Job Description

Department Summary
The Department of Information Technology Services (ITS) provides computing and telecommunications resources for the Oregon Tech campuses. ITS strives to offer the comprehensive and advanced technologies necessary to meet educational needs and to help facilitate instruction and research.

For additional information regarding the Department of ITS, please visit: https://www.oit.edu/technology-services
Position Summary
This position provides application, hardware, and classroom/AV technology support for students, faculty, staff, and administration. It engages in evaluation of new technology and the planning, testing, training, and implementation necessary for successful organizational adoption. This position serves as a collaborative participant in Information Technology Services (ITS) technology decisions regarding end-user applications. This position is highly self-directed and relies heavily on the judgment necessary for independent decision making with critical attention to the customer relationship.
Minimum Requirements
This classification requires a basic foundation of knowledge and skills of technology and information systems generally obtained through an AA degree in computer science, information systems, educational technology, communications, or related fields, or similar certified course work in applicable fields of study and at least one year of related work experience.

For examples of typical skills for each core function, please visit https://hr.oregonstate.edu/classified-classification-specification/information-technology-consultant
Additional Requirements
Proven experience providing high-quality customer service as a service desk technician, addressing tier 1 and tier 2 service requests, including account security, endpoint protection, and technology-related security concerns.
Working knowledge of office automation products, device and application security, system and networking issues as they apply to the user experience.
Broad understanding of computer systems, mobile devices, classroom technology, and other technical products.
Ability to diagnose and resolve moderately complex (tier 2) technical issues that span multiple service areas, applications, or user communities.
Exercise judgment necessary to escalate tier 3, business critical, security related, or sensitive tickets to the appropriate resource.
Ability to effectively and respectfully work, communicate, and collaborate in diverse, multicultural, and inclusive settings.
Excellent oral and written communication; high degree of competency in communicating technical and cybersecurity concepts to non-technical individuals.
Possess the level of professionalism necessary to serve all levels of the University.
Ability to evaluate the efficacy of service desk processes and propose improvements.
Ability to move objects weighing up to 50 pounds.
Preferred Qualifications
A passion for IT and for providing customer service in a way that builds strong relationships and garners support and respect for university processes and assets.
Enjoys a fast-paced work environment, able to move with agility between tasks, willing to train and mentor, and displays the confidence to engage as an influencer within ITS and with customers.
Is self-directed and takes initiative both as an individual contributor and ITS team member.
Provide training and mentoring for student workers with ease.
Maintains a positive and proactive attitude toward work, customers, and the University as a whole.
Displays integrity and accountability.
Excellent problem-solving skills.
Manage time effectively to maximize outcomes and meet deadlines.