IT Technician 4

Job Description

POSITION OBJECTIVE

Working under general supervision, manage and support information technology resources, services, and systems for the faculty, staff, and students within the Health Education Campus (HEC) Samson Pavilion primarily and the Nursing Research Building periodically. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills. The position works alongside other technicians, vendor employees and student employees providing high-quality technical services to a diverse user community. Although individual staff may develop specializations in the overall service portfolio, a level of cross training is also expected. This position will demand a highly effective communicator with superior organization and time management skills, driven, dependable and intrinsically motivated individual.

ESSENTIAL FUNCTIONS

• Research and troubleshoot end-user issues with computers, audio-visual equipment, multi-function printers/copiers, tablets, phones, software, and operating systems. Create and utilize documentation for common issues. Provide ad-hoc training, where appropriate. Setup (newly purchased or repaired computers), deploy and maintain networked workstations, peripherals, and telephony in departmental offices. Provide IT and computer support to all users, who bring their devices to the HEC Care Center (Tech Bar). Communicate with users regarding their computer needs, address their questions and concerns, and keep them updated and informed. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets. Update computer assets in Active Directory and inventory tracking system. Assist with the maintenance and operation of enterprise client/server and hosted systems operated or used by departments. Within the daily work, ensure the security and maintenance of departmental tools and equipment. (35%)
• Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology (UTech) and other university areas, teams, and departments to help achieve business goals. Develop strategies to better understand clients and their needs. Work to keep in touch with clients and assist in finding common solutions to situations that everyone can endorse. Work for win-win solutions, encourage open discussion, spot potential conflicts, and help de-escalate the situation, handle people and tense situations tactfully and professionally. Observe and analyze patterns in software/hardware/network problems/needs. Identify areas where the division can improve efficiencies and increase capabilities in client area. Report these to the appropriate (UTech) service group or director. (20%)
• Actively and independently research, investigate and test new hardware and software applications, and make recommendations to ensure that administrative offices are using the best and most cost-effective technologies. Stay informed about regular updates and new developments related to supported hardware and software systems. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (15%)
• Provide secondary support working with Audio Visual (AV) team to maintain and configure of audio, video, and other systems in classrooms of the Samson Pavilion. Support student-learning objectives with Microsoft HoloLens projects and other classroom technology. Coordinate with vendors on upgrades and repairs. Provide technical support for classes, including evening and weekend sessions, when necessary. Ensure the coordination of activities with other technical units, other university departments and external clients as required. (10%)
• Work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation; build a team identity and commitment. Support research staff on campus in the Nursing Research Building, as needed. (10%)

NONESSENTIAL FUNCTIONS

• Assist in the determination and coordination of new equipment purchases. (2.5%)
• Serve on appropriate university committees. (2.5%)
• Participate in training programs as required. (2.5%)
• Perform other duties and responsibilities as assigned (2.5%)

CONTACTS

Department: Continuous contact with [U]Tech staff (collaborating and discussing IT best practices and university standards to stay compliant with IT procedures.

University: Daily contact with School of Medicine, School of Nursing (including researchers), School of Dental Medicine, and Cleveland Clinic Lerner College of Medicine faculty, staff, students, department administrators, and senior administration to advise regarding IT policies, practices, and procedures; acquire feedback and consult with senior administration. Contact is generally to maintain information flow between [U]Tech and clients and to facilitate issue resolution.

External: Frequent contact with vendors, contractors, and partners to fulfill project or service initiatives.

Students: Direct and continuous contact with students assisting them with IT or computer needs at the Tech Bar or in the classroom.

SUPERVISORY RESPONSIBILITY

May supervise student information technology workers May supervise work of project team members (when assigned as project lead). May ensure others comply with established standards.

QUALIFICATIONS

Experience/Education/Licensing: High school diploma and 5 to 8 years of demonstrated experience in related technical field OR an Associate degree in computer and/or related technical field and 4 years of experience OR Bachelor's degree in computer and/or related technical field. Computer A+ certification as well as Apple certification, highly desired. Valid Ohio driver's license with a safe driving record.

REQUIRED SKILLS

• Demonstrated skill in troubleshooting workstation hardware and repair skills of desktop/laptop - Windows/Macintosh, software, printer, and mobile devices (phones/tablets).

• Advanced knowledge of Microsoft Windows OS 7-11, Apple OS X, Android, iOS, Microsoft Office and Google Apps for Education applications, Outlook, Symantec, Google Chrome, etc.

• Understanding of network technologies and ability to troubleshoot basic network connectivity issues on a variety of hardware devices.

• Experience with client/server and hosted enterprise applications.

• Experience with Microsoft Defender Management Console, highly desired.

• Experience in supporting networked and local printers, highly desired.

• Working knowledge of installing and operating of audio, video, projection, and data projection equipment. The ability to interface portable computer systems with modern audio-visual equipment.

• Ability to understand organizational change considering internal and external trends, influences, and future technology.

• Strong team player able to handle heavy workload. Willingness to work long hours when necessary.

• Ability to handle scheduled tasks along with unscheduled emergencies and priorities.

• Strong customer service outlook and a desire to create an exceptional experience for staff, students, and guests of the university by adapting to the given audience or situation and supporting the customer through to the resolution of the root cause of their issue. Ability to interact with colleagues, supervisors, and customers face to face.

• Ability to actively listen, responsive to verbal and non-verbal clues. Ability to empathize - listening and involving yourself in what the customer is telling you about their situation.

• Ability to respond to difficult, a stressful or sensitive interpersonal situation in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations, which sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite, and readily understood. Ability to be flexible to meet the constant changing scope and needs of the department, division and customers being served.

• Ability to work independently, under general operational guidelines.

• Ability to work as part of a team, being able to play the roles of team leader and team player as required.

• Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control, and accessibility of sensitive information.

• Demonstrate excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines, and solution.

• Demonstrated creativity and flexibility in working on a diverse project portfolio with a variety of constituent groups in a fast-paced environment.

• Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises.

• Excellent verbal, non-verbal and written communication skills, negotiating abilities, the ability to present complex concepts in simplified terms within support and training settings, and conflict resolution skills.

• Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Embraces diversity.

• Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.

• Ability to meet consistent attendance.

WORKING CONDITIONS

General office environment. Frequent travel between facilities in various weather conditions. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. The employee may be required are to carry a cell phone, during and after their normal work hours, including weekends. Work requires the ability to lift up to 50 pounds. The position requires typing on a computer keyboard and using a computer mouse and a printer. The employee will drive a university vehicle while on the job. This position is eligible for the hybrid work program. When working remotely, the employee will be responsible to work in the HEC Zoom Support meeting room.

Hybrid Eligibility

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

Diversity Statement

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

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Reasonable Accommodations

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

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