The Art Institute of Tampa, LLC
Summary: The Campus IT Technician will provide support in an environment with a high focus on a positive customer service for staff, faculty, and students. Additionally, support of technology in classroom, specialty labs, and studios is critical to the mission of the Institution. The employee is the first line of support for all campus technology working directly under the supervision of both IT leadership and Campus leadership.
Incumbent must assure that the Art Institutes (Aii) philosophy: quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion – is considered in carrying out the duties and responsibilities of this position.
Key Job Elements:
- Acts as central point of contact for technology related issues and manages the customer relationship with campus leadership with minimal supervision. Communicate in a timely manner with staff, faculty and students upcoming IT/Hardware/Software changes or updates as needed.
- Provide a high level of customer service to campus leadership, students, faculty, and staff through active listening, empathy, problem-solving, and communication. Develop IT/Software FAQ’s and tutorials for digital delivery to students and staff on a quarterly basis.
- Perform a variety of analytical and technical functions involved in evaluating computer, networking, and technology needs; and a variety of technical and administrative tasks relative to assigned area of responsibility. Use Symantec Altiris or similar product to manage desktops systems for software package deployments, and patch management.
- Confers with end users to understand what issues or difficulties they are experiencing or to, establish what their needs may be and then assists in finding hardware or software solutions. May interface with corporate IT departments or perform research to analyze and resolve technical issues. May train end users in the use of software, hardware or telephone systems.
- Is responsible for ensuring customers’ computer issues are resolved and ServiceNow tickets are created and/or updated with current status or resolution descriptions on the day service is provided. May escalate issues to other service groups as needed through the ticketing system. Alerts supervisor to recurring incidents and patterns of problems in a timely manner. Creates, updates and maintains documentation and standard operating procedures as needed.
- Responsible for the maintenance (perform small repairs and outsource larger repairs with campus leadership approval), organization, and inventory of the gear in the equipment cage.
- Ensure cage management is maintained with proper check out and in of gear to students and faculty through the TrackitWorks system including spot audits and quarterly full inventories. Responsible for the hiring, training, scheduling, and managing student workers in the equipment cage.
- Assists in desktop configuration selection to achieve fit for purpose for end users. Performs moves, adds, changes (MAC) of computers, telecom and users. Performs preventive and on-demand maintenance on a variety of systems including completing the class break updates provided by IT leadership.
- Responsible for implementing the Digital Signage system; ongoing oversight of it and maintenance of the system. Will work closely with faculty to gather content for uploading on the site.
- Other duties as assigned.
Reports To: President/Campus Director/VP Campus Operations as applicable
Interacts With: Campus Faculty / Staff, students
Job Requirements (Knowledge, Skills and Abilities):
Knowledge:
- Bachelor’s degree in Information Technology, Information Systems, Computer Science, or related technology field experience.
- Minimum five years’ field related experience with emphasis in desktop support operations.
- Understanding of advanced desktop infrastructure, commonly used concepts, practices and procedures.
- Strong knowledge of Microsoft, Apple, MS Office, and other software commonly used across all classroom systems. Knowledge of Adobe and other educational software is helpful.
- Familiarity with IP phone technology (Avaya, Siemens, Cisco). Some networking, cabling, and data management is necessary.
Skills:
- Advanced troubleshooting of complex problems; project or task focused in addition to daily departmental obligations
- Strong customer service skills and the ability to work within a matrix organization where your instructions will come from IT leadership and campus leadership is essential.
- Possess strong written and verbal communication skills and an ability to empathize with the end-user.
- Strong organizational skills.
- Demonstrated computer literacy skills including working knowledge of Microsoft office applications: Word, Excel and Outlook.
Abilities:
- Ability to understand tasks from both an IT and Business perspective. Demonstrated skills in facilitating and modeling a strong customer service orientation.
- Proficient at working independently and meeting timelines. Able to work in collaborative team settings.
- Capable of maintaining confidentially, and carefully handling sensitive information.
- Available to work occasional evenings and weekends.
