Job Listings

IT Technician 5 (Executive Support Analyst)

Case Western Reserve University / Posted May 10, 2022

Job ID 9973

POSITION OBJECTIVE

Work with a high degree of independence and under limited direction, the IT Technician 5 manages and supports information technology resources, services, and systems for the university’s C-Suite Executives, VIPs, and Leadership staff. This highly visible position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills. The position works alongside other analysts, technicians, and student employees providing high-quality technical services to a diverse set of departments. Although individual staff may develop specializations in the overall service portfolio, a level of cross-training is also expected. This position will demand a highly effective communicator, with superior organization and time management skills, driven, dependable and intrinsically motivated individual.

ESSENTIAL FUNCTIONS

• Responsible for technical service and support to university executives by independently managing any routine and complex situations. Research and troubleshoot end-user issues with computers, audio-visual equipment, printers, tablets, phones, software and operating systems. Record all work in a ticket tracking system. Create and utilize documentation for common issues. Provide ad-hoc training, where appropriate. Setup, deploy and maintain networked workstations, peripherals, and telephony in departmental offices and venues. This includes the delivery of various university department equipment, which has been or is in need of repair. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets. Update computer assets in Active Directory and inventory tracking system. Assist with the maintenance and operation of enterprise client/server and hosted systems operated or used by departments. Within the daily work, ensure the security and maintenance of departmental tools, equipment and service vehicles. (30%)
• Serve as a primary liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and collaborate with other technical experts in various areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology ([U]Tech) and other university areas, teams, and departments to help achieve business goals. Develop strategies to better understand clients and their needs so that [U]Tech can have the best interactions possible with them. Maintain frequent, clear communications and updates with clients and assist in finding solutions to situations that everyone can endorse. Work for win-win solutions, encourage open discussion, spot potential conflicts and de-escalate the situation, treat people and tense situations tactfully and professionally. Observe and analyze patterns in software, hardware, and network-related problems. Identify areas where the division can improve efficiencies and increase capabilities in client area. Report these to the appropriate [U]Tech service group. (20%)
• Research developments in information technology use in assigned areas to anticipate user needs. Implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively addresses issues. Act as a change catalyst. Communicate to those stakeholders affected by changes and address their questions, concerns and need for information. Stay informed about regular updates and new developments related to supported hardware and software systems. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (15%)
• Provide regular support, maintenance, and configuration of audio, video, digital signage, and other systems in event spaces, and conference rooms of Adelbert Hall. Document operations of these systems. Coordinate with vendors on upgrades and repairs. Coordinate the technical system set-ups for the Board of Trustees meetings. Provide technical support during these meetings, including evening and weekend sessions (quarterly). Consult with clients and staff about capabilities during the event planning process. Ensure the coordination of activities with other technical units, other university departments and external clients as required. (15%)
• Work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation, build a team identity and commitment. (10%)

NONESSENTIAL FUNCTIONS

• Assist in the coordination and determination of new equipment purchases. (2.5%)
• Serve on appropriate university committees. (2.5%)
• Participate in training programs as required. (2.5%)
• Perform other duties and responsibilities as assigned (2.5%)

CONTACTS

Department: Continuous contact with [U]Tech staff and student employees in support of client assistance regarding status and resolution of client issues.

University: Continuous contact with staff members that fall under the executive support umbrella, including the University President and Provost and their office staff. Moderate contact with other service departments including Facilities, as special projects warrant. Occasional contact with faculty, staff and guests of the university. Contact is generally to maintain information flow between [U]Tech and clients and to facilitate issue resolution.

External: Frequent contact with vendors, contractors, and partners to fulfill project or service initiatives.

Students: Regular contact with student employees and minimal contact student leaders, and as clients.

SUPERVISORY RESPONSIBILITY

This position will supervise and mentor departmental student workers.

QUALIFICATIONS

Experience/Education/Licensing: High school education and a minimum of 6 years of demonstrated experience in related technical field OR an Associate degree and 5 years of demonstrated experience in related technical field OR Bachelor's degree and 1 year of experience in related technical field. Experience providing technical support directly to C-Suite clients is preferred. Appropriate certifications are highly desirable. Certifications may be accepted in conjunction with experience. Valid Ohio driver’s license with a good driving record.

REQUIRED SKILLS

• Demonstrated skill in troubleshooting workstation hardware (desktop/laptop - Windows/Macintosh), software, printer, and mobile devices (phones/tablets).
• Extensive experience with Microsoft Windows, Apple MacOS, Android, iOS, Microsoft Office and Google Apps for Education applications.
• Understanding of endpoint management applications such as Microsoft Endpoint Configuration Manager (SCCM/MECM), Microsoft Endpoint Manager (Intune/MEM) and JAMF.
• Understanding of network technologies and ability to troubleshoot basic network connectivity issues on a variety of hardware devices.
• Experience with client/server and hosted enterprise applications.
• Strong customer service outlook and a desire to create an exceptional experience for staff, students and guests of the university by adapting to the given audience or situation and supporting the customer through to the resolution of the root cause of their issue. Ability to interact with colleagues, supervisors, and customers face to face or remotely.
• Ability to actively listen, responsive to verbal and non-verbal clues. Ability to empathize – listening and actually involving yourself in what the customer is telling you about their situation.
• Ability to respond to difficult, a stressful or sensitive interpersonal situation in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations which sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood. Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served.
• Ability to work independently, under general operational guidelines.
• Ability to work as part of a team, being able to play the roles of team leader and team player as required.
• Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control and accessibility of sensitive information.
• Demonstrate excellent analytical and problem solving capabilities with the ability to prioritize based on situation, deadlines and solution.
• Demonstrated creativity and flexibility in working on a diverse project portfolio with a variety of constituent groups in a fast-paced environment.
• Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises.
• Excellent verbal, non-verbal and written communication skills, negotiating abilities, the ability to present complex concepts in simplified terms within support and training settings, and conflict resolution skills.
• Consistently model high standards of honesty, openness, and respect for the individual.
• Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
• Ability to meet consistent attendance.

WORKING CONDITIONS

General office environment. The work environment is dynamic, distributed, and highly demanding of quality outcomes. Frequent travel between facilities in various weather conditions. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. The employee may be required to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies. Limited overtime may be required in emergency situations. Limited manual dexterity required. Work requires the ability to lift up to 50 pounds. Little or no exposure to hazards. The employee will drive a university vehicle while on the job.

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

Case Western Reserve University has implemented a COVID Vaccination policy requiring evidence of COVID-19 vaccination for all students, faculty and staff with an on-campus presence. Religious and medical exemptions may be provided in accordance with applicable federal and state laws. For more information go to: https://case.edu/equity/covid-19-accommodations. Applicants may contact the Office of Equity at 216-368-3066 /equity@case.edu for information regarding religious or medical exemptions as an accommodation.

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