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IT Support Technician

2 months ago

Meridian, Idaho, United States Idaho College of Osteopathic Medicine Full time
Job Overview

The Idaho College of Osteopathic Medicine is seeking a dedicated Technical Support Specialist to join our IT team. This role involves providing exceptional technical assistance to our end-users, including faculty, staff, students, and visitors. The successful candidate will be responsible for diagnosing technical issues and guiding users through effective solutions.

Key Responsibilities
  • Deliver professional support to resolve hardware, software, and connectivity challenges.
  • Engage with users to address inquiries and provide information regarding IT services.
  • Assess user-reported issues by gathering relevant information and analyzing symptoms.
  • Troubleshoot and resolve technical problems related to internet connectivity, email applications, and VOIP systems.
  • Utilize available resources to research and find necessary information.
  • Provide training to users on various applications and systems.
  • Collaborate with AV Support Specialists and Systems Analysts as needed.
  • Adhere to established processes and protocols.
  • Identify and escalate priority issues to appropriate personnel.
  • Document and track support requests using designated ticketing software.
  • Offer alternative solutions when applicable.
  • Communicate effectively with users, tailoring messages to suit their understanding.
  • Conduct follow-ups and ensure timely callbacks to users when necessary.
  • Stay informed about system updates and changes.
  • Maintain a comprehensive database of helpdesk articles.
  • Keep users informed about current IT systems and best practices.
  • Perform additional related duties as assigned.
Supervisory Responsibilities

This position does not have supervisory responsibilities.

Education & Experience
  • A minimum of two to five years of experience in an end-user support role or computer operations environment is required.
  • Experience with Mac OS and iOS applications is preferred.
Skills & Abilities
  • Strong team player with a focus on collaboration and support.
  • Excellent problem-solving abilities with a knack for analyzing situations and proposing solutions.
  • Familiarity with Google Suite/Apps.
  • Experience in remote desktop support.
  • Outstanding verbal and written communication skills.
  • Proficient in troubleshooting printers and peripheral devices.
  • Ability to maintain confidentiality and respect for sensitive information.
Benefits
  • Comprehensive Health Care Plan (Medical, Dental & Vision)
  • Retirement Savings Plan
  • Life Insurance Options (Basic, Voluntary & AD&D)
  • Generous Paid Time Off (Vacation, Sick, Holidays, Winter Break)
  • Family Leave Policies
  • Short Term & Long Term Disability Coverage