Job Purpose:

Provides frontline technical support for faculty, staff, and students within the College of

Nursing. Assists with troubleshooting computers, software, peripherals, classroom

technology, audiovisual equipment, and other common technology issues.

Supports workstation setup, equipment deployment, classroom and meeting

technology, employee onboarding and offboarding, and routine technology

maintenance. Works under the direction of College IT staff and escalates issues

requiring advanced technical or administrative access.

This position is intended for an individual with foundational IT knowledge, strong

troubleshooting and customer-service skills, and the ability and willingness to learn

College and university technology systems.

Relevant education, technical training, certifications, internships, help-desk experience,

or hands-on technology experience may be considered.

Essential Functions:

1. Frontline Technical Support – 45%

• Provides frontline technical support to faculty, staff, and students in person,

remotely, and through the College's service-request process.

• Diagnoses and resolves common issues involving:

o Windows and macOS computers

o Software and applications

o User accounts and authentication

o Printers and peripherals

o Network and connectivity issues

o Monitors, docking stations, keyboards, mice, and related equipment

o Mobile devices and other College technology

• Assists with workstation setup, equipment replacement, technology deployments,

employee onboarding and offboarding, office moves, and other routine

technology needs.

• Documents work performed and escalates issues requiring advanced

troubleshooting, administrative access, or assistance from other IT personnel.

2. Classroom, AV & Conferencing Support – 25%

• Provides frontline support for classroom, conference-room, and audiovisual

technologies.

• Assists users with displays, projectors, microphones, cameras, speakers,

conferencing systems, presentation equipment, and related technologies.

• Troubleshoots common classroom and meeting-room technology problems and

escalates more complex equipment or infrastructure issues.

• Assists College IT staff with technology support for meetings, instructional

activities, livestreams, hybrid events, and other College activities.

• Performs routine equipment checks and helps ensure classrooms and meeting

spaces are ready for use.

3. Endpoint & Device Support – 20%

• Assists College IT staff with the setup, deployment, maintenance, and support of

Windows, macOS, and mobile devices.

• Responsibilities may include:

o Preparing computers for deployment

o Installing approved software

o Connecting and configuring peripherals

o Performing routine software and operating-system updates

o Assisting with device enrollment

o Replacing or deploying computers and other equipment

o Troubleshooting device configuration issues

o Verifying equipment functionality

o Maintaining standardized workstation configurations

o Assisting with technology inventory and equipment tracking

• May perform routine tasks within systems such as Microsoft Intune, Jamf, Active

Directory, or other enterprise management platforms under the direction of

College IT staff and based on assigned access.

4. Technology Operations & Team Support – 10%

• Assists College IT staff with technology projects, equipment deployments,

technology refreshes, inventory activities, documentation, and other operational

needs.

• Follows established procedures and technical documentation and helps

document newly identified issues and solutions.

• Works collaboratively with College IT staff and university technology partners and

appropriately escalates issues outside the position's assigned responsibilities or

technical expertise.

• Performs other related duties as assigned.

Required Qualifications:

• High school diploma or equivalent and demonstrated knowledge or experience

supporting computers, technology, or end users.

• Basic knowledge of computer hardware, software, operating systems, and

peripherals.

• Ability to troubleshoot common computer and technology problems.

• Familiarity with Windows environments

Preferred Qualifications:

• Associate degree or technical certification in information technology, computer

science, information systems, or a related field.

Familiarity with one or more of the following is helpful:

• Windows 10/11

• macOS

• Microsoft 365

• Basic networking concepts

• Active Directory

• Microsoft Intune

• Jamf

• Mobile devices

• Classroom or audiovisual technology

• Microsoft Teams, Zoom, or similar conferencing technologies

Additional Knowledge, Skills & Abilities:

• Ability to learn new technologies, systems, and procedures.

• Ability to follow technical instructions and established procedures.

• Ability to recognize when an issue should be escalated to more experienced IT

staff.

• Strong customer-service and interpersonal skills.

• Ability to communicate effectively with technical and nontechnical users