IT Services Technician

This role serves as the first level of professional technical support to the GVSU community, handling IT incidents reported via phones, emails, web portal or chats.

Primary Duties

• Provides and coordinates IT Services support for the GVSU community.
• Communicates frequently to keeps clients up to date with their requests with clear and timely communication.
• Manages account credentials for authorized users of GVSU enterprise systems.
• Provides administrator support to IT ticketing software.
• Collaborates with other IT Services units to create training and updates knowledgebase articles for the GVSU community.
• Mentors and supports student employees.
• Assists in maintaining up-to-date inventories of university hardware, software, and licenses.
• Provides support with testing, analyzing, and documenting new hardware and software systems.
• Provides network, printer, and audio/visual support to the GVSU community.
• Performs other duties as required/assigned by manager.
  
  

Knowledge, Skills And Abilities Required

• Bachelor’s Degree or equivalent in Computer Sciences, Information Systems, or related field AND one (01) year of work experience in a call center or IT Service Desk.
  
  

OR,

• A high school diploma or equivalent AND three (03) years of work experience in a call center or IT Service Desk.
• Experience with supporting Windows or Apple hardware and software.
• Experience working with Microsoft Office, Microsoft Active directory, network connectivity and; printing configuration and troubleshooting.
• Experience providing Remote Desktop or VPN support.
• Experience creating documentation and providing training on software and hardware solutions.
• Experience troubleshooting audio/visual equipment
• Excellent written and oral communication skills with a strong emphasis on client experience.
  
  

Knowledge, Skills And Abilities Preferred

• Supervisory experience.
• Experience with Security Information and Event Management (SIEM) tools.
• Basic understanding of IP addressing and basic network protocols.
• Experience with Outlook/Exchange, Office 365, and Google Suite.
• Two-or-more-years supporting modern hardware and software for both Windows and Apple devices.
• Experience supporting audio/visual technologies in classrooms, labs, and presentation/meeting spaces.
• Experience with Blackboard or other Learning Management Systems
• Experience working with Customer Relationship Management (CRM) or any IT ticketing systems.
• Experience mentoring or coaching junior professional or student employees
  
  

Benefits Are Effective On The First Day Of Employment

• Medical, Dental, and Vision insurance offered.
• Generous 403B contributions by employer and employee fully vested after 2 years.
• Tuition is waived for undergraduate and graduate courses!
• Up to four weeks of accrued vacation.
• Work-Life Program to assist in achieving a balanced life between work and personal needs.
• More benefits can be found on our website at https://www.gvsu.edu/hro/benefits/executive-administrative-and-professional-staff-benefits-464.htm
  
  

SCHEDULE

Tuesday-Thursday: 12PM - 9PM

Friday-Saturday: 9AM - 6PM

SALARY

$50,000 - $55,000 - Commensurate with experience

How To Apply

Apply online. Applicants must include a cover letter and resume.

APPLICATION DEADLINE

Application closes at 11:59pm on Sunday, July 14th.

WORKING CONDITIONS

Normal office environment. Some travel may be required with ability to serve at both the Allendale, Michigan and Grand Rapids, Michigan campuses, including high mobility at other GVSU locations on temporary duties as assigned by the supervisor.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The information contained in this job description is for compliance with the Americans with Disabilities Act as amended by the ADA Amendment Act (2008), Section 504 of the Rehabilitation Act of 1973, and other applicable federal and state laws that prohibit discrimination on the basis of disability. GVSU will provide reasonable accommodations to qualified individuals with disabilities upon request. See www.gvsu.edu/affirmative/. TDD Callers: Call Michigan Relay Center at 711 (in State) or 1-800-833-7833 (out of State).

Grand Valley State University is an Affirmative Action/Equal Opportunity Employer, which includes providing equal opportunity for racial and ethnic minorities, women, protected veterans and individuals with disabilities. University policy extends protections to additional identities.