SUMMARY

This role provides technical and AV support to SAU students, faculty, and staff, handling escalated service requests efficiently and professionally. As part of the SAU user support team, the position assists with technology needs, analyzes systems for improvements, and manages break/fix issues, projects, and upgrades with moderate autonomy. Occasional work outside regular hours may be required to meet deadlines and provide support for AV events. Coordination with other team members is essential to effectively support SAU’s staff and students. Responsibilities include tracking IT and AV assets, documenting equipment changes and locations, and supporting the installation and replacement of hardware in accordance with lifecycle schedules. The technician also contributes to the institution’s adoption of new technologies, such as artificial intelligence (AI).

REQUIRED: KNOWLEDGE, SKILLS & ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Ability to learn quickly and develop skills in areas of responsibility
• Proficiency in communication, customer service, and communicating with non-technical users to resolve technical issues
• Effective organization skills
• Motivation for self-development and growth
• Punctuality to work, meetings, and events that are being supported
• Ability to handle discretion
• Technical problem-solving skills and possess excellent interpersonal and communication skills
• Ability to provide guidance and mentorship to student employees
• Must be able to lift up to thirty pounds, use ladders occasionally, and occasionally operate a lift for hardware installations
• Effective communication and training skills. Must be able to communicate to end users for proactive notifications and incident response situations
• Able to exhibit a life and service that is in full accord with the Spring Arbor University Concept and Community Covenant

DESIRED: KNOWLEDGE, SKILLS & ABILITIES

• Effective project management and coordination skills.
• Working knowledge within the domain of Student Information Systems.
• Working knowledge of IT service methodologies within Higher Education that includes Student, faculty and Academic Support.
• Enterprise desktop management.

REQUIRED EDUCATION AND/OR EXPERIENCE

• Associate’s degree, Bachelor’s degree, relevant certification, or two years related work experience
• Experience with troubleshooting Microsoft and Apple operating systems and software issues
• Experience with technology troubleshooting principles, methodologies, and issue resolution techniques

PREFERRED EXPERIENCE

• Microsoft, Apple, Google, or other IT certifications
• Desktop automation experience
• Experience providing audio and visual support for events
• Experience with service delivery within an IT standards framework such as ITIL or ITSM.
• Experience with AV/technology installations and hardware
  Experience working in multicultural academic environments preferred and individuals from diverse populations are encouraged to apply. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

ESSENTIAL FUNCTIONS

• Provide daily technical support for students, faculty, and staff across computer hardware and software.
• Provide tier-1 and tier-2 helpdesk support; may assist with tier-3 support.
• Provide tier-1 support for enterprise applications (Oracle, Salesforce, Other)
• Log and prioritize tickets and incidents, escalating when needed.
• Assist with AV events beyond student technician capabilities.
• Train and support student helpdesk technicians.
• Maintain and troubleshoot lab, classroom computers, and related technology.
• Track IT and AV assets, recording changes, locations, and support incidents.
• Replace and install hardware campus-wide in line with equipment lifecycles.
• Support SAU’s adoption of AI.

SUMMARY OF RESPONSIBILITIES

This position covers several areas of responsibility and may involve tasks such as:

• Providing assistance to end users with computer and software issues
• Supporting AV events throughout campus, including chapel and staff meetings that are not attended by students
• Repairing classrooms
• Maintaining and upgrading hardware on campus
• Organizing and maintaining AV and IT equipment across campus
• Staffing the Helpdesk and responding to helpdesk calls
• Participating in training and ongoing self-development

OTHER DUTIES & WORK CONDITIONS

• May be required to work some night and weekend hours as assigned
• On-call availability to support escalated incidents or recoveries
• Performs other duties as assigned to meet service objectives within IT