IT Support Technician

Job Description

Job Description

IT Support Technician

COMPENSATION & BENEFITS

Expected Pay Range: $22.00 - $24.00 / hour
(Pay rate is commensurate with experience and qualifications.)

Benefits & Perks:

RMU offers a comprehensive benefits and perks package, which includes:

• Four weeks of paid holidays in addition to accrued paid time off
• Comprehensive medical, dental, and vision coverage
• Employer‑matched HSA and 401(k) with immediate vesting
• Life and disability insurance
• Tuition discounts, tuition reimbursement, and professional development funding
• Mental health counseling and wellness resources
• Financial wellness coaching and retirement planning support

WORK ENVIRONMENT & SCHEDULE

Work Modality: On-site

Location: IT Office, Rocky Mountain University campus (1800 S Novell Pl, Provo UT 84606)

Schedule: Full-time, 40 hours per week

Occasional evening or weekend support may be required for events, classes, and campus activities.

Must be able to lift and move equipment weighing up to 50 pounds.

ABOUT THE ROLE

The IT Support Technician serves as the front-line technology support resource for Rocky Mountain University. This position provides technical assistance to faculty, staff, and students by resolving technology issues, supporting classrooms and events, managing user access, and maintaining endpoint devices. The role also assists with IT projects and contributes to the reliability, security, and effectiveness of university technology services

WHY THIS ROLE MATTERS

Technology enables every aspect of the university's academic and operational mission. As a primary point of contact for technology support, the IT Support Technician impacts every department, program, employee, and student across the institution. This role helps ensure reliable access to learning platforms, communication tools, classroom technology, and critical business systems that support teaching, learning, and university operations.

WHAT YOU WILL DO

Incident & Service Request Resolution

• Diagnose and resolve hardware, software, account, and connectivity issues submitted through the IT service management system.
• Meet established service level agreement (SLA) response and resolution targets.
• Escalate complex issues to appropriate technical resources when necessary.

Account & Access Management

• Provision, modify, and deactivate user accounts and permissions in systems such as Google Workspace, Okta, and Microsoft Entra ID.
• Support onboarding, offboarding, and employee role changes while maintaining appropriate security controls.

Endpoint Deployment & Management

• Configure, image, deploy, and maintain computers and mobile devices.
• Apply software updates, patches, and security configurations using endpoint management tools.

Hardware & Peripheral Support

• Install, troubleshoot, maintain, and repair desktops, laptops, printers, and related equipment.
• Coordinate warranty service and vendor repairs when needed.

IT Asset & Inventory Management

• Track technology assets throughout their lifecycle.
• Maintain accurate inventory records to support audits, planning, and budgeting processes.

Documentation & Knowledge Management

• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Document ticket resolutions to support consistent service delivery.

End User Training & Communication

• Provide technology guidance and training to faculty, staff, and students.
• Promote cybersecurity awareness and communicate planned technology changes or outages.

Classroom & AV Support

• Support classroom technology, conference rooms, video conferencing systems, and campus events.
• Troubleshoot audiovisual equipment to minimize disruption to instruction and university activities

WHAT WE ARE LOOKING FOR

Education

• High school diploma or equivalent.

Experience

• No prior professional experience required.

Knowledge, Skills, and Abilities

• Knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft 365 and Google Workspace.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Knowledge of identity and access management concepts such as MFA, SSO, and role-based access.
• Ability to diagnose and resolve technical issues efficiently.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and work effectively in a fast-paced support environment.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to work collaboratively with students, faculty, staff, and technology team members.

Physical Requirements

• Frequent keyboard and computer use.
• Ability to lift and move equipment weighing up to 50 pounds.
• Ability to perform detailed visual inspection of devices and technology equipment.

PREFERRED QUALIFICATIONS

• CompTIA A+ certification.
• Microsoft Technology Associate (MTA), Microsoft Certified Professional (MCP), or similar certification.
• Previous help desk, customer support, or technical support experience.
• Experience with endpoint management platforms such as Intune, NinjaOne, or similar tools.
• Basic scripting or automation experience.
• Experience supporting AV or classroom technology environments

ABOUT ROCKY MOUNTAIN UNIVERSITY OF HEALTH PROFESSIONS

Rocky Mountain University of Health Professions (RMU) is a graduate‑level institution dedicated to advancing healthcare education, research, and service. The university prepares healthcare professionals through evidence‑based curricula, collaborative learning, and a commitment to ethical and inclusive practice.

RMU values innovation, service, and continuous improvement, supporting faculty and staff who contribute to a learning environment focused on student success and community impact.

EQUAL OPPORTUNITY & ACCOMMODATION

RMU is an equal opportunity employer and is committed to creating an inclusive and accessible workplace. We provide reasonable accommodations to qualified individuals with disabilities and comply with all applicable federal, state, and local laws.

Employment with the university is at‑will, unless otherwise provided by applicable state law.