IT Support Technician 1

at  Yale University

REQUIRED EDUCATION AND EXPERIENCE

Six years of related experience, four of them in the same job family at the next lower level and a high school-level education; or four years of related experience and an Associate degree; or little or no work experience and a Bachelor’s degree; or an equivalent combination of experience and education.

REQUIRED SKILL/ABILITY 1:

Demonstrated ability to deliver excellent customer service, experience and communications in an environment of client focused service.

REQUIRED SKILL/ABILITY 2:

This job requires quick and efficient in-person responses to emergency calls. The ability to walk between facilities and work in network closets is necessary.

REQUIRED SKILL/ABILITY 3:

Ability to work through complex problems until they are resolved with the appropriate sense of urgency.

REQUIRED SKILL/ABILITY 4:

Demonstrated ability to be innovative and ability to improve the job site, tasks and processes using creative and unique concepts.

REQUIRED SKILL/ABILITY 5:

Demonstrated ability to work collaboratively and successfully in a fast paced and changing environment.

PREFERRED EDUCATION, EXPERIENCE AND SKILLS:

End-point computer image deployment knowledge strongly preferred. Support of Audio/Visual equipment and spaces in corporate or educational settings strongly preferred. Knowledge of the following items is strongly preferred: QSC hardware, Voyager Cataloguing Software, Crestron hardware, AV/IP protocols, Extron systems, OSI Networking model, Proficient with Zoom, Teams videoconferencing.

PHYSICAL REQUIREMENTS

Ability to lift up to 50 lbs. Ability to walk up stairs.

BACKGROUND CHECK REQUIREMENTS

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit “Learn about background checks” under the Applicant Support Resources section of Careers on the It’s Your Yale website.

POSTING DISCLAIMER

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

1. Serves as subject matter expert in digital technology, including but not limited to, computers, networks, operating systems, printers, IT security, projectors; servers, and cellular and desk phones. 2. Provides support, consultation, and assistance to end-users. Troubleshoots digital technology problems. Serves a co-queue manager for trouble ticketing system. Responds to emergency and routine calls. 3. Evaluates and tests user applications, systems, and other digital technology. Provides recommendations for, and implements, systems, equipment and technology. 4. Establishes, maintains, and manages user access accounts. Assists employees with on and off-boarding. 5. Manages relationships and service contracts with other University departments, outside vendors and consultants. Purchases equipment and supplies. 6. Maintains a multi-year plan for the acquisition and implementation of digital technology; maintains inventory of digital technology. 7. Participates in development and oversight of department budget. Participates in long-term strategic planning. 8. Participates in the development or recommendation of training courses for users. Creates training documentation. 9. Ensures compliance with University required security and information technology policies and procedures. 10. Hires and supervises student workers. 11. May teach in area(s) of expertise. 12. May perform other duties as assigned.