It Support Technician

JOB TITLE: IT Support Technician

STATUS: Full-Time

TYPE: Remote

REPORTS TO: IT Director

PURPOSE

Smith Chason College is a private postsecondary institute located in Phoenix, AZ. We are looking for a candidate that will be responsible for assisting with remote support and training for students and company staff. A substantial portion of the role will require working in a ticket system resolving issues and requests from staff and students. This role will serve as a resource to employees and students and will work collaboratively with other members of the IT team to provide exceptional service for staff, students, and the IT department for multiple office locations with upwards of 3500 users.

Ideal candidates will have experience and extensive exposure in a technical support role. Comfortable working in fast-paced environments. Efficient in problem solving and troubleshooting. Possesses a passion for technology, excellent communication skills, follow directives from upper management, and show the ability to work well with teams.

EDUCATION / QUALIFICATIONS / COMPETENCIES:

• 2+ years of experience in a technical support role.
• Knowledge of Microsoft Office365, Azure Directory, Exchange, etc.
• Knowledge of support desk software such as Zendesk.
• Knowledge of windows-based/MAC hardware, mobile operating systems (Android, iOS, etc.), network configuration/troubleshooting (SonicWALL, Ubiquiti), and server configuration/troubleshooting (domain, file server).
• Excellent customer service and communication skills.
• Training/instructional experience is a plus.

OVERALL RESPONSIBILITIES:

• This position is remote and will be based on a full-time schedule: Monday - Friday.
• Serve as a point of contact for employees and students seeking technical assistance remotely.
• Provide exceptional customer service and resolve issues/requests as needed through documented processes within the IT department.
• Documentation of all support issues/requests, project tasks, and events.
• Accurate inventory management of all technical and medical equipment.
• Manage and troubleshoot issues/requests related to ISP, phones, network, servers, hardware, printer, medical equipment, cloud (Azure), LMS (Canvas), SIS (OrbundSIS), PACS/DICOM systems, and other related technology as directed by documented processes and directives from Managers/Directors within the IT department.
• Become knowledgeable to an advanced extent of all technology and equipment at all locations.
• Capable of being a team player. Will be willing to work remotely with a full team of Support Technicians, specialists, managers, and directors.
• Create and perform training for staff, faculty, and students.
• Communicate effectively to team members, supervisors, and leadership.
• Provide timely delivery of projects assigned to this position.
• Attend all required meetings and online events.
• For online events, technology preparation is needed weeks ahead. Be willing to commit and be the first one there, the last one to leave.
• Will report directly and be in constant communication with the IT Director.

PHYSICAL REQUIREMENTS / WORKING CONDITIONS:

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.

• Must be able to stand and/or sit for prolonged periods of time
• Can independently move objects up to 25 lbs.
• Sufficient hand, arm, and finger dexterity to operate a computer keyboard, other office machinery, and perform repetitive motions
• Must have sufficient hearing and speaking ability to communicate in person or on the phone/computer with others

CULTURE OF CARE:

Culture of Care is our commitment to create a supportive environment in which every student can achieve their educational and career goals. Culture of Care encourages one-on-one relationships. Creating a culture that focuses on the student and their wellness. This includes understanding the student's complex lives. It is about creating a school where everyone feels welcomed by:

• Creating a sense of community in all interactions and communications with students.
• Identifying problem areas and offering assistance.
• Opening up safe conversations for cooperative solutions.
• Holding students to standards and goals that will ultimately make them successful in their careers.