IT Support Technician

896727

School of Medicine

Dean's Office - School of Medicine

Full-Time

The IT Support Technician role provides combined classroom technology and desktop support to Zucker School of Medicine faculty, staff and students. This position is a client-facing role requiring exceptional technical and interpersonal skills and reports to the Director, SOM Information Technology. Support for customer will be provided in the form of in-person troubleshooting, email, phone, and remote access resources. The IT Support Technician will 1) be an on-site support contact for classroom and meeting space AV technologies, and 2) be responsible for the intake and resolution of IT problems for educational software tools, cloud applications and hardware-related requests, and 3) follow appropriate call escalation processes to internal/external IT service areas.

Responsibilities include, but are not limited to:
• Performs day-to-day classroom/meeting space system maintenance, problem tracking, and equipment testing tasks for continued functionality of audiovisual components for labs, conference rooms, lecture theatres, and classroom computing environments.
• Maintains efficient IT inventory management system and asset loan policies; manages software updates to loaner laptops and coordinates the purchase of replacing portable audiovisual equipment or wireless peripherals while updating barcodes/labels, as necessary.
• Provides on-site training support for classroom or meeting space technology to faculty, staff, and students, as needed, and updates instructional guides for users.
• Tracks all software and hardware related issues in a timely manner and manages problem resolution or escalation through IT incident tracking system.
• Monitors and manages student printing terminals, including troubleshooting issues with associated student printing software.
• Supports and/or initiates IT/AV-related projects and tasks independently or as assigned by the Director, SOM Information Technology.
• Manages monthly or annual projects, including PC classroom imaging software configuration, updating video conferencing and capture systems, system and device audits, and researching new trends in technologies. The role may also collaborate with other departments for ad-hoc projects.

• Bachelor’s degree in computer science, computer engineering, business information systems, or related fields.
• Minimum two years of practical experience in service-desk environment and end-user support and troubleshooting.
• Extensive experience installing, configuring, maintaining, and supporting software across a wide variety of platforms.
• Demonstrated excellence in customer service, interpersonal, telephone, organizational, oral/written communication, as well as demonstrated problem-solving skills and analytical thinking.
• Excellent time management and project management skills.
• Must have the ability to lift and move light to heavy IT equipment.

• Experience with building and maintaining databases in MS Access or similar database management systems.
• Experience in learning and curriculum management tools a plus (Blackboard, Canvas, one45, etc)
• Experience with scripting languages (shell, python) is a plus.
• Experience in an academic environment and in supporting faculty, staff, student, and administrative users is a plus.

Open Until Filled

09/01/2022