Working with a high degree of independence and under general direction, service and support the computing needs of the School of Dental Medicine. This position will troubleshoot and solve advanced technology problems while maintaining a positive customer-focused attitude.
- Investigate, troubleshoot and solve all hardware and software issues. Periodically review system configuration protocols and edit existing procedures and/or create new procedures as a result of the development of new technologies from vendors or the industry. Provide basic and advanced technical support for desktop and notebook computers, printers, tablets, and other mobile devices including, but not limited to the replacement of components. Initiate and manage a preventative maintenance program for staff computers. Support networked and local printing devices. Work closely with IT professionals across campus and external help desk vendor to coordinate efforts, supply central resources with information specific to the School of Dental Medicine environment and maintain high level of support for customers. (40%)
- Provide advanced support for, but not limited to, the following software applications: all clinical software in use by the School of Dental Medicine, ExamSoft, recent Windows versions, Microsoft Office, major browsers, antivirus, cloud based apps, etc. Provide or identify appropriate support for other software applications as needed. Contribute to the UTech knowledgebase as needed. (40%)
- Perform initial needs analysis and provide recommendations for new or replacement technology equipment. Configure newly purchased equipment and deploy to user’s offices. Ensure that new equipment is set up, functioning properly, and has been properly inventoried. Provide introductory software training at the user’s desk after installing new applications or at the request of the user. Install additional advanced software packages as needed. (10%)
- Assist in managing the fleet of loaner equipment for the School of Dental Medicine including the inventory documentation. Regularly perform equipment inventory tasks. Inspect all returning equipment for damage or missing items. Clean, repair or replace these items as necessary. Ensure that the inventory database is correct and up to date. (5%)
- Perform other duties assigned. (5%)
Department: Daily contact with School of Dental Medicine faculty, staff, and students to support their technology needs. Some contact with IT technology staff in other areas of UTech.
University: Moderate contact with IT staff as well as other technical personnel in the university. Contact is generally to facilitate issue resolution.
External: Infrequent contact with a variety of technology product vendors including but not limited to Dell, Microsoft and other vendors to obtain specifications and price quotes, resolve hardware or software issues. Some contact with information technology professionals outside the university while attending training and conferences.
Students: Frequent contact to assist them with their technology needs.
May supervise student employees.
Experience/Education/Licensing: High school diploma and 5 to 8 years of demonstrated experience in related technical field OR an Associate degree in computer and/or related technical field and 4 years of experience OR Bachelor's degree in computer and/or related technical field. Vendor certifications, Computer A+ certification highly desired. Other technology certifications may be desired after hire. Valid Ohio driver’s license with a good driving record.
- Extensive experience with all current Microsoft Windows operating systems.
- Strong computer hardware diagnostic and repair skills.
- Strong software diagnostic and repair skills.
- Experience with Microsoft Active Directory, highly desired.
- Experience with Crystal Reports and simple SQL queries highly desired.
- Experience with FortiManager highly desired.
- Experience in supporting networked and local printers, highly desired.
- Ability to understand organizational change in light of internal and external trends, influences, and future technology.
- Strong team player able to handle heavy workload.
- Ability to handle scheduled tasks along with unscheduled emergencies and priorities.
- 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.
- Ability to actively listen, responsive to verbal and non-verbal clues. Ability to empathize – listening and actually becoming involved in what the customer is explaining about their situation.
- Ability to respond to difficult, stressful and sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations which sometimes arise. Always aware of 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 constant 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 team leader and team player as required.
- Demonstrate excellent analytical and problem solving capabilities with the ability to prioritize based on situation, deadlines and solution.
- Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises.
- Excellent verbal, non-verbal and written communication skills
- Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Embraces diversity.
- Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
- Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control and accessibility of sensitive information.
- Ability to meet consistent attendance.
Typical office, laboratory, and dental clinic environments. May be exposed to common cleaning agents. Frequent travel between facilities in various weather conditions. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. The employee may be required are to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies. Overtime may be required in emergency situations. Work requires the ability to lift up to 49 pounds. The employee will drive a university vehicle while on the job.
In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.
Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.