IT Support Technician

IT Support Technician

The IT Support Technician delivers comprehensive technical support and operational services to faculty, staff, students, and authorized affiliates across Webster University. As a member of the Infrastructure & Operations team, this role is responsible for providing end-user support, managing service desk operations, supporting classroom and audiovisual technologies, and assisting with IT asset management. The position plays a key role in ensuring the University's technology environment remains reliable, secure, and efficient.

The IT Support Technician installs, configures, maintains, troubleshoots, and supports University-owned hardware, software, classroom technology, multimedia systems, and other IT-supported equipment while providing exceptional customer service through multiple service channels. This position also collaborates with Information Technology teams, campus departments, vendors, and student employees to support hardware and software deployments, asset lifecycle management, classroom instruction, IT-supported events, documentation, knowledge management, operational projects, and strategic technology initiatives across Webster University locations. Position-specific goals and objectives are established annually and align with the mission, vision, and strategic goals of Information Technology and Webster University.

Essential Duties and Responsibilities*

• Respond to incidents, service requests, and technical support inquiries in accordance with established service level agreements (SLAs).
• Install, configure, maintain, troubleshoot, and support University-owned hardware, software, operating systems, mobile devices, printers, peripherals, and related technologies.
• Provide technical support through in-person, remote, telephone, email, and virtual support channels. This includes providing strong follow-up and claim ownership.
• Document, update, and maintain accurate records of incidents, service requests, assets, and work performed within the university's IT service management (ITSM) system.
• Diagnose and resolve hardware, software, network connectivity, account access, and other end-user technology issues, escalating requests when appropriate.
• Perform routine system maintenance, updates, equipment checks, and technology evaluations to ensure reliable service delivery.

Classroom, AV, and Event Technology Support

• Provide technical support for classrooms, laboratories, conference rooms, and IT-supported events across Webster University locations.
• Install, configure, maintain, troubleshoot, and support audiovisual equipment including projectors, displays, microphones, speakers, cameras, control systems, and collaboration technologies.
• Support classroom instruction, webinars, hybrid meetings, livestreams, and other multimedia initiatives.
• Perform routine classroom technology inspections and coordinate equipment repairs, maintenance, and vendor service as needed.
• Assist with multimedia documentation, user training, and technology best practices.

IT Asset Management & Technology

• Maintain accurate inventory records for university-owned technology assets using approved asset management and IT service management systems.
• Assist with hardware and software deployments, technology refresh initiatives, lifecycle replacement, asset audits, inventory reconciliation, and equipment retirement following policies and procedures.
• Support software implementation, asset tracking, procurement coordination, receiving, staging, tagging, deployment, surplus processing, and inventory reporting.
• Ensure asset records, inventory documentation, and related systems remain accurate, complete, and current.

Secondary Duties and Responsibilities*

• Participate in technology projects, campus deployments, operational initiatives, and continuous service improvement efforts.
• Collaborate with Information Technology teams, campus departments, vendors, and student employees to support daily operations and strategic technology initiatives.
• Develop and maintain technical documentation, knowledge base articles, procedures, and operational resources.
• Participate in professional development activities such as remaining current with emerging technologies, industry best practices, and departmental training opportunities.
• Perform other duties as assigned.

This position is generally scheduled to work Monday through Friday between 7:00 a.m. and 6:00 p.m. Regular, in-person attendance on Webster's campus is an essential function and physical requirement of the job.

• Work schedules are based on departmental and operational needs and may vary to support University operations.
• Occasional evening and weekend hours may be required to support classroom technology, IT-supported events, system implementations, maintenance activities, emergency response, and other operational requirements.

This position is eligible for the University's Onsite Flex Work program in accordance with university policy and departmental operational requirements. Participation is based on job responsibilities, operational needs, and supervisory approval.

*Any one position may not include all of the duties listed, nor do the examples necessarily include all of the duties performed.

Functional Skills

• Can perform excellent written, verbal, and interpersonal communication skills, including but not limited to; Teams, phone, email, in person, and the ticket management system.
• Demonstrates strong ticket management and communication skills by thoroughly documenting troubleshooting steps, actions taken, findings, and resolutions to ensure accurate case tracking, knowledge sharing, and seamless issue handoff when needed.
• Demonstrated commitment to providing exceptional customer service with professionalism, patience, and a customer-focused approach.
• Strong organizational, time management, and prioritization skills with the ability to manage multiple tasks and meet established deadlines.
• Ability to analyze problems, exercise sound judgment, and independently resolve technical issues while recognizing when escalation is appropriate.
• Ability to collaborate effectively within a team environment while also working independently with minimal supervision.
• Ability to adapt to changing technologies, priorities, and operational needs in a fast-paced environment.
• Ability to develop and maintain technical documentation, procedures, and knowledge resources.
• Ability to maintain confidentiality and safeguard sensitive information while complying with university policies and applicable regulations (e.g., FERPA, HIPAA, Title IX, and security awareness requirements).

Technical Skills*

• Experience supporting Windows, MacOS, and mobile device operating systems.
• Knowledge of desktop, laptop, printer, peripheral, and audiovisual hardware installation, configuration, troubleshooting, and maintenance.
• Experience supporting classroom technology, conference room technology, multimedia systems, and collaboration platforms such as Microsoft Teams.
• Experience with endpoint management and device administration tools such as Microsoft Intune, JAMF, or similar platforms.
• Experience using IT service management and asset management systems to manage incidents, service requests, inventory, and technology assets.
• Knowledge of Microsoft 365 services, identity and access management, two-factor authentication, and basic account administration.
• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, wireless networking, VPN connectivity, and remote support technologies.
• Demonstrated troubleshooting and problem-solving skills across hardware, software, network, audiovisual, and endpoint technologies.
• Familiarity with software deployment, hardware lifecycle management, inventory control, and technology refresh processes.
• Understanding of cybersecurity best practices, endpoint security, phishing awareness, and data protection principles.

Requisite Experience*

• Associate degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and relevant work experience.
• Experience providing technical support in an end-user computing, service desk, desktop support, or information technology environment.
• Experience supporting Windows, MacOS, mobile devices, and common business applications.
• Experience using an IT service management system to manage incidents, service requests, and technology assets.
• Experience supporting classroom technology, audiovisual systems, or event technology is preferred.
• Experience with IT asset management, inventory control, hardware deployments, or lifecycle management is preferred.
• Experience working in a higher education or similarly complex customer-focused environment is preferred.