IT Support Technician II

Overview

Saint Joseph's College of Maine is hiring for the full-time position of IT Support Technician II.

• Supports the department of Information Technology by acting as the main liaison for student and faculty inquiries, delivering high-quality technical support and customer service.
• Assists the Help Desk and IT Department with daily operational needs and supports organizational IT requirements.
• Effectively supports desktop application software and maintains/troubleshoots desktop hardware.
• Assists AV Coordinator with set-up for events when appropriate/applicable.
• Uses IT Department tools such as ticketing systems, remote access, in-person support, and knowledge base repository to address inquiries.
• Addresses connectivity issues (WiFi, VPN, remote access).
• Assists with classroom information technology needs, such as but not limited to projectors and smartboards.
• Serves as a technical escalation point for Help Desk.
• Creates, modifies, and deactivates accounts; manages permissions and passwords.
• Maintains technical documentation, user guides, and internal knowledge resources.
• Assists with prioritizing and resolving tickets in a tracking system, ensuring high standard service level agreements are met.
• Supports the administration of online productivity and collaboration tools.
• Installs, configures, maintains laptops, desktops, and other end user devices.
• Monitors and administers Google Workspace/O365; assists with maintaining campus hardware inventory.
• Participates in evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
• Participates in research and development initiatives and provides assistance in implementation of new technologies.
• Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
• Ensures effective network connectivity to devices and provides essential knowledge regarding network connectivity troubleshooting.
• Follows guidelines regarding best practices for cybersecurity as well as physical security.

• Minimum:
  Associate degree in Information Technology or a related field.
• Preferred:
  Certifications such as CompTIA A+, Microsoft Certified:
  Modern Desktop Administrator, or ITIL Foundation are a plus.
• Preferred: A combination of at least 3 years of experience and education in IT support with a focus on desktop support and troubleshooting.
• Knowledge of: ticketing systems, RATs, RMM, Active Directory/LDAP, TCP/IP, DNS, DHCP, and other networking protocols.
• Strong interpersonal and communication skills; ability to work in a fast-paced environment.
• Demonstrates initiative, accountability, problem-solving, teamwork, and confidentiality.
• Ability to maintain confidentiality and discretion.

• Full-time, 40-hour per week position.
• General office hours are Monday to Friday, 8:00 AM – 4:30 PM.
• This job is 100% onsite at the Standish, Maine campus.
• Must be available to attend on-site meetings and training, and to work during peak periods. This may include evenings and occasional weekend hours in the event of infrastructure outages.