IT Service Support Technician

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).

Function: Information Technology

Subfunction: IT Service Support

Individual Contributor - Technical

T2 Experienced