Technology Access and Support Technician
- Employer
- Sewanee: The University of the South
- Location
- Sewanee, TN
View more
- Administrative Jobs
- Academic Affairs, Research Staff & Technicians, Institutional & Business Affairs, Clerical & Administrative Support, Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Primary Function: The IT Help Desk Technician is an IT professional who serves as the first point of contact for users who need technical assistance via phone, email, or in person. In addition, the Technology Access and Support Technician provides technical assistance on computer systems not limited to Windows or Apple desktops, laptops, mobile devices, and peripherals. Media assistance such as audio/video setups, video editing, sound system preparation, and event support with microphones are also a service provided by the Technology Access and Support Technician.
Career Band: NE8
Position DescriptionTypical Duties & Responsibilities: Duties and responsibilities of the IT Help Desk Technician bestow accurate and exceptional assistance to users in a timely, patient, and friendly fashion.
Duties include but are not limited to:
Provide training, support, and upgrades to end-users on computer hardware and software operationsInstall, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, software, and networked productsPerform on-site analysis, diagnosis, and resolution of complex technical issues, including remote assistance when neededRespond to incoming calls, emails, and in-person inquiries regarding technical Campus issues Utilize the Help Desk ticket management system (KACE) while attentively taking responsibility for assigned trouble tickets Document all user interactions, troubleshooting steps, status, and resolutions of assigned ticketsAssist users with security implementations such as two-step verification, the Sewanee password reset portal, Sophos Antivirus software, and computer encryption. Troubleshoot and install VoIP integrated telephonesAssist in Google Workspace applications such as but not limited to Google Mail, Google Drive, Google Calendar, Docs, Sheets, and SlidesProvide user assistance to the Campus learning management system, BrightspaceDocument and maintain asset records and inventory in the KACE management systemAssist users on Banner 9 and self-service applicationsTroubleshoot common network issues related to on-site user workstations, media devices, and remote VPN/GatewayTroubleshoot audiovisual systems in classrooms, labs, meetings, and event spacesMaintain preventative maintenance on all audio-visual equipmentAid with lecterns and equipment enclosures for audiovisual systemsInstall structured and temporary wiring solutions for classrooms, meeting rooms, and event spacesFacilitate live web streaming of major University eventsSetup, configure, test, and operate a variety of audio-visual equipment in support of University special eventsVideo record and post-produce lectures for University eventsPersonal Interaction/Communication:
Student Contact: As needed to help with personal computer/mobile device troubleshooting or general inquiries. Internal: As needed to help with University events and personal computer/mobile device troubleshooting or general inquiries. External: As needed to help with personal compute/ mobile device troubleshooting or general inquiries. Communication with vendors relating to hardware and software support and troubleshooting as needed. Attributes of a Successful CandidateEducation: Associates, technical vocational degree, or equivalent years’ work experience
Experience: 1-2 years of experience working in a technical Help Desk environment
Job-Related Skills:
Excellent technical knowledge of Windows, Apple, and network applications Exceptional customer service skillsEffective interpersonal and relationship-building skillsKeen attention to detail with the ability to meet project and ticket deadlinesAbility to work in a team-oriented and collaborative environmentAbility to effectively prioritize and execute assigned tasks during high volume timesHigh level of communication skills, both verbal and writtenKnowledge of lighting and audio equipment usage, camera operation and video editing, digital and analog audio mixing, web streaming, media control systems, audiovisual equipment installation, and usage is desired.Licenses & Certifications: Certifications are preferred, but not required. (A+, Network+, Microsoft, Security+, AVIXA CTS, and Apple)
Supplemental InformationConfidential Information: System and user passwords, access to confidential files, file server access, access to keys and all campus areas.
Working Environment: The Technology Access and Support Technician will experience a fast-paced educational environment involving multiple trouble tickets, calls, emails, and walk-ins in a day. Long periods in front of a computer display with frequent interruptions are likely. Scheduled nights and weekend events are likely and divided among the team.
Physical Requirements: Lifting and carrying moderately heavy equipment is typical and frequent. Must be able to lift and carry between 20 – 50 pounds. Occasional use of a ladder is required.
Any additional requirements specific to this position:
- Must be able to wear an approved mask for prolonged periods while performing job duties and responsibilities. Employees are required to be fully vaccinated against COVID-19 subject to an approved medical or religious exemption.
Equal Employment Opportunity:The University of the South is an equal opportunity educational institution that is committed to creating and maintaining a diverse and inclusive campus environment.
Organization
Working at Sewanee: The University of the South
Known familiarly as “Sewanee” by its students, faculty, staff and friends, The University of the South offers an unmatched educational experience. The university remains purposefully small and dedicated to building a sense of community. All classes are taught by professors, not graduate teaching assistants, and close faculty-student interaction ensures that each student enjoys a rich and personal educational experience. It is not unusual for students and faculty members to work shoulder to shoulder on research projects and journal articles, to meet for coffee at a local eatery, or to serve together as members of the university orchestra, volunteer fire department, and other civic groups.
The result of such individualized education is clear in the academic success of Sewanee students and alumni. The university has had 26 Rhodes Scholars—a number that puts Sewanee in the top four nationally among American liberal arts colleges—as well as 27 NCAA Postgraduate Fellows, 43 Watson Fellows, and dozens of Fulbright Scholars, and has an acceptance rate to graduate and professional schools that far outpaces its peers. The School of Theology has added to its alumni ranks countless bishops, including three of the last four presiding bishops of the Episcopal Church.
Sewanee offers 36 majors, 32 minors, and 15 special programs, along with pre-medicine, pre-nursing, pre-law, and pre-business. More than 40 percent of students participate in study-abroad programs, and a comprehensive endowed program that provides financial support for summer internships has greatly strengthened career development for undergraduates. See more about Sewanee in the "Sewanee Snapshot" here.
In an era of specialization, Sewanee upholds the broad-based ideals of liberal education as a surer means to success. At the University of the South, the adherence to outstanding liberal arts education and enduring traditions of honor, community, and respect have transformed many generations of students, and have earned the abiding loyalty and support of alumni who are enjoying lives of integrity, leadership, and service.
The University is located atop the Cumberland Plateau between Nashville and Chattanooga, Tennessee. Sewanee’s physical environment, which includes the 13,000–acre Domain (as the campus and surrounding area is known), provides a remarkable academic and recreational resource, and an unparalleled place in which to study and reflect. It invites students to engage in both a multitude of outdoor activities and careful study of the natural environment.
As the University celebrated the 150th anniversary of its founding in 2007–2008, it looked back on a rich history and forward to new opportunities for the next generations. “The essence of Sewanee is consistent from generation to generation,” said Vice Chancellor emeritus Joel Cunningham. “We are a university dedicated to liberal education, to time-honored traditions, and to our commitment to serve our students and this nation. We have been successful in advancing our mission, and I believe we have the resources and the will to ensure that Sewanee’s best years are still to come.”
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