Information Technology Support Technician (Hybrid)

Position Overview

The Part time IT Support Technician will be responsible for providing onsite and remote support to the University community. The IT Support Engineer’s responsibilities include reacting to support requests and working on IT projects and tasks. Support requests involve troubleshooting computer connectivity issues, access issues, and providing information on supported services, while IT projects may include data analysis, documentation, report creation, system configuration, and researching technology solutions.

Schedule: 5hrs/day, Monday through Saturday

Key Responsibilities

• Responsibilities: Troubleshoot issues and provide technical support by assisting with user account access and password resets, resolving connectivity problems with client-side networks, setting up software/hardware on mobile, laptop, or desktop devices, offering how-to guidance on software applications, and supporting general application inquiries.
• Responsibilities: Execute IT projects and tasks including documenting user how-to guides and maintaining an inventory of technology hardware/software, researching technology solutions to improve IT services, creating training materials for the MBKU community, gathering and analyzing data for reports or troubleshooting, and supporting broader IT initiatives.
• Responsibilities: Work within the IT ticketing system to create, prioritize, manage, and resolve tickets with minimal supervision while effectively communicating with end users.

Required Qualifications

• Requirements: Strong understanding and technical knowledge of PC and Apple operating systems and hardware.
• Requirements: Technical proficiency with Microsoft Desktop software (Windows 10/11, Office 365) and with Apple software (MacOS, iOS, Safari, Outlook/Office for Macs).
• Requirements: Good understanding of networking protocols and computer communications.
• Requirements: Experience working with SLA-based ticketing systems including ticket creation, escalation, resolution documentation, and effective communication.
• Requirements: Excellent written, oral, and interpersonal communication skills paired with strong customer service.
• Requirements: Highly self-motivated, self-directed, attentive to detail, and capable of effectively prioritizing tasks in a dynamic environment.
• Education: Required: High School degree or equivalent (GED).
• Experience Required: Minimum of 2+ years of experience in an IT support position within an organization of at least 200 employees.

Preferred Qualifications

• Education: Associate or higher degree is preferred.

Benefits & Perks

• Benefits: MBKU offers an excellent benefits package including medical, dental, and life insurance; free vision exams; short and long term disability; generous paid time off plans; and a university-sponsored retirement plan.