IT Technician IIII

Job Title: IT Technician III

Job Location: Cleveland Ohio 44106

Onsite Requirements:

• Ticketing and hands on hardware support experience
• Excellent writing and verbal communication skills with strong customer service mindset
• Windows 11, O365 and imaging computers
  

Job Description:

Position Objective:

• Manage and support information technology resources, services, and systems at Client.
• Document and implement procedures to create and maintain an efficient, managed technical environment.
• Provide high-quality services and proactively address issues.
• Work with faculty, staff, and students.
• Develop specializations in specific areas with periodic rotations for cross-training.

Essential Duties

End-user Support:

• Research, troubleshoot, and resolve reported issues with computers, printers, tablets, phones, software, and operating systems in administrative departments.
• Record ticket tracking in an IT Service Management (ITSM) system.
• Create and update internal documentation and help desk scripts.
• Provide ad-hoc training where appropriate.
• Research developments in information technology to anticipate user needs.
• Communicate changes to stakeholders and address questions and concerns. (50%)

Setup, Deployment, and Maintenance:

• Setup, deploy, and maintain workstations (physical/virtual), mobile devices, peripherals, telephony, and assist with audio-visual equipment in supported areas and event venues.
• Maintain an accurate and detailed inventory and maintenance history of software and equipment assets in an inventory tracking system.
• Update computer assets in Active Directory.
• Stay informed about updates and new developments related to supported hardware and software systems.
• Image and provide temporary/loaner systems as needed.
• Assist with coordination and determination of new equipment purchases.
• Recommend operational improvements to increase efficiency, reduce costs. (25%)

Monitoring and Communication:

• Monitor and communicate through various departmental electronic tools and applications. (7%)
• Monitor and perform day-to-day maintenance for printing programs in specific areas. (6%)
• Serve as a liaison between departments and internal technical support or project groups/external vendors.
• Identify and utilize technical experts in other university areas.
• Build strategic relationships between University Technology and other areas of the university. (7%)

Nonessential Functions

• Perform periodic wellness checks for common area computers and peripherals. (4%)
• Participate in training programs. (<1%)
• Serve on appropriate university committees. (<1%)
• Provide additional monitoring and support in the absence of the team lead. (<1%)
• Perform other duties and responsibilities as assigned. (<1%)

Contacts

• Department: Continuous contact with departmental staff and student employees to assist with client issues.
• University: Regular contact with staff members across all departments; occasional collaborative contact with service departments for special projects. Moderate contact with faculty, staff, and guests.
• External: Occasional contact with vendors, contractors, and partners for project or service initiatives.
• Students: Infrequent student contact.

Supervisory Responsibilities

• This position has no direct supervision of staff employees.

Qualifications

Education/Experience:

• High school diploma and 5 to 8 years of experience in a related technical field OR
• Associate degree in computer/related technical field and 4 years of experience OR
• Bachelor's degree in computer/related technical field.
• Valid Ohio driver's license with a good driving record.
• COMP TIA A Certification, ACMT, ACiT, and additional certifications a plus.

Required Skills

• Demonstrated skill in troubleshooting workstation hardware, software, and network issues.
• Advanced knowledge of Microsoft Office and GSuite for Education applications.
• Experience with clients/server and hosted enterprise applications.
• Exposure to point-of-sale systems and hardware is highly desirable.
• Strong customer service outlook and a desire to create an exceptional experience for university users.
• Ability to optimize the use of time and resources to achieve results; effectively plans and organizes work to minimize crises.
• Excellent verbal and written communication skills, negotiation abilities, and conflict resolution skills.
• Ability to interact with colleagues, supervisors, and customers face-to-face.
• Ability to actively listen and empathize with customers.
• Ability to handle sensitive, stressful, or sensitive interpersonal situations with professionalism.
• Ability to work independently under general operational guidelines.
• Ability to work as a cohesive team member and contribute to a culture of teamwork.
• Ability to handle sensitive, confidential, and proprietary information.
• Excellent analytical and problem-solving skills.
• Creativity and flexibility in handling diverse projects and constituent groups.
• Consistently models high standards of honesty, integrity, and respect for others.
• Demonstrated support for student needs and university values.
• Ability to maintain consistent attendance.

Working Conditions

• General office, lab, or other work environments.
• Occasional early morning, evening, or weekend hours for special events, maintenance, or projects.
• Overtime may be required in time-critical situations.
• The employee may be required to carry a cell phone for after-hours emergencies.
• Limited manual dexterity required.
• Ability to lift up to 50 pounds.
• Little or no exposure to hazards.
• The employee will drive a university vehicle while on the job.
• This position is not eligible for the staff hybrid work program.
  
  

• ** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.
• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future. **