IT Support Technician I – HigherEdJobs

Who We Are

At Gonzaga we don’t just state our mission. We live it every day as a Catholic, Jesuit, and humanistic University. It is the reason we exist and the foundation for our purpose: educating students for lives of leadership and service. From students to faculty and staff members, everyone here knows what we stand for – and they know how valuable our mission is to the success of our institution.

Our diverse selection of benefits is part of Gonzaga’s commitment to care for and meet the needs of our employees and their families. The University provides full-time employees in their first year: a PPO Medical plan administered by Premera Blue Cross, employer-paid dental programs through Delta Dental, vision coverage through VSP, employer-paid Life Insurance, and optional employee-paid Life Insurance through Lincoln Financial, TIAA 403(b) Retirement plan including free onsite financial planning and advising, Employee Assistance Program through Supportlinc, Zagfit Wellness program with access to GU’s onsite fitness center and Spokane Transit Authority (STA) bus passes. Additionally, full-time (40 hours per week) staff employees accrue 4 hours of sick time per pay period (pro-rated for less than 40 hours/week), vacation time starting at 5 hours per pay period (pro-rated for less than 40 hours/week) and 17 paid holidays. Additional benefits such as Long Term Disability and Tuition Waivers are available after the first year of employment.

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Posting Number: S2183P

Department: School of Law

Work Schedule

Monday – Thursday noon – 4; Friday noon – 3. Schedule is flexible. Some pre-scheduled evenings and weekends infrequently.
Schedule has some flexibility to work with the needs of the candidate.

Employment Status: Regular

Hours per Week: 19.5 hours per week

Months per Year: 12

Job Purpose

The IT Support Center Technician I position provides the GU Law School community with an additional point of contact for the resolution of technology-related problems. This assistance includes problem definition, troubleshooting and working toward a solution either by telephone or email support to the Law School IT Support Staff or by the generation of an incident to dispatch appropriate technical staff into the field. Field responsibilities include the installation, configuration and maintenance of desktop computers used by faculty and staff as well as resolving problems with hardware, software and network connectivity.

Target Salary (Annualized 12 months, 40 hours/week)
47840

Minimum Salary (Annualized 12 months, 40 hours/week)
45072

Salary Midpoint (Annualized 12 months, 40 hours/week)
53026

Maximum Salary (Annualized 12 months, 40 hours/week)
60980

Essential Function Category Title
IT Technical support for employees, students, classroom AV, and events

% of time for section
75%

Function Details

• Assist users with password and connectivity problems on all services including Windows OS, Mac OS X, Citrix, Banner (ERP system), Email, Blackboard, and mobile devices.
• Assist users with installation, configuration, utilization, upgrade and resolution of problems related to operating system, utility, database, word processing, spreadsheet, email, web browsers, and similar software.
• Assist users with network access. This support also includes remote access to campus network services.
• Perform routine maintenance and upgrades on supported equipment and software packages. Generate and prioritize incidents for all work with reporting tool. Appropriately route incidents to main campus IT personnel as needed.
• Ensure all supported devices are at the latest approved security patch and/or OS version levels.

Essential Function Category Title
Support install, reconfiguration, and decommissioning of computers and AV equipment

% of time for section
25%

Function Details

• Perform field visits for hardware installs and equipment moves
• Assist users with the installation and moving of all forms of computer hardware and associated peripherals.
• Transportation of equipment to service/repair location.
• Perform decommissioning and secure data removal of all IT managed computers and properly discard of old and obsolete equipment and hardware.

Other Functions

• Maintain and advance level of proficiency through professional development and technical publications and journals, attending seminars, and participating in training opportunities.
• Provide assistance to other departmental technicians as requested.
• Professional receive general IT-related requests and research solutions as needed.

University Work Values

Promoting Excellence in Academic Endeavors and Professional Practice
* Fostering intellectual depth, competence, reflection, and creativity in pursuing exemplary, rather than satisfactory, outcomes

Sharing Responsibility for Mission Identity and Leadership
* Making a personal commitment to learn about Gonzaga’s mission, discovering ways to contribute individually and collaboratively to our distinctive learning and research community

Affirming a Commitment to Human Dignity
* Engaging one another with profound respect, professionalism, and cura personalis while supporting one another’s continued learning, development, and maximizing of potential

Advancing a Culture of Inclusiveness
* Developing cultural fluencies and global awarenesses, and practicing habits that enable us to value, recruit, and support community members from historically underrepresented backgrounds

Caring for Our Common Home and Integral Ecology
* Growing ecological awareness of and respect for the interconnectedness of human and non-human life, and the need to develop and practice habits that are mutually beneficial to all life

Cultivating Individual and Community Accountability
* Demonstrating mutual commitment to our shared project by holding ourselves and others responsible for actions, expecting appropriate behavior, and aligning activities with ethical and professional standards

Degree Required
Vocational, Associates, Technical Degree

Certifications and/or Licensures required

none

Knowledge Required
Early career, knowledge may be from education and/or some experience

Years Experience Required
1-2.99 years

Minimum Qualifications

• Two years experience in installation, configuration and troubleshooting of desktop computers, as well as peripheral computer equipment in an enterprise environment.
• Experience in supporting Windows OS and Mac OS in an enterprise environment.
• Experience installing, configuring and supporting Microsoft Office Professional and Microsoft Outlook in an enterprise environment.
• Experience supporting computers operating in an enterprise network environment.
• Excellent verbal and written communication skills.
• Excellent customer service attitude and ability to work in a team environment.
• Ability to work effectively with diverse groups of people, including students, staff and faculty
• Ability to handle simultaneous tasks while working in a fast-paced environment.

Desired Qualifications

• Bachelors Degree in Computer Science, MIS, or related field.
• Experience in an institution of higher learning environment.
• Experience providing centralized telephone-based technical support to end-users.
• Experience in troubleshooting network connectivity issues in an enterprise environment.

Physical / Environmental Qualifications

• Remain in stationary position 70% of the time
• Ability to lift 15 pounds regularly / 75 pounds occasionally – usually lifting to waist level, some occasional overhead lifting.
• Mobility for installation of personal computers and peripheral equipment, including working underneath and around desks, PC’s and other office equipment and furniture campus wide.
• Bend, stoop, kneel, stretch and reach
• Wrist and hand movements related to computer work
• Ability to be mobile campus wide for appropriate business needs.

Open Date: 12/01/2023

Close Date: 12/15/2023

Open Until Filled: No

Application Review Begins On: 12/15/2023

EEO Statement

Gonzaga University is a Jesuit, Catholic, humanistic institution, and is therefore interested in candidates who will contribute to its distinctive mission. Gonzaga University is a committed EEO/AA employer and diversity candidates are encouraged to apply. All qualified applicants will receive consideration for employment without regard to their disability status and/or protected veteran status. Applicants with disabilities needing reasonable accommodations to complete the application or hiring process should contact Human Resources (509) 313-5996.

Clery Statement

Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics

The safety of all members of the campus community is of vital concern to Gonzaga University. Information regarding crime prevention advice, the law enforcement authority of Campus Security, policies concerning the reporting of any crimes which occurred on the campus (and other specified locations), other security and safety-related policies, as well as the crime statistics for the most recent 3-year period may be found in the Campus Safety and Security Guide and Annual Fire Safety Report. The Gonzaga-In-Florence Safety & Security Guide is also available.

A copy of the report can be found online at www.Gonzaga.edu/Clery. A paper copy of the Campus Safety & Security Guide and Annual Fire Safety Report or the Gonzaga-In-Florence Safety & Security Guide may be obtained by contacting the Student Development Office on main campus, College Hall 120. The Florence Guide may also be obtained on the Florence campus in room 105.