IT Support Technician 1

Yale Computing Support Technician

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Overview

Responsible for ensuring the timely process through which computing problems are controlled, including problem recognition, research, isolation, resolution, and follow-up. This role requires experience and understanding of computing systems and networking applications, and it typically involves the use of problem management databases, help desk incident tracking systems, and system monitoring tools. Additionally, the position provides technical computer assistance to the community by diagnosing and resolving problems, escalating only complex issues, and involves routine tasks such as managing IT equipment procurement and liaising with end users to understand their requirements.

Required Skills and Abilities

1. Proficiency with both Mac and PC/Windows, including troubleshooting hardware and software. 2. Exceptional oral and written communication skills, with a strong emphasis on excellent customer service. 3. Ability to work independently and as part of a team, demonstrating organizational and detail-oriented skills. 4. Expertise in addressing and resolving technical issues using a combination of research, testing, and escalation. 5. Strong problem-solving capabilities in a fast-paced and dynamic environment.

Principal Responsibilities

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University. 2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed. 3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale's financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed. 4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. 5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students. 6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. 7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems. 8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training. 9. Acts as liaison between end-user and departments. 10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion 11. Completes and documents technical projects such as the testing of hardware and software products. 12. Assures compliance with University required security and information technology policies and procedures.

Required Education and Experience

Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.