IT Technical Support II

POSITION SUMMARY

The IT Technical Support II role provides technical support to students, faculty, and staff for student learning and management programs, hardware, software, and peripherals. This position also contributes to troubleshooting, maintenance, and systems support for the IT Department.

Reports to: Director of Information Technology & Innovation

Supervises: N/A

ESSENTIAL DUTIES

• Able to multi-task in a high-traffic environment and complete tasks on time
• Serve as the first point of contact for customers seeking technical assistance over the phone, email & tech office
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the customer through the technical/non-technical problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements in procedures
• Provides first-line support to on-ground and online students, faculty, and staff for Brightspace Learning Management System, as well as other programs that interface
  • Handles helpdesk calls, email, and ticket inquiries from teachers, students, and parents
• Supports students and faculty through IT technical support of hardware, software, and peripherals, including desktop and laptop computers; Apple TV’s; printers, projectors; various software products and applications.
• Data entry (Inventory system, Help-desk system, tech logs)

ADDITIONAL DUTIES

• Works with Orange Lutheran Online Advisors (Orange Lutheran Online) and IT Department on various projects
• Travel and provide technical support to our satellite campuses
• Provides IT technical support, including diagnosing computer problems, monitoring computer processing systems, installing software, performing tests on hardware and software, setting up equipment, scheduling maintenance, training clients on basic computer use, performing minor repairs, and ordering parts.
• Other duties as assigned by supervisor and/or administrator

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The key competencies listed below are representative of the knowledge, skills, abilities, and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position

Education

Bachelor’s Degree from an accredited college or university with a focus on Information Technology

Experience

Three