Position Title: IT User Support Technician

Department: Information Technology
Reports To: Chief Information Officer or Designee

Job Summary

The IT User Support Technician performs a range of technical duties related to the installation, administration, maintenance, documentation, and optimization of technology devices and software for users and departments. This position is responsible for ensuring the security, integrity, and optimal performance of technology systems and providing end-user support and training.

Key Responsibilities

• Serve as the first point of contact for IT support by responding to Help Desk inquiries.

• Receive, research, and resolve assigned incidents and service requests in a timely manner.

• Create and maintain accurate and complete documentation for all incidents and service requests.

• Configure, deploy, document, and maintain end-user computing devices and peripherals.

• Install, configure, and support department-level applications and software.

• Implement and support IT security solutions, ensuring compliance with established security policies.

• Create, test, and maintain installation packages and documentation for department applications.

• Monitor system operations, performance, and department-specific equipment, resolving issues as they arise.

• Escalate complex issues appropriately, ensuring detailed investigation and documentation.

• Develop and deliver documentation and training for staff, customers, and vendors as needed.

Knowledge, Skills, and Abilities

• Proficiency in supporting conference room technology, including video displays, projectors, and conferencing systems.

• Strong knowledge of Windows 10 operating system installation, configuration, and maintenance.

• Experience with Microsoft Office 365 applications and tools.

• Familiarity with IT Helpdesk systems and ticketing workflows.

• Understanding of desktop management and IT security best practices.

• Strong problem-solving, communication, and documentation skills.

• Ability to work both independently and collaboratively in a diverse and inclusive workplace.

Minimum Qualifications

Education and Experience (must meet at least one of the following):

• • Completion of at least 60 semester hours, including 20 hours in computer science, information systems, or a related field; and

  • A minimum of 3 years of current IT work experience supporting relevant systems.

• OR

  • A minimum of 5 years of current IT work experience supporting relevant systems in use.