IT Support Technician 1

Position Focus :

Responsible for providing technical computer assistance as well as accounts and access to the Yale community. This includes technical problem recognition, research, isolation, resolution, and follow-up.

Requires experience and understanding of computing systems and networking applications. Typically involves the use of a problem management database, incident tracking system and system monitoring tools.

Only problems of a complex nature are escalated for resolution. Provides access to and functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale's financial and administrative policies and procedures.

Essential Duties

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University.

2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution.

Escalates problems of a complex nature as needed. 3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale’s financial and administrative policies and procedures.

Exercises judgment to escalate functional issues of a complex nature as needed. 4. Responds to emergency calls and routine calls.

Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution.

Documents all reported problems. 5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users;

provides support, information and consulting services to faculty, staff and students. 6. Assists users in maintaining their desktop computing environment.

Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database.

Maintains equipment inventories. 7. Applies understanding and knowledge of information systems products and services to assist internal users.

Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems.

8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and / or related material for training.

9. Acts as liaison between end-user and departments. 10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion 11.

Completes and documents technical projects such as the testing of hardware and software products. 12. Assures compliance with University required security and information technology policies and procedures.

Required Education and Experience

• Six years of related experience, four of them in the same job family at the next lower level, and a high school level education;
• or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field;

or an equivalent combination of experience and education.

Required Skill / Ability 1 :

Demonstrated proficiency with both Mac and PC / Windows. Exceptional oral and written communication skills, well organized and detail oriented.

Required Skill / Ability 2 :

Service-minded, self-motivated and ability to work independently, in a team environment and across organizational units.

Required Skill / Ability 3 :

Proven ability to use a combination of research, previous experience, testing and escalation to efficiently find the best solutions to technical problems, including applying standards and best practices in implementing stable solution that best meet a client's business and operation requirements.

Required Skill / Ability 4 :

Proven ability and drive to provide excellent customer service.

Required Skill / Ability 5 :

Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients.

Preferred Education, Experience and Skills :

One of the following certifications : A+, Network+, Microsoft, Apple / Mac.

Weekend Hours Required?

Occasional

Evening Hours Required?

Occasional

Drug Screen

Health Screening

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements.

All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position.

Employees will be assigned specific job-related duties through their hiring departments.