Provide proficient computer support for the campus community with a focus on providing excellent customer service. Responsible for staying knowledgeable of, and skilled in, the university’s technological environment as established by ITS leadership to ensure timely issue resolution. Provide non-routine support for device management, software deployment, physical labs, and other technologies. May provide guidance to entry level technology support staff and or students.

Essential Functions:

45% Provide direct, professional, and immediate Level 1 and Level 2 support for faculty and staff via in-person or remote access sessions as appropriate. Respond to technical support tickets. Diagnose and troubleshoot non-routine technical issues, including determining if a problem is hardware, software, or network related. Escalate issues appropriately after all attempts to resolve an issue have been exhausted. Manage access to collaboration tools and departmental file repositories. Provide prompt, accurate, and regular feedback to users. Prioritize and track multiple open support activities effectively.

25% Maintain workstations and associated images, physical labs, and other university technologies using current endpoint management solutions. Reviews and modifies existing workstation software to ensure software is licensed appropriately, securely patched and supported, improves performance, corrects errors, and adheres to compatibility requirements of the available hardware.

15% Collaborate with ITS engineering teams to stay current with new technology implementation and support plans. Attend training to ensure familiarity with the new technology capabilities and use cases for users. Provide basic software training to users as appropriate to ensure the university’s constituents are knowledgeable about the university’s service offerings and the capabilities and functionality of available services and software.

15% Assist the IT Service Desk with triage and support activities as time permits.

Leadership:

Functional guidance over student employees including general scheduling, assigning tasks and monitoring work activities.

Physical Requirements:

Moderate physical effort required involving long periods of standing, walking on rough surfaces, bending and/or stooping; periodic lifting of moderately heavy items (over 25 lbs. -- 50 lbs.).

Working Conditions:

Standard working environment with possible minor inconveniences due to occasional noise, crowded working conditions and/or minor heating/cooling or ventilation problems. Near continuous use (>70% of the time) of a video display terminal.

Additional Position Information:

Education:

Requires a High School Diploma or GED; 18 months training beyond High School preferred.

Licenses/Certifications/Requirements: Valid Driver's license

Experience:

Requires a minimum of 2 years’ experience and/or training in a computer related field that would include hardware, software, and network troubleshooting. Proficiency with Windows Operating Systems, Microsoft 365 product suite, Microsoft Intune, and Adobe Creative Cloud, Working Linux Experience preferred. Knowledge of current computer technology, good problem-solving skills, and good communications both written and oral required. Demonstrated ability to adapt to new computer technology, perform various troubleshooting and project management functions required.

Application Deadline: Review of applicants will begin on March 6, 2025.

Application Instructions: To apply for this position, you must complete the online application and attach a resume and a list of three professional references to your profile. Please include contact information, including email addresses for your professional references.

Compensation: The compensation for this position is commensurate with experience. The compensation for this position is $20.40 hourly.

FLSA Status (exempt/nonexempt):

United States of America (Non-Exempt)

Union Affiliation (if applicable):

For assistance with your application or attachments, please contact the Human Resources representative listed:

Sena Jodoin

Email:

sjodoin@uakron.edu

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