IT Professional I

About the Role

The IT Professional I, under general direction, meets the IT needs of a unit where multifaceted expertise is required. Performs in specialty areas of systems, services, applications, and/or database management. Performs unit-level support in multiple technical fields.

Essential Duties and Tasks

• Resolution of Technical Problems
• Confers with other personnel to resolve problems involving procedural and technical matters.
• Provides assistance in resolving hardware and software problems in coordination with vendor technical support.
• Researches technical problems and recommends appropriate solutions.
• Provides centralized computer support for on-campus and regional locations supported by the department.
• Researches, recommends, and resolves a wide range of technical and procedural issues for customers.
• Provides resource estimates and progress reports.
• Works with departmental staff to understand and define goals and objectives related to departmental technology needs.
• Recommends improvements to increase efficiency and enhance departmental operations.
• Ensures work is accurate and complies with departmental or project quality standards.
• Workstation Support
• Installs, configures, maintains, and upgrades workstation hardware and software.
• Moves and relocates equipment as needed.
• Provides training and guidance to departmental student workers on workstation support procedures.
• Investigates, troubleshoots, and resolves workstation and network issues.
• Recommends workstation upgrades as needed.
• Recommends specifications for workstation, peripheral, and hardware purchases.
• Monitors and maintains system security.
• Estimates and Reports
• Provides resource estimates and progress reports.
• Compliance
• Ensures work is accurate and complies with departmental or project quality standards.
• Ensures compliance with applicable policies, rules, and procedures.
• Data Security
• Ensures the security of customer data and applications throughout all phases of production.
• Professional Development
• Participates in training and professional development activities.
• Departmental Support
• Participates in committees to develop technical standards and provide direction.
• Meets with customers and technical staff to determine information technology needs and requirements.
• Provides input for planning and budgeting processes.
• Performs other duties as assigned.

Requirements & Tech Stack

• Education: Bachelor's degree or equivalent combination of education and experience.
• Experience: Four months (1 semester) of student worker and/or customer service experience.
• Skills:
• Ability to multitask and work cooperatively with others.
• Must be able to work in a collaborative team environment.
• Strong interpersonal skills.
• Customer service experience.
• Experience configuring, administering, and/or troubleshooting.
• Physical Requirements: Ability to lift and/or move medium weight objects.
• Other Requirements:
• Ability to maintain the security and integrity of critical infrastructure.
• This position is security sensitive.
• May be required to provide on-call support on nights and weekends as needed.
• May require working outside of standard office hours, including evenings, weekends, and holidays.

Preferred Qualifications

• Knowledge of Project Management fundamentals and ITIL fundamentals.
• Cross-disciplined IT skills.
• Advanced IT skills.
• Report writing skills.
• Intermediate troubleshooting.
• Client relations.