Job Description

Job Summary/Basic Function:
Manage, deploy, and support workstations for Wright State faculty and staff at Lake Campus. Provide tier 1 support for campus computer labs, and classroom/conference room AV equipment. Respond to escalated requests, incidents, and manage IT related projects specific for deployment of new technology in classrooms, labs, and employee workstations. May train student employees.
Minimum Qualifications
Bachelor’s degree in Computer Science, Information Systems or related field and at least 1 year of relevant work experience; or an associate’s degree in Information Technology or related field and at least 3 years of relevant technical experience. Or an equivalent combination of education and experience in lieu of a college degree.
Experience supporting, managing, and imaging Windows and Apple operating systems in an enterprise environment.
Experience supporting, managing, and imaging Windows and Apple operating systems in an enterprise environment.
Knowledge of and demonstrated ability to use ITSM tools such as ServiceNow.
Knowledge of and demonstrated ability to use applications such as SCCM and Jamf/Casper.
Analytical and troubleshooting skills related to multimedia AV equipment.
Ability to multi-task projects and daily operations while providing regular status updates to leadership.
Willingness and ability to take initiative, to think ahead, make decisions under stress.
Ability to work independently and within a team.
Demonstrated customer service experience.
Ability to instruct non-technical users.
Excellent oral and written communication skills.
Excellent customer service and communication skills; ability to use judgment, discretion to resolve problem/situations.

Preferred Qualifications
Bachelors degree in Information Technology or a related field and 2-4 years’ experience within information technology field.
Knowledge of personal computer applications; knowledge of OS and software deployment technology; ability to work independently; the ability to instruct and train others; works well with others.
Essential Functions and percent of time:
60%Tier II Workstation Support
Diagnose, document, resolve and escalate workstation support requests. Evaluate new products or services and suggests enhancements, and assist in the architecture, implementation and maintenance of the organizations desktop enterprise environment including installation, upgrades, high level troubleshooting, and software deployment for Windows and Mac OS.
Provide guidance and direction on future technology opportunities for the campus. Provide remote IT support using approved remote support tools.
Support application packaging, deployments, documentation, and release control in an enterprise technology environment.
Manage end point asset management lifecycle following established best practices. Assist in training and mentoring staff to improve performance, increase customer satisfaction and drive efficiencies.
Working directly with CaTS staff members at Dayton Campus – provide direct customer support for problem solving with respect to complexities of accounts use, data errors relating to identity, access permissions and privileges, and telecommunication related requests.
Essential Functions and percent of time (cont'd):
30% Tier II Classroom AV Support
Responsible for onsite support for and training of audio-visual equipment in electronic classrooms, conference rooms, and event spaces. This includes, but is not limited to, collaboration technology, digital signage, audio/video control systems, sound systems, projectors, and cameras.
Required to collaborate with customers to understand their technology needs within these spaces. Coordinate with CaTS operations and engineering staff at the Dayton campus on future designs of classrooms at the Lake campus and serve as an advocate for faculty and student needs. Attend meetings, participates in committees, or project planning sessions related to audio-visual support.

10% Tier II Computer Lab Support
Tier II support for PC and Mac OSx academic and general use computer labs and carts used by students, faculty, and staff. Tier II responsibilities include but are not limited to: monitoring usage, developing plans and strategy for upgrades, image creation and deployment using Microsoft Systems Center, desktop application administration and configuration, and support for lab printing.
Use established best practices for enterprise lab computing standards and work closely with CaTS Campus Technology team on future deployment and upgrade requirements.

Non-Essential Functions and percent of time:
Working Conditions
Involves stooping, bending and lifting up to 50 pounds. At times may be required to enter areas where biohazard and/or radiation safety precautions are necessary.

Wright State University, an equal opportunity/affirmative action employer, is committed to an inclusive environment and strongly encourages applications from minorities, females, veterans and individuals with disabilities.

To preserve the safety and security of the campus community and to maintain the integrity of university operations, it is the policy of Wright State University making an employment offer contingent on various background checks, such as a criminal record, credit history when job related and/or education verifications. Additionally, an administrative review shall be conducted whenever the university learns that an employee is charged with or convicted of a crime (except for minor vehicle violations). Frequently asked questions related to background checks may be found on the Human resources website at http://www.wright.edu/human-resources.

Effective July 1, 2017, per Policy 7230 Wright State University is tobacco-free. Tobacco use, including the sale, advertising sampling and distribution of tobacco products and tobacco related items is prohibited in all university facilities, on all university owned or leased grounds, university owned or operated residence halls and apartments, and at all university sponsored events regardless of location. Tobacco use is also prohibited in all university vehicles or on any equipment owned, leased or operated by Wright State University. This policy applies to anyone on campus including students, faculty, staff, visitors, consultants, vendors, patients, volunteers, and contractor employees.