This position is an ITAPP Dual Reporting role: Jim Moran College of Entrepreneurship and ITS-ITAPP (Information Technology Administration Partnership Program) to deliver information technology services for the Jim Moran College and Institute. Assists and promotes ITS resources leveraging centrally funded/managed systems and personnel. Performs installation, maintenance, and modification of IT systems. Serves as point of contact relating to distributing and supporting information technology resources, providing problem-solving and debugging, and delivering user support to faculty, staff, and students. Responsible for overseeing A/V needs for special events that will require occasional support outside of normal business hours.

Reports to the onsite IT Manager and is responsible for providing general technology support, including troubleshooting and mitigating complex problems relating to computer hardware and software. Collaborates with the ITAPP manager and ITS-CTS (Computing Technology Services) to execute standardized workstation support practices and strategies to foster teamwork and ensure continuity of services. Responsible for troubleshooting and mitigating complex problems related to computer hardware and software applications. Ensures effective and efficient daily operations of hardware, software, peripheral equipment, and various educational technologies.

Responsible for configuration and installation of new equipment and software. Provides instruction to students, staff, and faculty on specialized equipment, software applications, and systems. Assists with administration and support of computer labs and multimedia equipment. Assists with AV support for meetings and special events for internal-external events hosted in event spaces during business hours, after-hours, or weekends. Help troubleshoot end-user issues relating to telephone system features and instruments, digital signage, videoconferencing, and remote connectivity of computers.

Maintains systems in various off-site locations for Jim Moran Institute. Support may be given via telephone, remote console access tools, in person, and/or via e-mail.

Assists in properly tracking inventory. Monitors supplies and equipment inventories database. Sanitizes equipment to be sent to surplus.

Maintains systems in specialized labs such as Body Scanner, Digital Textile Printing, Historic Costume Collection, Innovation Studio, ThermaNole Comfort, and Student Incubator spaces.

Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards.

Other duties as assigned. A state vehicle or golf cart will move equipment between supported buildings. A valid driver’s license will be needed to operate an electric or state vehicle.

Bachelor’s degree or a high school diploma or equivalent and four years of experience. (Note: or a combination of post-high school education and experience equal to four years.)

Ability to configure and install new equipment and software in a Windows computing environment.

Experience prioritizing, organizing, and performing multiple work assignments simultaneously.

Knowledge of standard concepts, practices, and procedures for computer support.

Experience providing end-user desktop support and guidance in a Windows environment.

Experience supporting A/V equipment such as video wall systems, cameras, and projectors.

Ability to support after-hours events and activities.

Experience with basic end-user training.

Experience with using remote tools to troubleshoot computer related issues.

A valid driver’s license will be needed to operate an electric or state vehicle.

Experience supporting users and devices in a MacOS environment.

Experience using O365, OneDrive, SharePoint, Teams, and Zoom.

Experience using Microsoft Deployment Toolkit (MDT) to image workstations.

Experience managing system backup/recovery.

Experience using Active Directory Users and Computers.

Experience with public speaking and giving presentations.

Familiarized with basic networking.