Job Information
Case Western Reserve University IT Technician 4 in Cleveland, Ohio
POSITION OBJECTIVE
Working under general supervision, manage and support information technology resources, services, and systems for the faculty, staff, and students within the Health Education Campus (HEC) Samson Pavilion primarily and the Nursing Research Building periodically. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills. The position works alongside other technicians, vendor employees and student employees providing high-quality technical services to a diverse user community. Although individual staff may develop specializations in the overall service portfolio, a level of cross training is also expected. This position will demand a highly effective communicator with superior organization and time management skills, driven, dependable and intrinsically motivated individual.
ESSENTIAL FUNCTIONS
Research and troubleshoot end-user issues with computers, audio-visual equipment, multi-function printers/copiers, tablets, phones, software, and operating systems. Create and utilize documentation for common issues. Provide ad-hoc training, where appropriate. Setup (newly purchased or repaired computers), deploy and maintain networked workstations, peripherals, and telephony in departmental offices. Provide IT and computer support to all users, who bring their devices to the HEC Care Center (Tech Bar). Communicate with users regarding their computer needs, address their questions and concerns, and keep them updated and informed. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets. Update computer assets in Active Directory and inventory tracking system. Assist with the maintenance and operation of enterprise client/server and hosted systems operated or used by departments. Within the daily work, ensure the security and maintenance of departmental tools and equipment. (35%)
Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology (UTech) and other university areas, teams, and departments to help achieve business goals.
Develop strategies to better understand clients and their needs. Work to keep in touch with clients and assist in finding common solutions to situations that everyone can endorse. Work for win-win solutions, encourage open discussion, spot potential conflicts, and help de-escalate the situation, handle people and tense situations tactfully and professionally. Observe and analyze patterns in software/hardware/network problems/needs. Identify areas where the division can improve efficiencies and increase capabilities in client area. Report these to the appropriate (UTech) service group or director. (20%)
Actively and independently research, investigate and test new hardware and software applications, and make recommendations to ensure that administrative offices are using the best and most cost-effective technologies. Stay informed about regular updates and new developments related to supported hardware and software systems. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (15%)
Provide secondary support working with Audio Visual (AV) team to maintain an