Position Focus:
As a member of the SOM-IT Client Services Team, provides computer-related information, education, consultation, and support services to SOM faculty, staff, and students. Troubleshoots user problems with computer hardware, software, and networking. Analyzes and resolves user problems, prepares documentation, and informational materials for non-technical solutions or resolve independently. Works with other IT personnel within an integrated multi-vendor multi-platform environment. Shares knowledge with IT support team. Assists in IT training programs for the user community. Provides technical expertise and consultation in researching, analyzing and implementing hardware and software solutions of varying scope: from one user to all users. Acts as project leader for smaller IT projects with minimal supervision. Provides project consultation and recommendations to IT management and end-user departments. Manages assigned project tasks to ensure timely and high quality outcomes. Provides regular status reports on assigned projects to inform process of establishing institutional priorities for school-wide technology projects. Participates in the planning and design of new services and procedures. Collaborates with staff on various projects, including system services and networking. Interacts with faculty, staff and students; and interdepartmental personnel at all levels to provide support and education. Interacts with external contacts to purchase equipment, resolve problems and obtain assistance and to compare institutional operations. Assists in IT purchasing and procurement needs for the SOM community. Interacts with external and internal vendors. Supervises contractors and student employees. May also provide individual or group training. Works with IT management to develop standards and policies. Reviews all processes and obtains feedback. Acts on feedback to improve processes. Assists the Media Services group with operations of classroom technology as needed. Other duties as assigned.
Department URL Address:
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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.
Required Skill/Ability 1:
Solid skills with Windows and Apple hardware, Mac OS X, Windows 7, iPad, iPhone, and Android-enabled devices, troubleshooting off miscellaneous hardware problems, standard application packages (Microsoft Office and productivity tools and standard electronic mail packages).
Required Skill/Ability 2:
Excellent interpersonal skills and superior customer service orientation. Ability to communicate effectively and tactfully.
Required Skill/Ability 3:
Team player with ability to work collegially with peers and colleagues.
Required Skill/Ability 4:
Ability to work in a fast-paced and changing environment. Ability to organize and prioritize own work.
Required Skill/Ability 5:
Reliable attendance and punctuality.
Preferred Education, Experience and Skills:
Experience with audio-visual systems of the kind used in education.
Physical Requirements:
Ability to move equipment up to 50 pounds.
Drug Screen
No
Health Screening
No
Background Check Requirements
All external candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle and credit checks based on the position description and job requirements. All offers are contingent on successful completion of a background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.
Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
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*Original Posting Date:* 17-Apr-2014
*STARS Requisition number:* 25056BR
*Department:* Sch of Management
*University Job Title:* IT Support Technician 1
*Bargaining Unit:* L34
*Job Category:* Clerical & Technical
*Type of Employment:* Full Time
*Duration Type:* Regular
*Salary Grade:* D
*Work Location:* Central Campus
*Worksite Address:* 165 Whit
*Work Week:* Flexible or Non-Standard (for anything other than Standard)
*Work Schedule (Other than Standard):* Variable schedule based on program support needs.