IT Support Technician
This position supports the School of Architecture’s pedagogical goals and operability of the School’s IT resources. Working in a fast-paced academic environment, provide technical support, troubleshooting, configuration, and installation. Provide level 1 support and diagnosis in the areas of robotics and digital fabrication, 3D digital capture, 3D printing, small and large reprographics, information management systems, and classroom technology.
- Respond to, assess, and solve technical issues for faculty, students, and staff.
- Support and maintain hardware and software for faculty, students, and staff including desktop and laptop computers.
- Provide level 1 support for discipline specific software applications (AutoCAD, Powermill, distributed computing management, Rhino, Maya, Maxwell, and Revit). In addition, provide level 1 support for Yale administrative and business applications.
- Work closely with IT Support Technician 2 staff to stay current on new workflows, policies, and procedures.
- Troubleshoot, coordinate, and escalate problems with other ITS units on issues related to networking, security, hardware, software, operating systems, and applications.
- Author customized internal and external documentation and publish to the Web. Assist with presentations, demonstrations, or workshops for equipment and processes.
- Participate in weekly status/planning meetings with IT staff.
- Perform accounting tasks such as charging and crediting accounts and ensure related policies and procedures are followed.
- Process equipment rentals and ensure related policies and procedures are followed.
- Communicate with users on best practices on the use of equipment, resources, and technology.
- Perform other duties as assigned.
Please note that the responsibilities listed below in the "essential duties" section may or may not be pertinent to this position.
- Serves as subject matter expert in digital technology, including but not limited to, computers, networks, operating systems, printers, IT security, projectors; servers, and cellular and desk phones.
- Provides support, consultation, and assistance to end-users. Troubleshoots digital technology problems. Serves a co-queue manager for trouble ticketing system. Responds to emergency and routine calls.
- Evaluates and tests user applications, systems, and other digital technology. Provides recommendations for, and implements, systems, equipment and technology.
- Establishes, maintains, and manages user access accounts. Assists employees with on and off-boarding.
- Manages relationships and service contracts with other University departments, outside vendors and consultants. Purchases equipment and supplies.
- Maintains a multi-year plan for the acquisition and implementation of digital technology; maintains inventory of digital technology.
- Participates in development and oversight of department budget. Participates in long-term strategic planning.
- Participates in the development or recommendation of training courses for users. Creates training documentation.
- Ensures compliance with University required security and information technology policies and procedures.
- Hires and supervises student workers.
- May teach in area(s) of expertise.
- May perform other duties as assigned.
Required Education and Experience
Six years of related experience, four of them in the same job family at the next lower level and a high school-level education; or four years of related experience and an Associate degree; or little or no work experience and a Bachelor’s degree; or an equivalent combination of experience and education.
Required Skill/Ability 1:
Intermediate knowledge of Windows Desktop operating systems and a working knowledge of Mac OS and other Unix/Linux operating systems. Intermediate knowledge of email protocols: IMAP, Exchange, POP3.
Required Skill/Ability 2:
Demonstrated background working in an academic and/or research environment. Prior proficiency with the installation, configuration, and troubleshooting of fabrication, rapid prototyping, small and large reprographics, audio-visual classroom equipment and systems.
Required Skill/Ability 3:
Proficiency with discipline specific applications such as AutoCAD, Powermill, Rhino, Maya, Maxwell, and Revit. Proficiency in client and server network distributed computing technology.
Intermediate networking knowledge of Active directory, Ethernet networks, IP, and wireless network configurations.
Required Skill/Ability 4:
Ability to understand and articulate program policies and guidelines. Ability to work in a collaborative environment with IT professionals. Ability to easily interact with students, faculty, and staff.
Required Skill/Ability 5:
Excellent communications and interpersonal skills. Strong organizational skills and attention to detail.
Preferred Education, Experience and Skills:
Prior experience working with the School of Architecture.
Ability to lift up to 50 lbs. Ability to walk up stairs.
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
Affirmative Action Statement:
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: firstname.lastname@example.org.
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