IT Support Technician

The IT Support Technician delivers comprehensive technical support and operational services to faculty, staff, students, and authorized affiliates across Webster University. As a member of the Infrastructure & Operations team, this role is responsible for providing end-user support, managing service desk operations, supporting classroom and audiovisual technologies, and assisting with IT asset management. The position plays a key role in ensuring the University’s technology environment remains reliable, secure, and efficient.

The IT Support Technician installs, configures, maintains, troubleshoots, and supports University-owned hardware, software, classroom technology, multimedia systems, and other IT-supported equipment while providing exceptional customer service through multiple service channels. This position also collaborates with Information Technology teams, campus departments, vendors, and student employees to support hardware and software deployments, asset lifecycle management, classroom instruction, IT-supported events, documentation, knowledge management, operational projects, and strategic technology initiatives across Webster University locations. Position-specific goals and objectives are established annually and align with the mission, vision, and strategic goals of Information Technology and Webster University.

Essential Duties and Responsibilities*

End User Support & Service Desk

• Respond to incidents, service requests, and technical support inquiries in accordance with established service level agreements (SLAs).
• Install, configure, maintain, troubleshoot, and support University-owned hardware, software, operating systems, mobile devices, printers, peripherals, and related technologies.
• Provide technical support through in-person, remote, telephone, email, and virtual support channels. This includes providing strong follow-up and claim ownership.
• Document, update, and maintain accurate records of incidents, service requests, assets, and work performed within the university's IT service management (ITSM) system.
• Diagnose and resolve hardware, software, network connectivity, account access, and other end-user technology issues, escalating requests when appropriate.
• Perform routine system maintenance, updates, equipment checks, and technology evaluations to ensure reliable service delivery.

Classroom, AV, and Event Technology Support

• Provide technical support for classrooms, laboratories, conference rooms, and IT-supported events across Webster University locations.
• Install, configure, maintain, troubleshoot, and support audiovisual equipment including projectors, displays, microphones, speakers, cameras, control systems, and collaboration technologies.
• Support classroom instruction, webinars, hybrid meetings, livestreams, and other multimedia initiatives.
• Perform routine classroom technology inspections and coordinate equipment repairs, maintenance, and vendor service as needed.
• Assist with multimedia documentation, user training, and technology best practices.

IT Asset Management & Technology

• Maintain accurate inventory records for university-owned technology assets using approved asset management and IT service management systems.
• Assist with hardware and software deployments, technology refresh initiatives, lifecycle replacement, asset audits, inventory reconciliation, and equipment retirement following policies and procedures.
• Support software implementation, asset tracking, procurement coordination, receiving, staging, tagging, deployment, surplus processing, and inventory reporting.
• Ensure asset records, inventory documentation, and related systems remain accurate, complete, and current.

Secondary Duties and Responsibilities*

• Participate in technology projects, campus deployments, operational initiatives, and continuous service improvement efforts.
• Collaborate with Information Technology teams, campus departments, vendors, and student employees to support daily operations and strategic technology initiatives.
• Develop and maintain technical documentation, knowledge base articles, procedures, and operational resources.
• Participate in professional development activities such as remaining current with emerging technologies, industry best practices, and departmental training opportunities.
• Perform other duties as assigned.

This position is generally scheduled to work Monday through Friday between 7:00 a.m. and 6:00 p.m. Regular, in-person attendance on Webster’s campus is an essential function and physical requirement of the job.

• Work schedules are based on departmental and operational needs and may vary to support University operations.
• Occasional evening and weekend hours may be required to support classroom technology, IT-supported events, system implementations, maintenance activities, emergency response, and other operational requirements.

This position is eligible for the University's Onsite Flex Work program in accordance with university policy and departmental operational requirements. Participation is based on job responsibilities, operational needs, and supervisory approval.

*Any one position may not include all of the duties listed, nor do the examples necessarily include all of the duties performed.