Description

POSITION OBJECTIVE 

Working under general supervision, the IT Technician will manage, and support information technology resources, services, and systems at Case Western Reserve University. The IT Technician will document, implement, and follow existing procedures to create and maintain an efficient technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires in depth knowledge of elevated service user areas. Excellent customer service, problem solving, and technical skills. The position works with faculty, staff, and students. The technician will primarily be dedicated to assisting the faculty and staff of the School of Medicine with their technology issues.

ESSENTIAL FUNCTIONS

Investigate, troubleshoot, and solve hardware and software issues. Periodically review system configuration protocols and edit existing procedures and/or create new procedures as a result of the development of new technologies from vendors or the industry. Provide basic and advanced technical support for desktop and notebook computers, printers and tablets including, but not limited to the replacement of motherboards, PCI cards, and other circuit boards when appropriate. Initiate and manage a preventative maintenance program for staff computers. Provide support for Apple computers and current hardware and software. Support networked and local printing devices. (25%)
Provide advanced support for, but not limited to, the following software applications, recent Windows OS, Microsoft Office, Internet Explorer, Outlook, Symantec, Google Chrome, Google Drive, etc. Provide or identify appropriate support for other software applications as needed. (20%)
Actively and independently research, investigate and test new hardware and software applications, and make recommendations to ensure administrative offices are using the best and most cost- effective technologies. Assist with and supervise the periodic collection of hardware inventory and ensure that the inventory database is correct and up to date. Orient and train student employees. (20%)
Perform initial needs analysis and provide recommendations when staff request new or replacement equipment. Set up and supervise the delivery of newly purchased computers to users¿ offices. Ensure that new computers are set up and function properly on the network. Provide introductory software training at the user's desk after installing new applications or at the request of the user. Install additional advanced software packages as needed. (10%)
Work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation, build a team identity and commitment. (10%)
Collaborate with the Director of SOM IT, the Manager of IT Operations and the Server and Database Administrator on special projects for the School of Medicine (e.g., research, evaluate and recommend the best software to support the needs for SOM IT). (10%)
 

NONESSENTIAL FUNCTIONS

Perform other duties assigned. (5%)

CONTACTS 

Department: Continuous contact with departmental staff and student employees in support of client assistance regarding status and resolution of client issues. Close contact with the UTech Help Desk regarding status and resolution of client issues.

University: Frequent contact with all office staff in other administrative offices within the School of Medicine in order to support their technological needs.

External: Infrequent contact with a variety of technology product vendors including but not limited to Dell, Microsoft and other vendors to obtain specifications and price quotes, resolve hardware or software issues. Some contact with information technology professionals outside the university while attending training and conferences.

Students: Frequent contact to assist them with their technological needs.

SUPERVISORY RESPONSIBILITIES

This position will supervise student employees.

QUALIFICATIONS

Experience/Education/Licensing: High school education and 5 to 8 years of demonstrated experience in a related technical field OR an Associate degree in computer and/or related technical field and 4 years of experience OR Bachelor's degree in computer and/or related technical field. Valid Ohio driver's license with a good driving record. Vendor certifications, Computer A+ certification as well as Apple certification, highly desired. Other technology certifications are desired or may be required after hire.

 How to apply: Search for job #14278 at jobs.case.edu

Requirements

REQUIRED SKILLS

Strong customer service outlook and a desire to create an exceptional experience for faculty, staff, students, and guests of the School of Medicine by adapting to the given audience or situation and supporting the customer through to the resolution of the root cause of their issue. 
Ability to interact with colleagues, supervisors, and customers face to face as well as via remote conferencing.
Excellent verbal and written communication skills, negotiating abilities, the ability to present complex concepts in simplified terms within support and training settings, and conflict resolution skills. Should be able to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers.
Ability to actively listen, responsive to verbal and non-verbal clues. 
Ability to empathize, listen and actually involve yourself in what the customer is telling you about their situation.
Ability to optimize the use of time and resources to achieve the desired results; effectively plan and organize work priorities to minimize crises and manage scheduled tasks along with an irregular flow of tickets as well as unscheduled urgent issues.
Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. 
Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served.
Experience with computing hardware, including printers, network switches, desktop, laptop, and tablet computers running Microsoft Windows and MacOS, mobile devices running iOS and Android, displays, etc.
Strong computer hardware and software diagnostic and repair skills.
Excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines, and solutions.
Ability to understand and manage change in light of internal and external trends, influences, and future technology. 
Ability to work independently, under general operational guidelines.
Ability to work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation, build a team identity and commitment. Being able to play the roles of team leader and team player as required.
Ability to manage sensitive, confidential, and/or proprietary information. Ability to exercise meticulous care in the maintenance, control, and accessibility of sensitive information.
Demonstrated creativity and flexibility in working on a varied project portfolio with a variety of constituent groups in a fast-paced environment.
Ability to meet consistent attendance.
Willingness to learn and work with artificial intelligence (AI) tools and technologies.
 

WORKING CONDITIONS

General office environment. May be exposed to common cleaning agents. Frequent travel between campus facilities in various weather conditions. Occasionally early morning, evening, or weekend hours may be required for special events, maintenance activities, or projects. Overtime may be required in emergency situations. The employee may be required to carry a cell phone, to address after-hours emergencies. Work requires the ability to lift up to forty-nine (49) pounds. The position requires typing on a computer keyboard and using a computer mouse and a printer. The employee will drive a university vehicle while on the job. This position is not eligible for the staff hybrid work program.