We are seeking a qualified IT Operations Technician to join the Office of Information Technology. You will provide Tier 1 technical support and services to CSI employees and students. The position also configures, deploys, and supports computer hardware and software. The IT Operations Technician is also involved in troubleshooting and diagnosing application or device issues and ensuring optimal performance of digital systems and services.

ESSENTIAL FUNCTIONS

• Provides a combination of on-site presence and remote coverage to respond to incoming customer technical support and service requests related to hardware, software, and processes
• Provides technical support to employees, students, and other end users via phone, email, web chat, SMS, walk-up, etc.
• Follows troubleshooting best practices, including using knowledgebase articles, solution documentation, training materials, etc.
• Actively participate in ITSM operations, including but not limited to Incident Management, Problem Management, Change Management, Knowledge Management, and Service Catalog
• Quickly and accurately document and manage customer interactions through ITSM tools and processes
• Assists with installation, configuration, deployment, and ongoing usability of system hardware and software
• Troubleshoots hardware, peripherals, and software issues in-person and remotely
• Monitors ticket management queue throughout the day and respond to tickets according to defined SLAs/OLAs
• Prepares and coordinates equipment repairs, spare parts management, asset inventory, lifecycle management, and computer equipment recycling.
• Develops system specifications, writes and tests programs, and compiles support documentation and manuals
• Implements systems and provides for ongoing maintenance and enhancements.
• Trains users in the essential operation and maintenance of computers and related components as needed
• Assists in the development of proposals for the procurement of information systems and services
• Other duties as assigned

REQUIRED SKILLS

• Excellent listener
• Effective communicator
• Strong empathy toward others
• Service-oriented mindset
• Manage high-pressure, stressful, and tense customer encounters consistently with calmness, professionalism, and the highest degree of respect
• Comfortable with learning, using, and supporting technology
• Troubleshoot problems methodically, independently, and with minimal supervision
• Effectively interpret and translate complex technical information facilitating mutual understanding with customers simply, accurately, and quickly
• Effectively manage multiple concurrent work streams (e.g., multiple support tickets, tasks, etc.) simultaneously while maintaining strong attention to detail
• Appropriately prioritize projects and tasks
• Prompt, attentive, and dependable
• Ability to work independently and as part of a team
• Ability to take initiative
• Proven work ethic
• Demonstrated proficiency in oral, written, and interpersonal communication skills
• Ability to handle complaints and problem-solve effectively
• Great attitude
• Good sense of humor
• Strong computer and technical skill knowledge
• Willingness to receive additional training to improve job skill set

DESIRED COMPETENCIES

• Broad familiarity with modern technology hardware and business software
• Microsoft Windows 10/11
• Apple devices and software
• Android devices and software
• Active Directory (Authentication, Password Management, User Profiles)
• Microsoft Office 2016/2019/O365 (including Outlook, Word, Excel, PowerPoint, OneNote, Visio, Access, Project, Power BI, Teams, etc.)
• Microsoft SharePoint Online/365
• Peripherals (Printers, Webcams, Pluggable Devices)
• Networking (Wi-Fi, LAN/WAN)
• Ability to clearly document processes and procedures

PREFERRED EDUCATION / EXPERIENCE

• Associate degree or higher from an accredited institution
• Demonstrated ability to meet the responsibilities of the job position
• Previous experience in an IT functional role supporting domain devices, applications, and services
• Technical or professional certifications such as CompTIA A+, MCP, etc.
• Work experience in higher education learning environments

 The College of Southern Idaho is an equal opportunity employer with a commitment to cultivating and sustaining an environment in which our employees and learners thrive. The College prohibits discrimination on the basis of any legally protected status.