<p>JOB DESCRIPTION Job Title: IT Operations Technician Division: Administration and Finance Department: Information Technology Reports to: IT Operations Manager Employment Status: 40 hours per week JOB SUMMARY: The IT Operations Technician 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. This position is 100% based on-campus in Newton, MA 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 job responsibilities at any time. Answer phone/email/ticketing requests for support and log all support requests in the ticketing system Computer setup for new hires, moves, and changes (file migration, user preferences, etc.) Deploy and maintain network printers 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 Collaborate on the creation and testing of computer/OS images for faculty and staff computers Utilize Intune to display software packages and updates Create and maintain knowledge base articles Responsible for asset management and physical & digital security of desktop and mobile technology Maintain Physical Security of computers Provide guidance and support to IT student workers Diagnose & replace computer components Other duties as assigned</p> <p>MINIMUM KNOWLEDGE AND SKILLS REQUIRED BY THE JOB:</p> <p>Education level: Bachelor's degree in Information Technology field or 2 years relevant work experience.</p> <p>Technology skills:</p> <ul> <li>Comprehensive understanding of PC and Mac hardware and experience performing substantial repairs on desktop computers and laptops </li><li>Intermediate (2+ years) PC/Mac/Printer Hardware configurations and troubleshooting </li><li>Experience installing and troubleshooting software and hardware </li><li>Knowledge of desktop security/networking and standards and working knowledge of local area networks (wired/wireless) </li><li>Experience delivering tier 2-3 desktop support to end users in a mixed Windows and Mac environment </li><li>Experience with troubleshooting Extron AV systems </li><li>Experience with wired/wireless microphone systems, audio amplification and PA systems </li><li>Experience using TeamDynamix or similar ITSM tool </li><li>Experience with LDAP, Active Directory and group policies, data recovery tools, DHCP, and DNS </li><li>Experience with Intune </li><li>Familiarity with Microsoft Office applications </li></ul> <p>Other Skills/Requirements of the Job:</p> <ul> <li> <p>2+ years related experience</p> </li><li> <p>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</p> </li><li> <p>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</p> </li><li> <p>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</p> </li><li> <p>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</p> </li><li> <p>Ability to follow up on assignments from IT Operations Manager and complete tasks in a timely manner</p> </li><li> <p>Attentive to detail and documents work as well as communication with clients through ticket tracking system (TeamDynamix)</p> </li><li> <p>Demonstrated ability to deliver professional customer service</p> </li><li> <p>Ability to work occasionally adjusted work hours during peak academic periods and special events</p> </li></ul> <p>CERTIFICATION, REGISTRATION OR LICENSURE REQUIRED BY THE JOB:</p> <ul> <li>Desktop support related certifications such as: MSCE, A+, Network +, CCNA, ACMT a plus </li></ul> <p>PHYSICAL AND VISUAL REQUIREMENTS OF THE JOB:</p> <ul> <li>(Pick the one from each category that best suits this position): </li></ul> <p>Physical Effort:</p> <p>___Average physical effort with some handling of light weights such as</p> <p>supplies or materials on an infrequent basis. (10 - 15 lbs.)</p> <p>___ Occasionally an above average amount of physical effort including</p> <p>consistent standing, lifting and carrying light to moderately heavy</p> <p>materials or equipment.</p> <p>_<em>x</em> High level of physical effort such as pushing, pulling, bending, lifting</p> <p>and carrying heavy objects. (Over 50 lbs.)</p> <p>Visual:</p> <p>___ Average visual effort with infrequent exposure to visually demanding</p> <p>work.</p> <p>_<em>x</em> Above average visual effort with frequent exposure to visually</p> <p>demanding work involving detailed work.</p> <p>___ High level of visual effort with continuous exposure to highly detailed</p> <p>work requiring substantial concentration.</p> <p>What is the extent of exposure to unpleasant work conditions required in carrying out job duties? Check Only One from each category.</p> <p>_<em>x</em> Work performed in an environment with correctable conditions such</p> <p>as lighting and room temperature.</p> <p>___ Work performed in an environment requiring occasional exposure to</p> <p>weather extremes, fumes , odors and/or noise.</p> <p>___ Work performed in an environment requiring constant exposure to</p> <p>weather extremes, fumes, odors and/or loud noise</p> <p>Hazards:</p> <p>_<em>x</em> Normally, no exposure to job hazards; probability of injury is remote.</p> <p>___ Occasional exposure to job hazards, resulting in some injury, lost time,</p> <p>or threatening to one's personal health.</p> <p>___ Frequent exposure to job hazards, resulting in injury, lost time, total</p> <p>disability or death.</p>