Job Title: Technology Support Technician

Classification: Professional

Division: Academic Affairs

Department: Information Technology

Reports To: Manager, Technology Service Delivery

FLSA Status: Salaried, Exempt

Job Type: Regular Full-Time/12 months

Location: Lincoln University, PA (near Oxford, PA)

Campus: Main Campus

JOB SUMMARY:

Utilizes impeccable problem solving and customer service skills to trouble shoot and resolve campus wide technology issues with an all-encompassing knowledge of PC and MAC devices, Windows 7, Windows 10, Mac OS and MAC iOS devices and more.

ESSENTIAL DUTIES & RESPONSIBILITIES:

* Respond to walk-in, e-mail, telephone inquiries and Help Desk tickets with an exceptional level of customer service.

* Provide second-tier computing support to the campus and extended services.

* Provide support for classroom technology including but not limited to projectors, SMARTBoards, Cleartouch and more.

* Develop, document, and maintain documentation of daily workflow procedures.

* Maintain support knowledge base, including help docs and FAQs.

* Propose policy changes to the Technology Support Center Manager as necessary.

* May participate or assign staff to participate in the evaluation and implementation of new products and services.

* Monitor, review, and report to the Technology Support Center Manager on computing support trends.

* Maintain proficiency in field by remaining knowledgeable and up-to-date with computing technologies.

* Work hand-in-hand with support staff to improve Technology Support Center service levels and proactively improve the University's desktop computing environment.

* Assist the Technology Support Manager with duties as necessary.

* Perform other related duties incidental to the work described herein.

ADDITIONAL DUTIES

MINIMUM QUALIFICATIONS

* Associates degree with focus in technology or related industry required

* Experience and knowledge of audio/visual technology a plus

* Possess a minimum of 1 year experience as a technician in an internal or external desktop computing support environment.

* Demonstrate functional knowledge of applicable network technologies.

* Demonstrate good interpersonal communication skills, including written and verbal communications.

* Demonstrate excellent customer service skills.

* Demonstrate knowledge of applicable desktop computing technologies, including desktop operating systems.

* Demonstrate knowledge of desktop business applications.

* Possess a minimum of 2 years experience with desktop support systems.

* Possess a minimum of 4 years experience in customer service

PREFERRED QUALIFICATIONS

Bachelor's degree preferred.

WORKING CONDITIONS:

Work is primarily performed in a university campus environment and requires a flexible scheduling including evening and weekend work. Travel for administrative work is expected. The employee is subject to inside environmental conditions; protection from weather changes, but not necessarily temperature conditions.

PHYSICAL DEMANDS:

Moderate lifting up to 20 pounds as frequently as needed to move objects; dexterity to write and manipulate computer keyboard and mouse; ability to hear and speak clearly; and body mobility to stoop, kneel, and bend and reach.

DISCLAIMER:

The incumbent must perform the essential duties and responsibilities with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and /or skills required. This job description is not an employment agreement and /or an expressed or implied contract. Management has the right to alter this job description at any time without notice.

Lincoln University values diversity and seeks talented faculty, staff, and students from diverse backgrounds. Lincoln University does not discriminate on the basis of race, color, sex, sexual orientation, gender identity or expression, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status or any other legally protected class status in the administration of its employment practices, admissions, financial aid, educational or athletic programs, or other University-administered programs.