Information Technology Infrastructure Technician

Position Type: Staff Full-time

Hours per week: 37.5

Weeks per year: 52

Work Schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m.; occasional nights and/or weekends as needed

Department Summary & Job Purpose:

Library, Information, and Technology Services (LITS) is committed to empowering a diverse and inclusive learning community, equipping every person to engage the world purposefully. LITS connects people with the information, expertise, spaces, and technologies that enhance their work and fuel scholarly endeavors.

The Information Technology Infrastructure Technician reports directly to the Head of Enterprise Services and is responsible for the installation, management, field support, troubleshooting, and, in some cases, the design of low-voltage and network-attached devices and equipment managed and maintained by LITS. This includes critical IT services such as campus phones, ID (OneCard) systems, blue light phones, and an array of alarm and public safety systems.

This position is a member of the Technology Infrastructure and Systems Support (TISS) Group, which focuses on providing the technology base and its accompanying framework for the electronic resources and services that support the College. Operations within the TISS Group include data center operations, networking, web application support, business intelligence, and administrative computing.

Core Job Duties and Responsibilities:

• Install, configure, repair, and maintain devices such as access control controllers/readers, servers, transaction terminals, video surveillance and alarm equipment, ID (OneCard) card production equipment, network switches, access points, and phone handsets.
• Assist with system design, analysis, and development. Make recommendations for system, equipment, and IT service improvements and upgrades.
• Design, build, and maintain a variety of campus alarm systems monitoring critical equipment, secure spaces, and environmental conditions.
• Ensures all equipment is up-to-date and operating effectively; makes repairs as necessary, including shipping and receiving all RMA requirements.
• Maintains documentation, including diagrams, annotated building floor plans, workflows, and configuration information.
• Ensures compliance with professional and technology standards, license and regulatory requirements, and MHC standards, policies, and procedures.
• Implements preventative maintenance program and regular hardware inspection.
• Supports Public Safety and other administrative and academic departments with multiple integrated systems.
• In partnership with the LITS Help Desk, identifies, investigates, and resolves complex problems.
• Maintains high quality customer service standards, responding to questions and problems. Actively works with colleagues in LITS to create a welcoming and user-centered environment where diverse students, faculty, and staff can thrive.
• Required to be on call 24/7 as needed in rotation with other team members to respond to issues with securing buildings, alarms, and access points.
• Participates in staff meetings, technical discussions, and negotiations with other departments.
• Develops strong working, collaborative partnerships within LITS with the College community, Five Colleges, and others to proactively identify, recommend, facilitate, and implement appropriate and effective policies, services, resources, support, and procedures that improve the ability of the College community to accomplish its teaching, learning, research, and administrative goals.
• Attends and contributes to major campus-wide or LITS-sponsored events, which may be held at night, on weekends or holidays, and are part of every employee’s core responsibilities.
• Performs related duties as assigned.

Qualifications:

• At least 5 years of experience working on or with electronic control systems, IT infrastructure, and/or wiring and associated protocols.
• A strong knowledge of electrical circuits is preferred, including using electrical testing equipment to troubleshoot and repair low-voltage components and systems.
• Experience using software including card-access control platform and Microsoft Office or Google G-Suite products. The ability to run and troubleshoot reports using application software (i.e., phone and OneCard systems) is desired.
• Demonstrated ability to organize and prioritize a series of complex and interdependent work assignments.
• Ability to work individually, and within teams a multifaceted organization.
• Must have strong attention to detail, demonstrated resourcefulness, analytical ability, and ingenuity.
• Commitment to customer service and inclusivity, including strong interpersonal skills.
• Possesses integrity, ethics, and respect for confidentiality.
• A criminal background check is required.

Preferred Qualifications:

License/Certifications:

Compliance Requirements:

Physical Demands:

• Frequently stand/walk, sit, perform desk-based computer tasks, use a telephone, and grasp lightly/fine manipulation. Comfortable on a ladder, occasionally no more than 10 feet.
• Frequently twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, write by hand, sort/file paperwork, lift/carry/push/pull objects that weigh up to 50 pounds.
• Occasionally kneel/crawl and operate foot and/or hand controls.

Working Conditions:

• Work is performed in both interior and exterior environments across campus.
• Frequent travel on campus to departments/buildings or local off-campus locations is also required.