in full accord with the Spring Arbor University Concept and Community Covenant.

Desired: Knowledge, Skills & Abilities

Effective project management and coordination skills.
Working knowledge within the domain of Student Information Systems.
Working knowledge of IT service methodologies within Higher Education that includes Student, faculty and Academic Support.
Windows SCCM.
Enterprise desktop management.

Required Education and/or Experience

Associate's degree or three years related experience, preferably in University context required. Bachelor's degree preferred.
Experience with troubleshooting Microsoft and Apple operating systems required, with
Experience with PC and Apple hardware repair required.
Experience with troubleshooting principles, methodologies, and issue resolution techniques.
Experience working with systems administration

Preferred Experience

Microsoft or other IT certifications preferred.
Desktop automation experience preferred.
Powershell scripting.
Experience with service delivery within an IT standards framework such as ITIL or ITSM.

Experience working in multicultural academic environments preferred and individuals from diverse populations are encouraged to apply. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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About Spring Arbor University

Since 1873, Spring Arbor University has helped students pursue wisdom by offering an education grounded in the Christian faith. What began as a small elementary and secondary school in the late 1800s has evolved into a top-tier, liberal arts, Christian university. Offering more than 70 undergraduate majors and programs, nine degree completion programs, two associate programs, and 12 graduate programs. With programs presented on campus, online and on site at 17 locations throughout Michigan and in Ohio, the University continues to meet the growing needs of its students.

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