IT Support Technician 2

Job Description
1.  Manages a client department’s complete desktop computing environment. 2.  Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs. 3.  Maintains computer software by proactive site visits and keeping an inventory of installed operating systems and application software to ensure all versions are up-to-date.  4.  Maintains computer hardware and peripherals by keeping an inventory of installed devices, recommending replacements according to guidelines and interacting with vendors in the acquisition of computer products.   5.  Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network. 6.  Responds to emergency and routine calls that come in for computer assistance in support of core services such as email, scheduling and backup systems, as well as client department specific applications. Documents all reported problems. 7.  Supports clients in the use of their desktop equipment by training users. 8.  Works with others to ensure smooth integration of network and software products. 9.  Analyzes, recommends, and implements work-group computing solutions to meet client department’s needs. 10. Trains other support technicians. 11. Completes and documents technical projects such as the testing of hardware and software products. 12. May perform other duties as assigned.

Required Education and Experience
Eight years of related experience, six of them in the same job family at the next lower level and a high school level education, or six  years of related experience and a Associates degree; or two years of related work experience and a Bachelor's degree or an equivalent combination of education and related experience.

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. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Position Focus:
This role will provide technical user support for a moderately complex computing environment. Serves as generalist responsible for providing broad range of user support services, network, training, and computer desktop support and services to a department.  Administers user and group accounts. Documents assigned systems and relevant procedures. Performs routine backup of systems and data files, performs restores as requested. Keeps abreast of current technologies. Provides computer support, escalating more complex problems to senior technical staff. Tests hardware, software, and operating systems. 

Posting Disclaimer
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.

University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Required Skill/Ability 1:
Advanced proficiency with Mac OS and Windows OS.  Demonstrated knowledge of at least one coding language.

Required Skill/Ability 2:
Advanced proficiency and support of standard application packages: Microsoft Office 365.

Required Skill/Ability 3:
Advanced proficiency and support of Apple and PC hardware and iOS devices for troubleshooting and repairing miscellaneous hardware problems.

Required Skill/Ability 4:
Strong communication and interpersonal skills. Ability to work independently and in a team. Excellent attention to detail.