POSITION OBJECTIVE

Working under general supervision, manage, and support information technology resources, services, and systems in Case Western Reserve University. This position will document and implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires in-depth knowledge of elevated service user areas. Excellent problem solving, technical and customer service skills. The position works with faculty, staff, and students. Although the individual may develop specializations embedded in specific areas, periodic rotations will require a level of cross training that is also expected.

ESSENTIAL DUTIES

1. Research, troubleshoot and resolve reported end-user issues with computers, printers, tablets, phones, software and operating systems in administrative departments. Record all ticket tracking in an IT Service Management (ITSM) system through the creation, modification and resolution of incidents and service requests. Create and update internal documentation and help desk scripts for common issues. Provide ad-hoc training, where appropriate. Research developments in information technology use in assigned areas to anticipate user needs. Act as a change catalyst. Communicate to stakeholders affected by changes, address their questions, concerns, and need for information. (50%)
2. Setup, deploy and maintain workstations (physical/virtual), mobile devices, peripherals, telephony and assist with audio-visual equipment in supported areas and event venues. This includes the delivery of various equipment that has been or is in need of repair. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets in an inventory tracking system. Update computer assets in Active Directory. Stay informed about regular updates and new developments related to supported hardware and software systems. Image and provide temporary and loaner systems on an as need basis. Assist in the coordination and determination of new equipment purchases. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (25%)
3. Monitor and communicate through various departmental electronic tools and applications. (7%)
4. Monitor and perform day-to-day maintenance for printing programs in specific areas. (6%)

5. Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, and departments to help achieve business goals. (7%)

    

NONESSENTIAL FUNCTIONS

1. Perform periodic wellness checks for common area computers and peripherals. (4%)
2. Participate in training programs. (<1%).
3. Serve on appropriate university committees (<1%).
4. May be required to provide additional monitoring and support in the absence of the team lead (<1%)

5. Perform other duties and responsibilities as assigned. (<1%).

    

CONTACTS

Department: Continuous contact with departmental staff and student employees in support of client assistance regarding status and resolution of client issues.

University: Regular contact with staff members in all departments in University General at all levels. Occasional collaborative contact with service departments such as Construction Management as special projects warrant. Moderate contact with prospects, faculty, staff, and guests of the university. Contact i