The Technology Support Technician is responsible for delivering excellent customer service experience and technical support to all members of Midwestern University. This position will support the Midwestern University Campus and Clinic environment. The Technology Support Technician will support all systems including but not limited to computers, printers, wireless devices, projectors, microphones, sound systems, and any technology that is used by Midwestern University Community. This position is responsible for first line support to all academic facilities on campus including classrooms, lecture halls and conference rooms. This position reports to the Manager of Support Services. Occasional evening or weekend hours may be required.
Support technologies deployed by ITS, this includes desktop productivity applications, computers, laptops, mobile devices, tablets, printers, and other specialized software and hardware
Respond immediately to all emergency type calls that affect student education in the classrooms, lecture halls, and labs.
Support all AV related technology including projectors, microphones, videoconferencing setup, and audio/video on Information Technology Infrastructure
Answer end-user desktop computing questions via telephone and email
Assist in taking incoming calls via the support que when Support Center staff are not available
Maintain operation of all AV hardware, display services, and follow proper inventory procedures
Demonstrate the use of technology used in the classrooms, lecture halls, and labs.
Serve as point of contact for all faculty and staff to schedule audio visual services
Assist with repairs completed internally or by external technicians
Participate in the support of outside groups requiring Media Resources services as deemed appropriate by the Midwestern University
Maintain department consumables related to technology ITS must replace.
Perform upgrades on computers which include replacing computers and includes all associated peripherals such as printers, scanners and copiers
Assist end users with high level application usage questions and technical issues related to services in the classrooms, lecture halls, and labs.
Document, track and monitor problems using internal ticketing system to ensure resolution.
Maintain hardware and software inventory systems up to date
Perform other duties as assigned
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. This individual must have regular, in-person, predictable attendance and be able to work in a constant state of alertness and safe manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
Bachelor's degree in Computer Science, Information Technology or IT related field required or BS degree in other field with 1-3 years of IT experience. Experience with projection, sound engineering, live event audio visual support, and audio-visual technologies preferred. Must be able to work with all levels of management and handle technical malfunctions in a professional manner during stressful situations.
Proficiency with PowerPoint, Windows, Outlook, MS Teams, and computer operation required.
Intermediate skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Intermediate skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Basic skills: Ability to add, subtract, multiply, and divide all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate ratio, percent and to interpret bar graphs.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee will frequently stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee will regularly stoop, kneel, crouch or crawl. The employee will occasionally climb or balance. The employee will frequently be required to lift up to 10 pounds, regularly be required to lift up to 25 pounds and occasionally be required to lift up to 50 pounds. Vision must be correctable to 20/20 in at least one eye.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual will regularly be exposed to outdoor weather conditions and work near moving mechanical parts. This individual will occasionally work in high, precarious places and be exposed to the risk of electric shock. The noise level in the work environment is usually moderate.
Midwestern University is an Equal Opportunity/Affirmative Action employer that does not discriminate against an employee or applicant based upon race; color; religion; creed; national origin or ancestry; ethnicity; sex (including pregnancy); gender (including gender expressions, gender identity; and sexual orientation); marital status; age; disability; citizenship; past, current, or prospective service in the uniformed services; genetic information; or any other protected class, in accord with all federal, state and local laws, including 41 C.F.R. 60-1.4(a), 250.5(a), 300.5(a) and 741.5(a). Midwestern University complies with the Smoke-Free Arizona Act (A.R.S. 36-601.01) and the Smoke