Job Description:

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Job Title:Desktop Support TechnicianDepartment:OHTECH | Shared Infrastructure

The Desktop Support Technician supports end user client IT operations for the Ohio Technology Consortium (OH-TECH) and works in accordance with university policies, goals and objectives. This position reports to the IT User Services Manager within OH-TECH's Shared Infrastructure unit.

The responsibilities of the Desktop Support Technician position include:

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  Utilizes their degree or professional experience providing direct technical support to end users and executive management staff

  
  


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  Provides endpoint and video conference technical assistance and training to OH-TECH staff, clients and partners

  
  


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  Utilizes general industry knowledge and professional experience in the application of process, procedure, concepts, principles and technical capabilities for investigating and resolving software and hardware problems of computer users as assigned

  
  


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  Supports Windows, Macintosh and mobile computing devices

  
  


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  Answers, evaluates and prioritizes incoming online service requests, phone, voicemail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies

  
  


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  Ensures security of organizational IT assets and data contained on the IT assets via training, patching of software and operating systems

  
  


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  Performs discovery, research and pricing different vendor products and solutions to solve technical issues

  
  


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  Maintains hardware and software inventories of all IT assets as assigned

  
  

OH-TECH, the technology and information division of the ODHE, provides high-tech solutions for Ohio's higher education institutions to catalyze innovation in the modern knowledge economy. The consortium functions as an umbrella organization for Ohio's statewide technology infrastructure organizations: the Ohio Academic Resources Network (OARnet), the Ohio Supercomputer Center (OSC) and the Ohio Library and Information Network (OhioLINK). OH-TECH is a welcoming and inclusive environment.

Because The Ohio State University serves as OH-TECH's fiscal and legal agent, OH-TECH staff enjoy the same benefits as other Ohio State employees, including participation in the Ohio Public Employees Retirement System (OPERS), the Ohio State Health Plan, employee wellness and work-life balance programs, educational benefits, discount programs and more.

Required Education/Experience:

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  Bachelor's level degree preferably in computer/information science or an equivalent combination of education and experience

  
  


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  Experience with advanced messaging systems such as MS Outlook and Teams

  
  


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  2 years of professional experience troubleshooting/researching a wide variety of IT issues, and apply IT knowledge to solve IT issues

  
  

Desired Education/Experience:

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  Office 365 administration

  
  


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  Knowledge of system admin

  
  


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  Experience with supporting mobile communications platforms such as tablets and smart phones

  
  


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  Experience supporting Cisco/WebEx conferencing endpoints

  
  


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  Experience supporting VoIP solutions

  
  


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  Proven ability to document and implement repeatable process

  
  


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  Experience with end user computer systems admin

  
  


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  In-depth knowledge of Microsoft and Macintosh operation systems

  
  


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  Experience working in a direct support role with emphasis on customer service and satisfaction

  
  


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  Experience using or knowledge of ITIL v3 and the ServiceNow platform

  
  


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  Working knowledge and familiarity to remotely image, administer and update operating systems and software installs utilizing Ivanti LANDesk, Neurons and JAMF

  
  


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  Working knowledge and familiarity with Trellix ePO (encryption/DLP)

  
  


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  Working knowledge and familiarity with CrowdStrike Falcon (Malware/antivirus)

  
  

Additional Information:

Function: Information Technology

Subfunction: IT Service Support

Career Band: Individual Contributor - Specialized

Career Level: S2

Location:Kinnear Rd, 1224 (0374)Position Type:RegularScheduled Hours:40
Shift:First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

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