IT Technician IIII

Job Title : IT Technician IIIJob Location : Cleveland Ohio 44106 Onsite Requirements : Ticketing and hands on hardware support experienceExcellent writing and verbal communication skills with strong customer service mindsetWindows 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. (Serve on appropriate university committees. (Provide additional monitoring and support in the absence of the team lead. (Perform other duties and responsibilities as assigned. (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 ORAssociate degree in computer / related technical field and 4 years of experience ORBachelor'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.