IT Service Support Technician

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Job Title:
IT Service Support Technician

Department:
Advancement Information Technology

Position Overview

The Ohio State University’s Office of Advancement seeks an IT Service Support Technician to join the information technology team as a member of the IT service desk. The Advancement service desk team supports approximately 400 endpoint devices for professionals who engage with constituents such as alumni and donors who support the university.

Reporting to the Customer Experience Manager for Advancement IT, the IT Service Support Technician serves as part of a team that supports a wide variety of users and is responsible for receiving, resolving, escalating and monitoring complex issues and requests received by the service desk. They will provide system support for equipment owned and operated by University Advancement and assist in the development and updating of system documentation and standards for Mac and Windows desktops, laptops, and printers. The position also advises customers regarding system software and hardware enhancements.
The IT Service Support Technician will need reliable transportation to perform work from two campus locations. The position offers a flexible schedule to be agreed upon with the Customer Experience Manager to include in-office support and remote work (i.e., a weekly rotation of one week in the office, two weeks remote). Professional development opportunities exist within the team to shadow IT professionals on side projects to experience areas of IT of interest.

All members of Advancement are part of creating an inclusive culture that inspires and exceptionally diverse and talented team and are measured on their adherence to the following core competencies: Leadership, Continuous Improvement, teamwork and Collaboration, and Communication/Interpersonal Effectiveness.

Duties and Responsibilities

85%

Provides front-line support to end users for supported systems and services. Responsible for the identification, prioritization and resolution of complex reported issues (i.e. escalated tickets). Provides follow-up to keep tickets up-to-date. Supports various video conferencing systems that may include Skype, Microsoft Lync, Adobe Connect and WebEx. Works with project managers within Advancement as part of a project team to provide technical desktop support and deployment skills within the framework of a project. Provides technical guidance and leadership to student staff.

10%

Creates and/or edits knowledge base articles to help ensure support is coordinated, monitored, logged, tracked, and resolved.

5% – Miscellaneous

Completes special projects and performs other duties as assigned.

Required Qualifications

• 2 years of experience in a technology related field or customer service

• Associate degree in CIS, MIS or technical training or related filed

• Intermediate to advanced skill level with both Microsoft Windows and Macintosh OS

• Ability to lift up to 25 pounds frequently

Desired Qualifications (We are dedicated to building a diverse and inclusive workplace and encourage you to apply even if your experience does not align perfectly)

• Experience working on an IT Service Desk

• Strong experience with writing training material for instructor-led or computer-based training

• Working knowledge of TCP/IP and networking

• ITIL Foundation and/or A+ industry certifications

The Office of Advancement is committed to providing tools and resources for you to learn our business, proprietary databases, university-specific processes, and advancement practices.

Commitment to Inclusion

The Office of Advancement is committed to active allyship in addressing and dismantling the inequities created by systemic racism and implicit, long-held bias. We pledge to act with kindness, respect, and integrity at all times; trust ourselves and our colleagues and empower their whole identities; and hear and see our colleagues’ ideas, voices, and perspectives, acknowledging that we are better together.

You Need to Know

Aside from the unparalleled benefits of working for The Ohio State University and working in the diverse, smart, enjoyable, and growing city of Columbus, Ohio, this opportunity will provide exceptional rewards that arise from working for an institution doing worldwide life-changing teaching and research. Learn more here:  https://hr.osu.edu/careers/ .

Closing Statement

The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or gender identity, national origin, disability status, or protected veteran status. 

In accordance with the Disaster Preparedness and University State of Emergency Policy 6.17 this position has been designated as a standby position.

Additional Information:

Target Hiring Range: $22.16 – $29.57 per hour

Ohio State is focused on enhancing the health and safety of our community. Therefore, the university is requiring every student, faculty and staff member to be compliant with Ohio State’s COVID-19 vaccine requirement . By the start of employment, all newly hired employees must receive at least the first dose of a two-dose series or a single dose of a one-dose series COVID-19 vaccination. Individuals who choose a two-dose series vaccination must receive the second dose within 45 days of their start date. Proof of vaccination will be required at time of hire. Candidates may request a medical or religious exemption from the vaccination requirement. Campus employees may also request an exemption for personal reasons. Ohio State Wexner Medical Center, College of Medicine or OSUP Employees are not eligible for personal exemptions. All exemptions are subject to Ohio State’s approval and subject to change, including revocation, due to legal and regulatory requirements.

Location:
University Square North (1031)

Position Type:
Regular

Scheduled Hours:
40

Shift:
First Shift

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions .

The Ohio State University is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.

Applicants are encouraged to complete and submit the Equal Employment Identification form.