IT Support Technician 2, HSIT

Yale Health Sciences IT Technician

Working in Health Sciences IT, this role serves as a generalist responsible for a broad range of support and troubleshooting of hardware, software, computers, mobile devices, networks, AV systems, and other technologies. Assists with equipment recommendations, deployment, and overall equipment lifecycle, while adhering to university policies, standards, and procedures. Documents supported systems and relevant procedures. Maintains knowledge of current technologies and best practices.

Required Skills and Abilities:

• Excellent troubleshooting, critical thinking skills, and the ability to apply independent judgment to research and resolve issues.
• Ability and willingness to learn new skills as necessary to meet the evolving technology needs of the university.
• Advanced proficiency with Apple and Windows desktop and mobile operating systems, troubleshooting and resolving miscellaneous hardware, software, network, and AV problems. Advanced knowledge of standard software packages.
• Excellent communication, interpersonal skills, and attention to detail. Ability to communicate with a diverse user community using diplomacy and professionalism.
• Ability to work both independently and with a team.

Preferred Skills and Abilities:

• At least one certification from CompTIA, Microsoft, Apple, or ITIL preferred. Prior experience with ticket management systems, ITIL processes with incident management.

Principal Responsibilities:

• Manages a client department's complete desktop computing environment.
• Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs.
• 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.
• 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.
• Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network.
• 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.
• Supports clients in the use of their desktop equipment by training users.
• Works with others to ensure smooth integration of network and software products.
• Analyzes, recommends, and implements work-group computing solutions to meet client department's needs.
• Trains other support technicians.
• Completes and documents technical projects such as the testing of hardware and software products.
• 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.

Compensation Grade: Labor Grade E

Time Type: Full time

Duration Type: Staff

Work Model: On-site

Location: 400 West Campus Drive, Orange, Connecticut

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.

Health Requirements: Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer: The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.

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 position. Employees will be assigned specific job-related duties through their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy 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.

Yale University is a tobacco-free campus.