IT Service Support Technician 2

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Job Title:
IT Service Support Technician 2

Department:
OCIO | Customer Solutions

This is a hybrid position providing remote & on-site support at OSU's Wooster campus.

Works within a team to provide remote and in-person assistance to OTDI-supported customers for supported services, including desktop support, lab, classroom and educational technology support, and other OTDI services.  Provides both first-contact and mid-level support, responding to and diagnosing technical problems, working with Tier 2 analysts and/or service owners, providing follow-up as needed.  May be asked to maintain knowledge base articles and provide assistance during major incidents; responsible for determining the needs of faculty, staff and students and the proper support of those needs; take ownership of all interactions, utilize appropriate follow-through, providing timely feedback; use the Incident management and Request Fulfillment processes along with the Knowledge Management tool as designed; identifies opportunities for improvement. 

 Performs basic to moderately complex repairs and maintenance on PC, Mac, and instructional technology systems.  Responsible for delivery and setup of new and updated workstations and peripherals, addressing related support issues, and documented inventory management.  Responsible for receiving, resolving, escalating, and monitoring basic to moderately complex customer issues/requests.   

May be required to work a flexible schedule, which could include evenings and weekends. 

Position may be required travel to other OSU campuses for training and knowledge transfer sessions.  

Required Education/Experience:   

One year of experience and knowledge of desktop hardware and peripheral units or components and their connectivity in a wired or wireless environment, PC and computer terminology, computing technologies, PC operating systems and applications. Highly motivated individual with excellent customer service skills. Proven record of providing customer service in a technical environment; strong interpersonal and communications skills; experience using a call management system; strong technical and mechanical aptitude and the ability to trouble-shoot and logically solve problems. Must have knowledge and appropriate training in the installation and maintenance of relevant audio-visual systems and computer technology repair. Will use hand tools, power tools and electrical/electronic testing equipment, climb ladders and scaffolding, lift equipment, operate vehicles, walk to campus wide locations, and use radio/phones.

Desired Education/Experience:   

Knowledge of ITIL, A+. Working knowledge of and experience with desktop/Laptop hardware and peripheral units or components and their connectivity in a wired or wireless environment, PC and computer terminology, computing technologies, PC operating systems and applications, is preferred. Prior experience in a direct customer service role via the telephone is preferred.

Function: Information Technology

Subfunction: IT Service Support

Band: Technical

Level: T2

Additional Information:

Targeted hiring range for the position is $18.61-$24.81.

Our goal is to foster a community of professionals with diverse skills, experiences and backgrounds who actively collaborate to support the mission of the Ohio State University. We are committed to personal and professional growth of individuals as they achieve their highest potential and support others along the way. In an ever-changing technology landscape our employees are flexible, innovative, and adept problem-solvers.

Location:
CFAES Wooster Administration Building (0549)

Position Type:
Regular

Scheduled Hours:
40

Shift:
First Shift

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

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All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.

Applicants are encouraged to complete and submit the Equal Employment Identification form.