IT Support Technician II

Employer
Gonzaga University
Location
Spokane, WA

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Employment Type
Full Time
Institution Type
Four-Year Institution
Who We Are:

At Gonzaga we don’t just state our mission. We live it every day as a Catholic, Jesuit, and humanistic University. It is the reason we exist and the foundation for our purpose: educating students for lives of leadership and service. From students to faculty and staff members, everyone here knows what we stand for – and they know how valuable our mission is to the success of our institution.

Our competitive benefit packages are part of Gonzaga’s commitment to care for the whole person. Packages include medical, dental, vision, life insurance, disability insurance, flexible spending accounts, retirement, tuition benefits, and other University-provided benefits.

We also provide numerous resources which help bring balance to the complexities of work and personal life through our work/life and wellness programs.

Position Title:

IT Support Technician II

Posting Number:

S1704P

Department:

Law Dean's Office

Work Schedule:

Monday through Friday, 8:00 AM to 5:00 PM; Incumbent may work non-standard house as neceessary

Employment Status:

Regular

Hours per Week:

40

Months per Year:

12

Job Purpose:

The IT Support Technician position provides the School of Law and the University community with a single point of contact for the resolution of technology-related problems.

Essential Function Category Title:

Field/AV Support

% of time for section:

50%

Function Details:

  • Maintain the computer and a/v equipment in the Law School classrooms, resolve problems therewith, make recommendations for upgrades thereto, and coordinate with outside contractors regarding the installation of such upgrades.
  • Coordinate, manage, and support all audio-visual services for the Law School community and public events occurring therein. This includes, but is not limited to, class recording, lecture presentation, and video conferencing.
  • Assist faculty, staff, administration and students in resolving problems with computing hardware and software, associated peripherals, and network connectivity.
  • Install and configure supported software products including network support software.
  • Assist law students with configuring and troubleshooting of their laptops with printing and Office 365 software. Image, install and configure replacement computing hardware.
  • Provide operating system support in Windows OS and Macintosh OS.
  • Provide application/software support for a variety of applications including Microsoft Office Professional, and other applications.
  • Troubleshoot and resolve network connectivity issues.
  • Troubleshoot, to the extent possible, problems with printers and copiers at the Law School.
  • Use electronic incident management system to track the status and resolution of work orders.
  • Provide pre-screening and assessment of equipment failures occurring under warranty or service contracts.

Essential Function Category Title:

IT Support

% of time for section:

30%

Function Details:

  • Assist users with password and connectivity problems on all services including Windows OS, Mac OS X, Citrix, VPN, Banner (ERP system), Email, Blackboard, ZagNet and mobile devices.
  • Assist users with installation, configuration, utilization, upgrade and resolution of problems related to operating system, utility, database, word processing, spreadsheet, email, web browsers, and similar software.
  • Assist users with the installation and upgrade of all forms of computer hardware and associated peripherals.
  • Assist users with network access. This support also includes remote access to campus network services.
  • Perform routine maintenance and upgrades on supported equipment and software packages, including, to the extent not maintained by outside contractors, printers and copiers.
  • Ensure all supported devices are at the latest approved security patch and OS version levels.
  • Generate and prioritize incidents for all work including problems requiring onsite investigation.
  • Route incidents to appropriate support personnel
  • Maintain proficiency in hardware and software used at Gonzaga.

Essential Function Category Title:

Other

% of time for section:

10%

Function Details:

  • Maintain level of proficiency through technical publications and journals, attending professional seminars and taking advantage of training opportunities
  • Provide assistance to other departmental technicians in those projects requiring multiple personnel.
  • Provide assistance to other technical areas of campus as directed.
  • Salvage, repair or dispose of used or obsolete equipment.

Other Functions:

Incumbent may represent the department on University or school-wide committees or projects as assigned and approved by supervisor.

University Work Values:

Promoting Excellence in Academic Endeavors and Professional Practice

• Fostering intellectual depth, competence, reflection, and creativity in pursuing exemplary, rather than satisfactory, outcomes

Sharing Responsibility for Mission Identity and Leadership

• Making a personal commitment to learn about Gonzaga’s mission, discovering ways to contribute individually and collaboratively to our distinctive learning and research community

Affirming a Commitment to Human Dignity

• Engaging one another with profound respect, professionalism, and cura personalis while supporting one another’s continued learning, development, and maximizing of potential

Advancing a Culture of Inclusiveness

• Developing cultural fluencies and global awarenesses, and practicing habits that enable us to value, recruit, and support community members from historically underrepresented backgrounds

Caring for Our Common Home and Integral Ecology

• Growing ecological awareness of and respect for the interconnectedness of human and non-human life, and the need to develop and practice habits that are mutually beneficial to all life

Cultivating Individual and Community Accountability

• Demonstrating mutual commitment to our shared project by holding ourselves and others responsible for actions, expecting appropriate behavior, and aligning activities with ethical and professional standards

Degree Required:

Bachelor's Degree

Certifications and/or Licensures required:

NA

Knowledge Required:

Specialist Knowledge in field

Years Experience Required:

1-2.99 years

Minimum Qualifications:

  • Bachelor’s from an accredited institution AND two (2) years’ experience in installation, configuration and troubleshooting of desktop computers, as well as peripheral computer equipment in an enterprise environment OR two year degree and Four (4) years’ equivalent experience
  • Experience in supporting Windows OS and Mac OS in an enterprise environment.
  • Experience installing, configuring and supporting Microsoft Office Professional and Microsoft Outlook in an enterprise environment.
  • Experience supporting computers operating in an enterprise network environment.




Desired Qualifications:

  • Experience in higher education
  • Experience providing centralized telephone-based technical support to end users
  • Experience in troubleshooting network connectivity issues in an enterprise environment

Physical / Environmental Qualifications :

  • Ability to sit for extended periods of time.
  • Ability to lift 15 pounds regularly / 75 pounds occasionally – usually lifting to waist level, some occasional overhead lifting.
  • Mobility for installation of personal computers and peripheral equipment, including working underneath and around desks, PC’s and other office equipment and furniture campus wide.
  • Ability to bend, kneel, stoop, reach and sit as needed for office work and computer installation.
  • Wrist and hand movements required as needed for keyboarding.
  • Ability to handle simultaneous tasks while working in a fast-paced environment.
  • Ability to work extended or varied hours as needed to solve emergency network or PC problems or provide normal or extended support during busy periods of the year.
  • Ability to be mobile campus wide for appropriate business needs.




Open Date:

04/05/2022

Open Until Filled:

Yes

Application Review Begins On:

04/19/2022

EEO Statement :

Gonzaga University is a Jesuit, Catholic, humanistic institution, and is therefore interested in candidates who will contribute to its distinctive mission. Gonzaga University is a committed EEO/AA employer and diversity candidates are encouraged to apply. All qualified applicants will receive consideration for employment without regard to their disability status and/or protected veteran status.

Clery Statement:

Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics

The safety of all members of the campus community is of vital concern to Gonzaga University. Information regarding crime prevention advice, the law enforcement authority of Campus Security, policies concerning the reporting of any crimes which occurred on the campus (and other specified locations), other security and safety-related policies, as well as the crime statistics for the most recent 3-year period may be found in the Campus Safety and Security Guide and Annual Fire Safety Report. The Gonzaga-In-Florence Safety & Security Guide is also available.

A copy of the report can be found online at www.Gonzaga.edu/Clery. A paper copy of the Campus Safety & Security Guide and Annual Fire Safety Report or the Gonzaga-In-Florence Safety & Security Guide may be obtained by contacting the Student Development Office on main campus, College Hall 120. The Florence Guide may also be obtained on the Florence campus in room 105.

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