Lead IT Support Technician

DEPARTMENT Information Technology Services (ITS) SUPERVISOR IT Support Services Manager or any other supervisor designated by the President POSITION OVERVIEW The Lead IT Support Technician position assists staff, faculty, and students with technical support of computers, applications, and related technology. Activities require interaction with application software and operating systems (such as Microsoft Windows, Microsoft Office 365 environment, and Apple Macs) to diagnose and resolve problems. The position utilizes IT support Management tool to provide first-line helpdesk support to AUP users, assisting them in person, via phone, email, chat and remote connection. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. RESPONSIBILITIES Duties and responsibilities - Desktop Support Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications. Responds to and resolves user requests for IT technical support in a timely manner using AUP Request Management Systems. Responds to and resolves user requests for support in a virtual environment. Takes ownership of user problems and proactively deals with user issues. Troubleshoots system failures and network issues involving Mac and Windows workstations, printers, WIFI, authentication, connectivity, VoIP telephone, and printers by providing solutions to restore functionality. Performs installation and routine maintenance of network cabling, patching network cables to the switches, and WIFI access points and testing network links and connectivity. Performs user management tasks such as user ID creation and maintenance, password reset, and directory search using the users’ management web page. Works with the IT support team and System Administration staff as appropriate to determine and resolve problems received from clients. Builds and deploys new desktops, laptops, and portable devices by use of deployment tools. Deploys software and applies system configuration and settings on user devices using device management tools. Generates reports for management, encompassing incident management, metrics, and system improvement recommendations. Develops and maintains comprehensive documentation of standard client computing processes, collaborating closely with system administrators. Tests and troubleshoots policies and configurations applied on laptops and workstations, provides feedback to your manager, and proposes enhancements. Follows standard procedures to apply, remove and amend access rights on IT resources. Maintains hardware inventory for computers and printers using AUP ITS management systems. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software. Trains and orients staff on the use of hardware, standard desktop software, and office 365 collaboration tools. Duties and responsibilities - Other Support Supports users in the use of computer equipment by providing necessary training and advice. Installs and maintains audio/visual hardware and software: deliver, installs, and maintains classroom technology as needed. Assists students and faculty in classrooms and other student areas around campus as needed. Performs duties as assigned by the immediate supervisor(s). Other appropriate duties may also be assigned as requested by the Supervisor and according to the needs of the Department. SKILLS REQUIRED 3-5 years experience providing technical support services. Experience with LAN/WAN networks. Strong computer skills including knowledge of computer hardware, software, local area network and peripheral equipment. Working knowledge of operating systems with emphasis on Windows and Mac OS environments as well as knowledge of Local Area Networks, PC hardware set-up and configuration, printer set-up and configuration, virus protection, Multimedia equipment, and Microsoft Office applications. Self-motivated, autonomous, hardworking, good analytical, diagnostic and problem-solving skills, and eager to learn and take on additional responsibilities. PHYSICAL DEMANDS The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may frequently lift and/or move heavy materials between campus buildings. OTHER REQUIREMENTS IT Education: Bac +2 minimum: BTS/BUT/Licence or equivalent combination of education and experience, Microsoft and/or Apple certifications are plus. Must be fluent in both English and French and have valid working papers for the EU. Excellent customer service and teamwork skills are needed. Ability to frequently lift and carry hardware and supplies, between campus buildings, weighing up to 20 Kilos. Must be able to work flexible hours, including weekends and evenings, as necessary. Candidates should apply by e-mail to [email protected] #J-18808-Ljbffr