Desktop Support Technician

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Job Title:

Desktop Support Technician

Department:

OHTECH Shared Infrastructure

The Desktop Support Technician supports end user client IT operations for the Ohio Technology Consortium (OH-TECH). This position reports to the IT User Services Manager within OH-TECH’s Shared Infrastructure unit.

The responsibilities of the Desktop Support Technician position include:

Provides direct technical support to end users and executive management staff

Provides endpoint and video conference technical assistance and training to OH-TECH staff, clients and partners

Supports Windows, Macintosh and mobile computing devices

Answers, evaluates and prioritizes incoming online service requests, phone, voicemail and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies

Investigates and resolves software and hardware problems of computer users, as assigned

Ensures security of organizational IT assets and data contained on the IT assets via training, patching of software and operating systems

Performs discovery, research and pricing different vendor products and solutions to solve technical issues

Maintains hardware and software inventories of all IT assets as assigned

OH-TECH, the technology and information division of the Ohio Department of Higher Education (ODHE), functions as an umbrella organization for Ohio’s statewide technology infrastructure organizations: OARnet, the Ohio Supercomputer Center (OSC) and OhioLINK (Ohio Library and Information Network). OH-TECH provides high-tech solutions for Ohio’s higher education institutions to catalyze innovation in the modern knowledge economy. OH-TECH is a welcoming and supportive work environment.

Because The Ohio State University serves as OH-TECH’s fiscal and legal agent, OH-TECH staff enjoy the same benefits as other Ohio State employees, including participation in the Ohio Public Employees Retirement System (OPERS), the Ohio State Health Plan, employee wellness and work-life balance programs, educational benefits, discount programs and more.

Required Education/Experience:

Bachelor’s degree, preferably in computer/information science or an equivalent combination of education and experience

Experience with advanced messaging systems such as MS Outlook and Teams

2 years of professional experience troubleshooting/researching a wide variety of IT issues, and applying IT knowledge to solve IT issues

Desired Education/Experience:

Office 365 administration

Knowledge of system admin

Experience with supporting mobile communications platforms such as tablets and smart phones

Experience supporting Cisco/WebEx conferencing endpoints

Experience supporting VoIP solutions

Proven ability to document and implement repeatable process

Experience with end user computer systems admin

In-depth knowledge of Microsoft and Macintosh operating systems

Experience working in a direct support role with emphasis on customer service and satisfaction

Experience using or knowledge of ITIL v3 and the ServiceNow platform

Working knowledge and familiarity to remotely image, administer and update operating systems and software installs utilizing Ivanti LANDesk, Neurons and JAMF

Working knowledge and familiarity with Trellix ePO (encryption/DLP)

Working knowledge and familiarity with CrowdStrike Falcon (Malware/antivirus)

Additional Information:

Function: Information Technology

Subfunction: IT Service Support

Career Band: Individual Contributor - Specialized

Career Level: S2

Location:

Kinnear Rd, 1224 (0374)

Position Type:

Regular

Scheduled Hours:

40

Shift:First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.

The university is an equal opportunity employer, including veterans and disability.

As required by Ohio Revised Code section 3345.0216, Ohio State will: educate students by means of free, open and rigorous intellectual inquiry to seek the truth; equip students with the opportunity to develop intellectual skills to reach their own, informed conclusions; not require, favor, disfavor or prohibit speech or lawful assembly; create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth and tolerates differences in opinion; treat all faculty, staff and students as individuals, hold them to equal standards and provide equality of opportunity with regard to race, ethnicity, religion, sex, sexual orientation, gender identity or gender expression.

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