IT Service Support Technician

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Job Title:
IT Service Support Technician

Department:
OHTECH | Shared Infrastructure

The IT Service Support Technician supports end user client IT operations for the Ohio Technology Consortium (OH-TECH) and works in accordance with university policies, goals and objectives. This position reports to the IT Service Support Manager within OH-TECH's Shared Infrastructure unit.

The responsibilities of the IT Service Support Technician position include:

• Provide technical support to end users for hardware, software and network-related issues.
• Install, configure and troubleshoot desktops, laptops, printers and other peripherals.
• Assist with account setup, password resets and user access requests.
• Maintain and update IT documentation, including troubleshooting steps and user guides.
• Ensure timely resolution of support tickets and escalate complex issues when necessary.
• Perform routine maintenance and updates on company systems.
• Assist in IT asset inventory management.
• Provide excellent customer service and communicate technical solutions effectively to non-technical users.
• Provide assistance with general conference support using platforms such as WebEx, Teams and Zoom.
• Assist in maintaining endpoint security tools such as Trellix ePO (encryption/DLP) and CrowdStrike Falcon (Malware/Antivirus).
• Package and deploy applications using enterprise tools.
• Improve and maintain scripts for automation and system management.
• Improve and maintain the process for operating system updates/patching using tools such as Ivanti LANDesk, Neurons and Jamf.

OH-TECH, the technology and information division of the Ohio Department of Higher Education (ODHE), functions as an umbrella organization for Ohio's statewide technology infrastructure organizations: the Ohio Academic Resources Network (OARnet), the Ohio Supercomputer Center (OSC) and the Ohio Library and Information Network (OhioLINK). OH-TECH provides high-tech solutions for Ohio's higher education institutions to catalyze innovation in the modern knowledge economy. OH-TECH is a welcoming and supportive work environment.

Because The Ohio State University serves as OH-TECH's fiscal and legal agent, OH-TECH staff enjoy the same benefits as other Ohio State employees, including participation in the Ohio Public Employees Retirement System (OPERS), the Ohio State Health Plan, employee wellness and work-life balance programs, educational benefits, discount programs and more.

Required Education/Experience:

• High School diploma or GED.
• 1 year of professional experience troubleshooting/researching a wide variety of IT issues and applying IT knowledge to solve IT issues.

Desired Education/Experience:

• Basic knowledge of Windows and Mac operating systems.
• Familiarity with troubleshooting hardware, software and network connectivity issues.
• Working knowledge and familiarity with security and vulnerability management (Tellix, CrowdStrike).
• Working knowledge and familiarity with endpoint management (Ivanti LANDesk, Neurons and JAMF)
• Working knowledge and familiarity with scripting and automation (PowerShell, Python).

Additional Information:

Function: Information Technology

Subfunction: IT Service Support

Individual Contributor - Technical

T2 Experienced

Location:
Kinnear Rd, 1224 (0374)

Position Type:
Temporary (Fixed Term)

Scheduled Hours:
40

Shift:
First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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The Ohio State University is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.

Applicants are encouraged to complete and submit the Equal Employment Identification form.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.