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%)
