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Job Description:

**DIVISION:** Information Technology Services

**DEPARTMENT:** Information Technology Services

**BASIC FUNCTION:** Technical expert on Windows 10 & 11 and Mac OS certified. Point of contact for technical issues & services for faculty and staff. As tickets are assigned troubleshoot to resolution with users. Responsible for moves, add, changes as needed and special projects as assigned. Responsible for classroom technology support during school year. New computer installs and software upgrades. Tier 2 support for Help Desk regarding issues they are unable to resolve. Serve as technical expert in meetings, also provide support analysis, along with IT metrics and licensing. Phone support when needed, remote work per approval by manager. Some weekend and nights required.

**UNUSUAL WORK CONDITIONS** : None

**KNOWLEDGE AND SKILL NEEDED:** Thorough knowledge is needed of Mac OS, Windows and Microsoft Office including extensive knowledge of Outlook. Adobe Creative Suite Applications. Must understand basic AV technology (Apple TV) Matrix switcher, Air play & HDMI hookup. Strong customer service skills and communication skills a must along with good follow up skills. Must be able to represent ITS positively at every level from management to VP level. Self-motivated, reliable & team player.

**EDUCATION:** Bachelor’s Degree, preferably in a technical field, and 2+ years of related experience as Desktop Technician.

**EXPERIENCE:** Must demonstrate a working knowledge of the Microsoft Office Suites of software for both Windows and Macintosh platforms. Experience in end-user support and training required. Needs excellent organizational and communication skills. Ability to manage customer expectations. Must be a motivated, self-starter, who can easily learn new software and assess users’ needs. Most importantly, must possess an excellent customer service orientation toward internal staff and campus users. Has knowledge of commonly used concepts, practices and procedures within a technical support field. Performs a variety of complicated tasks and relies on experience and judgment to plan and accomplish goals with a wide degree of creativity and latitude.

**REPORTS TO:** Manager, ITS

**HOURS:** Monday through Friday from 12pm-8 pm ET

Category:

ITS - Staff

Performs such other duties, responsibilities, and activities as required by supervisor and as departmental/University needs indicate.

*Disclaimer

The above information indicates the general nature and level of work performed by employees within this classification. It is not designed to contain and should not be interpreted as a comprehensive inventory of all duties, responsibilities, activities, and/or qualifications required or expected of employees assigned to this job. Duties, responsibilities, and activities may change and new ones may be assigned at any time, with or without notice.

_All offers of employment are contingent upon a satisfactory background check._

Fairfield University provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Load a resume or CV first, then upload supporting documents including a cover letter at the bottom of the third page under the "My Experience" section where it says to upload a** **_Resume/CV_** **. You will be able to upload up to 5 other documents in this section. You will be unable to edit your application, so please have all documents available before applying.

Faculty Positions** **: If you need to upload more than 5 documents, please either combine them to upload or email the additional documents to the applicable contact in the job description.

Staff positions** **: If you need to upload more than 5 documents, please either combine them to upload or email them to [email protected]