Job Description
Dakota Wesleyan University is seeking to hire a full-time IT Digital Support Technician. This position is responsible for supporting all staff, faculty, students, and resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.
Primary duties:
- To diagnose and resolve software and hardware incidents, including all operating systems (Windows, Mac, and iOS) and across a range of software applications
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
- To accurately record, update and document requests using the IT ticketing system
- To install, configure, and manage classroom equipment.
- Maintains status records for classroom equipment.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Assists with annual inventory inspection.
- Maintain documentation and inventory related to classroom and campus technology.
Skills and Qualifications:
- Previous experience working in an IT support role with a working knowledge of iOS, Mac and Microsoft Windows client operating systems as well as various software packages including Microsoft Office and standard iOS apps
- Excellent IT skills and computer literacy
- Experience with various classroom hardware systems and configurations
- Proactive, takes initiative and able to think creatively
- Customer service skills, effective verbal and written communication
- The ability to work with others in one-on-one and small group environments
- Strong documentation skills
- Solid troubleshooting skills using both deductive and inductive reasoning
- Must have the ability to plan, schedule, and complete tasks and projects promptly and meet deadlines
- Have a commitment to the mission of DWU and its values of learning, leadership, faith and service
Review of applicants will begin immediately and continue until the position is filled.
Dakota Wesleyan University is committed to fostering diversity and is an equal opportunity employer and welcomes the candidacy of underrepresented groups. DWU is a tobacco free campus.
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