IT Support Technician

Summary: 

Provide technical support to faculty, staff, and students at the University of Wisconsin Oshkosh; install and upgrade hardware, software, and peripherals on workstations; troubleshoot and resolve computer and printer problems; explore new and developing technologies. 

General working hours for this position are 7:45 to 4:30 Monday through Friday. 10-25 hours per week are expected when classes are in session. 40 hours of work per week are expected during most break periods. 

Essential Tasks/Responsibilities: 

70%    A.    Support of Endpoint Devices 

Setup Windows and Macintosh computers based on campus standards. * 

Use Microsoft Deployment Tools to image Windows devices. 

Use Apple provisioning software to set up Apple devices. 

Work with clients to explain computer setup, campus login scheme, connection to campus resources, and basic use of equipment. * 

Troubleshoot computer and printer problems based on information in work ticket, communication with client, and in consultation with supervisor as needed. 

Assist in annual setup of the General Computer Access and Departmental computer labs.* 

*These tasks are subject to physical labor where often it occurs that there are actions such as pushing, pulling, lifting, and carrying up to 50lbs at a time.  

20%    B.    Documentation of Issues and Resolutions 

Use service desk system to select a work ticket and maintain records of progress toward completion of the work. 

Communicate with fellow staff regarding the progress of tickets and concerns regarding their resolution. 

Assist with the documentation of new processes, procedures, and installations. 

10%    C.     Participate in Personal and Unit Development 

Participate in all unit training sessions 

Participate in group and layer meetings 

Receive certifications related to the IT field, if interested. 

Other responsibilities as assigned. 

Majors Considered: All Majors 

Knowledge, Skills, and Abilities 

Preferred knowledge of Windows and Macintosh operating systems 

Preferred knowledge of Windows-based and Macintosh-based computer hardware and peripherals 

Ability to learn quickly 

Attention to detail in order to gather relevant information, understand problems, and resolve those problems without rework 

Ability to follow directions for computer setup and procedures to maintain campus standards 

Strong interpersonal, oral, and written communication skills 

Strong customer service skills 

Self-motivation to work without direct supervision 

Troubleshoot and solve routine computer problems 

Willingness to ask questions 

Communicate technical information in a manner easily understood by non-technical personnel 

Core Competencies/Job Expectations 

Communication – Timely communicates with styles that are approachable and respectable; engages in active listening by holding interruptions and responding concisely. 

Customer service – Engage in all job-related interactions and activities with contacts from within and outside the University in a courteous and professional manner. 

Respect for diversity - Avoid language that demeans a particular group of individuals. Do not let biases or stereotypes affect the delivery of service. 

Change management – Willingly anticipate, identify, and adopt change. 

Time management – Effectively organize work to be as productive as possible.