The Part time IT Support technician will be responsible for providing onsite & remote support to the University community. The IT Support Engineer’s responsibilities include reacting to support requests and working on IT projects and tasks. Support requests include troubleshooting computer connectivity issues, access issues, and providing information on the supported services. IT projects and tasks may include analyzing data, documentation, creating reports, system configuration, or researching technology solutions.

Work Shift: 5hrs/day, Monday through Saturday.

ESSENTIAL DUTIES AND RESPONSI­­BILITIES

Troubleshoot issues and provide technical support on:

• User account access / password resets
• Connectivity issues with client-side network
• Software/Hardware setup on mobile/laptop/desktop devices
• Software applications how-to and troubleshooting
• General application support – informational requests or providing how-to education

IT project and tasks:

• Document user how-to guides and inventory of technology hardware/software
• Research technology solutions to resolve issues or enhance IT Services
• Create training materials for MBKU Community
• Gathering and analyzing data for data reports or troubleshooting issues
• Supporting IT projects and initiatives

Working within our IT ticketing system, IT Support Technician must be able to create and manage tickets with minimal supervision. This includes prioritizing tickets, promptly communicating with end users, and documenting resolutions.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The r­equirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge:

• Strong understanding and technical knowledge of PC and Apple operating systems and hardware.
• Technical proficiency with Microsoft Desktop software, including Windows 10/11, Office 365.
• Technical proficiency with Apple operating systems and software, including MacOS, IOS, Safari, Outlook/Office for Macs.
• Good understanding of networking protocols and how computers communicate via networking protocols.
• Able to efficiently work with an SLA based ticketing system in opening, escalating, communicating, closing tickets.

Skills/Abilities:

• Excellent written, oral, and interpersonal communication skills.
• Strong customer service skills.
• Highly self-motivated, self-directed, and attentive to detail.
• Ability to effectively prioritize tasks for self in a complex environment.

EDUCATION AND/OR EXPERIENCE

• Required: High School degree or general education degree (GED)
• Associate or higher degree is preferred.
• 2+ years of experience in an IT support position within a company of at least 200 employees is required.