IT Technician, Associate

Job Summary

The Information Technology department is seeking a IT Technician, Associate. Duties for this position include but are not limited to:

• Provide first-level support to system users and ensure a wide variety of user problems involving personal computers, network access, printing and software applications are diagnosed and resolved in a timely, professional manner
• Solves problems when there are no available precedents, guidelines, policies by drawing upon experience, research, input from peers and other problem-solving alternatives
• Ability to determine the best path to solution and guide end user with various levels of computer sophistication through solution
• Ability to identify critical system-wide problems and take immediate action to notify technical staff and end user community
• Log calls on automated software system to track service record from initial contact to problem resolution
• As central site for any computer-related questions information provided must be accurate
• Maintain good rapport and professionalism with customers (faculty, staff and student) in person or on the phone by regularly demonstrating a high level of expertise and professionalism
• Monitor open tracks to ensure they are resolved
• Notify customers of problem status and follow-up to determine level of satisfaction with service provided
• Take appropriate action should user be dissatisfied with service
• Alert user community about systems (Banner, network, etc.) problems and recovery times
• Responsible for creating and testing instructions and documentation, these pages are the reference point for all Help desk staff and our customers
• Supervisory responsibility for Help Desk staff when Help Desk supervisor is gone
• Provide a positive and productive work climate
• Maintain an environment that strives for excellent customer service
• Keep staff apprised of situations that may result in Help Desk intervention or queries

Required

• HS diploma/GED
• Experience in analyzing and evaluating computer system problems according to standard practices and procedures
• Experience applying analytical skills in resolving computer-related problems
• Effective verbal and written communication and problem-solving skills
• Ability to identify and resolve problems while maintaining excellent customer service
• Good interpersonal, organizational and decision-making skills
• Must have good working knowledge of PC, network applications, and various software packages including word processing and spreadsheets

Preferred

• Familiarity with campus computer operations and PC networks

Additional Information

• Purdue will not sponsor employment authorization for this position
• A background check will be required for employment in this position
• FLSA: Non-Exempt (Eligible for Overtime)
• Retirement Eligibility: Non-Exempt Defined Contribution Plan

Purdue University Fort Wayne seeks to develop and nurture its diversity. Purdue Fort Wayne is committed to maintaining an inclusive community that recognizes and values the inherent worth and dignity of every person; fosters tolerance, sensitivity, understanding, and mutual respect. Purdue Fort Wayne is an EEO/AA employer fully committed to achieving a diverse workforce. All individuals, including minorities, women, individuals with disabilities, and protected veterans are encouraged to apply.

Find out why so many are taking advantage of a career at Purdue University Fort Wayne! Employees enjoy:

• Free tuition through Purdue University Global
• Fee remission for a traditional Purdue degree for yourself, spouse, and children
• Health, Vision, and Dental Insurance available on first day of employment
• Additional voluntary benefits
• Retirement benefits
• Paid Time Off
• Support for professional development opportunities
• Live and work in an affordable, family friendly community