Information Technology Technician Opening date: 1/4/2019 Review of applications will begin immediately. This position will remain posted until filled. Internal Closing date: Bulletin No.: 2019 - 0962 Position Summary The Information Technology Technicians primary role is to deliver excellent customer service to the Gannon Community through providing second- and third-level technical support related to information technology. This technician will have a primary focus in either the Desktop Support or the Instructional Technology environments but will be capable of supporting all core areas of Academic Computing to facilitate effective resolution to requests in a variety of situations. The ITT leads projects to ensure they are completed to plan. The ITT will create and implement support standards and practices. This position will also be available to provide first level support at the Help Desk, instruct University staff on usage of information technology; and other duties as assigned. The ITT will need to work well in a team and support a collaborative and cooperative environment. Must be able to support and promote the Universitys Mission. Essential Functions Major Duties: * Supports a collaborative and cooperative team environment. * Responds and solves second- and third-level Help Desk calls relating to information technology hardware and software. * Installs, configures and maintains computers, software, and peripherals for students, employees, classrooms, and labs based on established support standards. * Installs, configures and maintains displays, switching, video conference equipment, and digital signage. * Facilitates coordination between Desktop Support, Instructional Technology, and the Help Desk to provide quick resolutions. * Plans, oversees, and participates in installation, deployment, and upgrade projects. * Determines standards and guidelines for installing and configuring information technology for employees, classrooms, and labs. * Provides direct support at the Help Desk to clients, technicians and student staff. * Prepares documentation and instructs University employees on usage of information technology. * Identifies potential procedural problems that may contribute to wide-scale issues for the University. Occasional Duties: * Consults with users on hardware purchases recommending configurations that meet Gannon's standards. * Assists with event setups. * Assists with moves of computers and peripherals. * Assists with new employee setups. * Performs other duties as assigned within the scope and responsibility and requirements of the position. Supervisory Responsibilities Work with and supervise Student Technology Assistants to complete duties as assigned and expand their skill base through job assignments. Contact With Others * Ability to communicate clearly with individual technology users on all levels; in small groups, one on one, and in writing. * Proven experience as a team player. Qualifications Education: Associates in a computer related field required (bachelor's desired). Experience: * Two to three years' experience providing Desktop Support/Instructional Technology hardware and software support required. * Proven experience providing excellent customer service in a professional environment required. Technical Skills: Desktop Support: * Experience managing Window and Mac in an enterprise environment. * Experience with OS imaging and scripting. * Experience with software usage, installation, and upgrades, especially Microsoft Office. Instructional Technology: * Experience managing applications in a virtual environment. * Experience with AV display and switching installation and management. * Experience with web and video conferencing. * Experience with digital signage. General: * Experience developing documentation and providing training. * Experience with technology management tools in an enterprise environment. * Familiarity with trends in higher education. * Experience using ticketing software. Licenses and Certifications: None required. Interpersonal Skills: Excellent verbal, written, and interpersonal skills. University Mission: Must be able to support and promote the Universitys Mission. Physical Requirements Ability to lift and carry technology equipment (computers, printers, etc) up to 55lbs. short distances occasionally. Working Conditions Work is performed in a busy office and academic environment.