IT Services Technician

$50,000 - $55,000/Yr

Grand Valley State University - Allendale Charter Township, MI

Full-time - Entry Level

Allendale Charter Township, MI

Educational Services

About the position

This role serves as the first level of professional technical support to the Grand Valley State University (GVSU) community, handling IT incidents reported via phones, emails, web portal, or chats. The IT Services Technician is responsible for providing and coordinating IT Services support for the GVSU community, ensuring that clients are kept up to date with their requests through clear and timely communication. This position involves managing account credentials for authorized users of GVSU enterprise systems and providing administrator support to IT ticketing software. Collaboration with other IT Services units is essential to create training materials and update knowledgebase articles for the GVSU community. Additionally, the technician will mentor and support student employees, assist in maintaining up-to-date inventories of university hardware, software, and licenses, and provide support with testing, analyzing, and documenting new hardware and software systems. The role also includes providing network, printer, and audio/visual support to the GVSU community, along with performing other duties as required or assigned by the manager.

Responsibilities

• Provides and coordinates IT Services support for the GVSU community.
• Communicates frequently to keep 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.

Requirements

• 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.

Nice-to-haves

• 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

• 403(b)
• Dental insurance
• Health insurance
• Vision insurance
• 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.