IT Support Technician
Summary
Provides day-to-day IT help desk support for Lake Erie College's campus: fielding tickets, diagnosing hardware, software and network issues, setting up end-user PCs, and supporting systems like the LMS, ERP, telephony and A/V, with occasional on-call and event support.
Position Description
IT Support Technician
REPORTS TO: DIRECTOR OF INFORMATION TECHNOLOGY
STATUS: FULL-TIME, EXEMPT, SALARIED
Under general supervision, the IT Support Technician provides technical software, hardware and network
problem resolution to all campus computer users by performing question/problem diagnosis and guiding
users through step-by-step solutions. The IT Support Technician is to clearly communicate technical solutions
in a user-friendly, professional manner and will assist other IT personnel and perform work related to various
technical systems, as required.
RESPONSIBILITIES:
- Fields all IT help desk calls/tickets and creates the initial record of the request. Monitors and manages the Tech Support email and calendar.
- Identifies, diagnoses and resolves various technical problems for users of the campus community.
- Documents solutions and provides feedback for improvement upon departmental and campus technology, solutions and processes.
- Delivers, sets up and assists in the configuration of end-user PC desktop hardware and software.
- Provides initial software support for campus LMS and ERP system, as required.
- Provides assistance with server, storage, network, telephony, audio/video, security and other related equipment, as needed.
- Provides on-call and after-hours support on an as-needed basis.
- Coordinates with campus constituents regarding event requests, providing and supporting required technical equipment.
- Assists with and provides support for new student orientation procedures.
- Directs and manages IT Interns with guidance from the Director of Information Technology
- Other duties as assigned by the Director of Information Technology.