The Support Technician I is responsible for customer-centric support of regionally grouped campuses by installing, maintaining, and troubleshooting IT equipment such as workstations, laptops, printers, phones, and basic network/server issues. They serve as the second-level IT support resource and collaborate with cross-functional teams to ensure smooth IT operations.

Pay Range: $57,000 - $76,000

What We Offer

Tuition Waiver: Enjoy a tuition waiver after 6 months of employment for you AND your immediate family offered at UTI and Concorde campuses
Paid Time Off: Competitive paid time off programs for employees (Vacation, Sick, Flexible)
Retirement Matching: 50% match on the first 6% of your contributions after 90 days
Paid Parental Leave: 4 weeks of paid leave for both birthing and non-birthing parents to bond with a new baby
Competitive Insurance: Health, vision, and dental coverage for you and your dependents
Pet Insurance: Competitive coverage for your furry family members through ASPCA
Health Plan Enrollment: Eligibility starts first of the month following completing one full month of employment

Responsibilities

Perform configuration and installation of end user workstations, laptops, printers to include all- in-one shared print devices, and phones
Perform remote and on-site analysis, diagnosis, and resolution of workstation, laptop, peripherals, phone, audio/visual equipment and basic network issues
Respond to incoming calls, emails, and escalations from the IT Service Desk, ensuring accurate ticket documentation and prompt, effective communication with customers
Act or lead on small to medium IT projects as assigned
Maintain all assigned campus inventory and documentation
Coordinate vendors and third-party support resources as needed
Proactively identify and solve problems
Coordinate and execute new hire onboarding processes, focusing on hardware deployment and IT education
Provide in-person campus support (as needed)
Other duties as assigned

Qualifications

Education / Experience

Bachelor’s degree in Information Technology or Computer Science or related field plus three (3) years of related IT experience (required)
Minimum three (3) years of related IT support experience (required)
Five (5) years of second-level support (preferred)
Experience in IT service management aligned with ITIL practices
Experience providing remote support

Skills

Strong communication, reasoning, and computer skills
Apply knowledge and skills to complete tasks with minimal supervision
Identify straightforward problems and recommend potential solutions
Communicate clearly and effectively with peers and stakeholders
Demonstrate active listening and empathy in interactions
Participate in presentations or facilitate small group discussions
Manage multiple tasks in a dynamic environment
Use productivity software and collaboration tools with confidence
Show initiative and accountability for assigned outcomes
Perform routine tasks and seek guidance for new situations
Make timely decisions that keep the organization moving forward
Apply effective and efficient processes with a focus on continuous improvement
Build open and comfortable relationships with diverse groups
Learn actively from both successes and failures while solving new problems

Abilities

Able and willing to:
- Communicate, think, learn, and reason
- Use computers and computer systems (including hardware and software) to process transactions, store documents, enter data, or perform assigned tasks
- Safely ambulate and/or maneuver when on-site at Company locations
- Demonstrate and utilize active listening, inductive reasoning, information ordering and category flexibility
Ability to use good judgment, problem-solving and decision-making skills
Ability to maintain confidentiality and manage sensitive information with discretion
Ability to work in a fast-paced environment where deadlines are essential and multiple projects are worked simultaneously
Ability to gain, understand and apply information and data as it relates essential functions of the position
Ability to foster long-term relationships with stakeholders
Ability to travel to worksite locations
Occasionally (up to 15% of workday)
- Use fine and large motor skills to operate a motor vehicle
- Use hearing and sight (both near and far vision) to operate a motor vehicle

Work Environment

Work is performed indoors in a climate-controlled environment when on site at assigned company location. Employees must be able to safely ambulate when on company premises
This position is designated as Remote. Employees must meet minimum technical standards for eligibility and participation
Overnight and/or Local travel required (up to 25%)

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IT Support Technician I