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IT Operations Technician more...
Location:Newton, MA
Company:Lasell University
First posted:October 26, 2020
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The IT Operations Technician specialist is primarily responsible for effective support, preventative maintenance, and consultation for the following areas: faculty and staff desktop technology for technology issues and requests including desktop computers, laptops, mobile devices, printers, copiers, software (including installs), helpdesk call and ticket monitoring, student worker coordination, basic network troubleshooting, digital and analog audiovisual/multimedia systems and services; event and meeting space technology; event planning, coordination, and support; conferencing and collaboration services (e.g. video, web, and teleconferencing); videography and streaming services; lecture and content capture services and many other devices.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

The statements below are intended to describe the principal duties of the person or persons assigned to this job.  They are not intended to be an exhaustive list of all job duties and responsibilities.  Lasell University has the right to add or change the job responsibilities at any time.

  • Manage desktop technology issues and requests and prioritizes work
  • Answer phone/email/ticketing requests for support and log all support requests in the ticketing system
  • Coordinate student worker staff
  • Collaborate on the creation and testing of computer/OS images for faculty and staff computers
  • Utilitze Ivanti enterprise management tool to deploy software packages and updates
  • Provide "fixes" and modifications of installed software
  • Assist Infrastructure technicians by providing basic networking troubleshooting and assistance in hardware repair/replacement
  • Troubleshooting and maintain classroom and multimedia technologies and AV equipment
  • Provide AV setup and support for events and meetings
  • Maintain public and lab computing spaces
  • Maintain network printers
  • Maintain Physical Security of computers
  • Create technical documentation
  • Diagnose & replace computer components
  • Diagnose network issues (connectivity, network port patches, switch)
  • Resonsible for asset management and physical & digital security of desktop and mobile technology
  • Other duties as assigned
     

MINIMUM KNOWLEDGE AND SKILLS REQUIRED BY THE JOB:

Education level:  Bachelors degree in information technology field or 2 years relevant work experience.

Technology skills:

  • Intermediate (2+ years) PC/Mac/Printer Hardware configurations and troubleshooting
  • Comprehensive understanding of PC and Mac hardware and experience performing substantial repairs on desktop computers and laptops
  • Experience installing and troubleshooting software and hardware
  • Knowledge of desktop security/networking and standards and working knowledge of local area networks (wired/wireless)
  • Experience delivering tier 2-3 desktop support to end users in a mixed Windows and Mac environment
  • Experience using endpoint management systems such as Microsoft Endpoint Protection as well as Sophos Antivirus
  • Experience working with Enterprise Management Systems such as Ivanti, SCCM, WSUS
  • Experience with troubleshooting Extron/Crestron AV systems
  • Experience with wired/wireless microphone systems, audio amplification and PA systems
  • Experience with LDAP, Microsoft ActiveSync, Active Directory and group policies data recovery tools, WINS, DHCP, and DNS
  • Familiarity with Microsoft Office applications

Other Skills/Requirements of the Job:

  • 2+ years related experience
  • Strong technical troubleshooting and resolution skills with demonstrated ability to learn new skills quickly and strong research and analytical skills for more complex issues/problems
  • Must be able to work independently on complex work with minimal direction as well as collaboratively within a team setting as either participant or leader
  • Strong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload in a wide variety of settings and situations
  • Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations | ability to maintain a strong sense of urgency | appropriate use of judgment as to when to escalate difficult situations or seek guidance
  • Ability to follow up on assignments from Director of Infrastruture and Operations and complete tasks in a timely manner
  • Attentive to detail and documents work as well as communication with clients through ticket tracking system (Salesforce)
  • Demonstrated ability to deliver professional customer service

Supervisory Responsibilities:  Yes (student workers)

CERTIFICATION, REGISTRATION OR LICENSURE REQUIRED BY THE JOB:

Desktop support related certifications such as: MSCE, A+, Network +, CCNA, ACMT a plus

Lasell University offers a competitive salary and benefits package for eligible employees. This includes but is not limited to outstanding time off benefits, health, dental and vision insurance, tuition benefits and more.

Interested candidates should submit a resume, cover letter, and list of three (3) references using the forms below. Application review will begin immediately, and continue until the position is filled.

Lasell is committed to fostering an intellectually enriching and inclusive educational environment. We are dedicated to enhancing our employees' intercultural competence and sensitivity in fulfilling their roles and interacting with students and employees who are broadly diverse with regard to various aspects of identity, such as race, ethnicity, ability status, socioeconomic status, sexual orientation, gender identity and expression, nationality, and religion.

We seek faculty and staff who appreciate the value diversity brings to a campus community and are eager to foster an inclusive environment here at Lasell. Employees who represent the various areas of diversity of our student body are key contributors to our strategic vision.

Lasell University is committed to equal opportunity in every aspect of hiring and employment. Lasell proactively reviews its policies and practices to assure that decisions with respect to every dimension of employment are made without regard to age, color of skin, disability, gender expression and identity, genetic predisposition, marital status, national origin, race, ethnicity, religion, sex, sexual orientation, veteran's status, status as a victim of domestic violence, and all other protected groups and classes under Federal and State Laws and executive orders.

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