SW : IT User Support Technician

About the Department :

At Garrett Evangelical theological seminary, the Technology department is dedicated to providing comprehensive and innovative technology solutions to support the academic, administrative, and research needs of our faculty, staff, and students. With a commitment to excellence and a focus on customer service, our team strives to enhance the learning and working environment through the effective use of technology.

Department Summary :

Our mission is to empower the Garrett community by delivering reliable, secure, and user-friendly technology services that enable collaboration, creativity, and academic success. We aim to be responsive to the evolving needs of our stakeholders and to foster a culture of innovation and continuous improvement.

Job Summary :

The IT User Support Technician student worker position provides technical assistance and support to faculty, staff, and students in the effective use of technology resources and systems. Working under the supervision of the Technology services team, this position will respond to user inquiries, troubleshoot hardware and software issues, and provide basic training and guidance on technology-related matters. This role plays a critical role in ensuring the smooth operation of Technology services and enhancing the overall user experience within the Garrett community.

Responsibilities

• Consult with end users to identity functional specifications for computer, Laptop, and software needs.
• Under the general direction of Technology services management, the IT User Support Technician provides Tier 1 support, acting as the first level of contact for all IT issues. Provides technical support and advice to members of the Garrett community. Provides technical and customer support primarily via phone, live chat, walk-up, and email.
• Support includes email accounts, connectivity issues, PC / laptop, hardware, operating system problems, spyware / virus removal; as well as AV support for classrooms. Writes support documents for common problems and questions.
• Provide AV classroom support.
• Perform user Account Setup and Management.
• Perform user Account Audits.
• Perform onboarding / offboarding activities.
• Create technical documentation, including but not limited to process flows.
• Perform other related work as needed.