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Job Description:

Responsible for a wide range of services including, but not limited to, computer operation, monitoring data security, technical support, troubleshooting, software testing, and analyzing usability. Tasks are also dependent on the complexity of software and hardware, as well as the number of systems. The IT Support group may seek guidance or report to IT Management.

Job Responsibilities

• Provides mid-level technical computing support and related services to customers.

• Provides problem solving assistance to coworkers.

• Advises and consults on department purchases of equipment and software.

• Identifies, investigates, researches and resolves complex problems; provides troubleshooting that the first tier support is unable to resolve. Simulates or recreates moderately complex user problems to resolve operating difficulties.

• Ensures workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions; provides input and recommendations with respect to hardware and software requirements, new and updated technologies, and integrity of the computing environment following University recommended guidelines.

• Responsible for identifying and recommending system modifications to reduce user problems.

• Plans, schedules, tests, and coordinates complex software and/or system upgrades.

• Installs, configures, and maintains operating system, workstations, and servers, including web servers and VMware, in support of business processing requirements.

• Conducts hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.

• Resolves complex production problems.

Minimum Qualifications:

Comprehensive knowledge of technology support obtained by an Associate’s degree in an information technology-related field and a minimum of 2 years technology support experience. An equivalent combination of education, training, and experience is acceptable.

Specific knowledge, certifications, and licensure will apply at the position level.

Preferred Qualifications:

+ Knowledge of technology support procedures and practices obtained from a Bachelor’s degree.

+ Experience supporting and maintaining Windows and Mac operating systems in a business or academic environment.

+ Strong problem-solving skills and diagnostic skills, with the ability to replicate, analyze, and resolve complex technical issues.

+ Experience leading projects and managing work of others.

+ Effective communication and customer service skills, with the ability to explain technical concepts to non-technical users and consult on hardware/software purchasing.

Planning Unit: Information Technology

Department: Information and Technology Office

Applicants may contact this person if they have questions about this position: Dustin Leuschel ([email protected])

Employment Type: full-time regular

Advertised Salary:

AFSCME 3200 |15|: $19.38- $24.70 per hour

Employees also enjoy a generous benefits package such as paid holidays, sick time, personal time, a tuition waiver up to 100% for self and dependents, a comprehensive insurance package (including but not limited to prescription, vision, dental, and life insurance), an excellent retirement plan with up to a 14% company contribution, and more. Additional information is available at https://www.ohio.edu/hr/benefits