IT Support Technician

Job Overview Southern California University of Health Sciences (SCUHS) is a busy, walk-in environment. Faculty are between classes. Students are between exams. Staff are trying to get through their day. When a laptop won’t connect, a printer won’t print, or a password won’t reset, the difference between a five‑minute interruption and a half‑day disruption is whether someone friendly and competent is available right then to help. That is why we need an IT Support Technician on the Whittier campus. Think of this role as the front porch of IT—the welcoming, capable presence that meets people where they are, fixes what can be fixed on the spot, and makes sure the rest gets to the right hands quickly. You are not an engineer or a network specialist, and you are not expected to be. You are the trusted first responder who solves the everyday problems—accounts, devices, peripherals, basic connectivity—and keeps everything else moving by knowing who to call and how to escalate cleanly. This is an on‑site, full‑time role. You will spend your day in person with students, faculty, and staff—walking the campus when needed, assisting at the help desk, and partnering with our wider IT and Facilities teams to make sure issues get resolved, not just logged. Success in this role looks like a campus where people don’t dread reaching out to IT, because they know who you are and they know you’ll help. Responsibilities Provide Walk‑Up and Hands‑On Support: greet and assist students, faculty, and staff who come to the help desk or stop by your work area with a technology question; triage what they’re bringing you, resolve what you can directly (password problems, printer setup, basic device questions, getting on the wifi), and explain what you’re doing so they leave knowing a little more than when they arrived. Fulfill Peripheral and Accessory Requests: issue and track keyboards, mice, headsets, webcams, cables, adapters, chargers, and similar items from on‑site stock; maintain a clean, organized inventory and let your supervisor know early when stock is running low so users never wait days for a $15 cable. Help People Get on the Network and Into Their Accounts: assist with WiFi setup on personal and university devices, resolve printer connectivity issues, and walk users through password resets, multi‑factor authentication enrollment, and standard access requests; route requests that require higher approval through the correct channel and follow up so the user isn’t left wondering what happened. Triage, Document, and Route Tickets: enter clear, well‑documented tickets in our IT service management system for issues you cannot resolve at the desk; the quality of your ticket determines how fast the right specialist can pick it up and finish the work, so the user gets a complete answer rather than a long round‑trip; route tickets to the correct team and let the user know who is now helping. Support Classrooms, Labs, and Shared Spaces: help faculty and staff with classroom technology basics—projectors, displays, room PCs, document cameras, and conferencing equipment; respond quickly to failures minutes before class and find a workable path forward; report facilities‑related issues such as a flickering light or a broken outlet to the right team. Be a Trusted Face of IT on Campus: maintain a visible presence on campus; treat people with patience and respect even when they are stressed or frustrated; admit when you don’t know an answer and find help promptly. Additional Duties Keep your work area, the help desk window, and any shared IT spaces clean, organized, and presentable—this is a public‑facing role on a healthcare campus where appearances matter. Contribute to building and maintaining IT knowledge base articles and quick‑reference guides so users can self‑help where appropriate, and so common fixes are consistent across the team. Education and Experience High school diploma or equivalent (GED) required. Associate’s degree in Information Technology, Computer Science, or a related field is a plus, as is industry‑recognized IT training (CompTIA A+ coursework, vendor‑specific training, or similar). Must have: 1+ years of customer‑facing experience in IT support, help desk, retail technology (Apple, Best Buy Geek Squad, Microsoft Store), or a comparable customer‑service environment where troubleshooting and patience were both required. Must have: Working familiarity with Windows 10/11 and Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive). Comfort using these as a daily user is the floor; basic troubleshooting experience is preferred. Must have: Strong verbal communication skills with a calm, friendly, service‑oriented disposition. You don’t lose patience with people who are stressed, confused, or repeating a question. Computer Skills Operating Systems: Windows 10/11 (primary). Working familiarity with macOS is a plus. Productivity Suite: Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive, SharePoint). Endpoint & Identity: Basic understanding of Active Directory / Microsoft Entra ID accounts, password resets, and multi‑factor authentication enrollment workflows. Hardware: Laptops, desktops, monitors, docking stations, printers, headsets, webcams, and standard peripherals. Networking Basics: Wi‑Fi setup on personal and university devices; ability to recognize and report connectivity issues, not architect networks. Ticketing & Documentation: Comfort using a ticketing/ITSM system (e.g., ServiceNow, Jira Service Management, Freshservice, or similar) to log, update, and route tickets clearly. Collaboration & Conferencing: Microsoft Teams, SharePoint, and the basic conferencing technology used in classrooms and meeting rooms. Professional Skills Analytical: synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data. Design: generates creative solutions; translates concepts and information into images; uses feedback to modify designs; applies design principles; demonstrates attention to detail. Problem Solving: identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem‑solving situations. Project Management: communicates changes and progress; completes projects on time and budget; manages project team activities. Technical Skills: assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Customer Service: manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; meets commitments. External Working Relationships: develops and maintains courteous and effective working relationships with clients, vendors and/or representatives of external organizations. Teamwork: balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed. Licenses and Certifications CompTIA A+, ITIL Foundation, or equivalent entry‑level IT certification is a plus but not required. Other Skills and Abilities 1–3 years of experience in a help desk, IT support, customer service, or technology retail environment. Patience and clear communication with non‑technical users; ability to explain technical issues without jargon or condescension. Strong organization and follow‑through; ability to track multiple open tickets and walk‑up requests without dropping any. Ability to recognize when an issue is beyond your scope and to escalate cleanly with a complete handoff—not a half‑finished ticket. Bilingual English/Spanish is a plus. Experience in higher education, healthcare, or another mission‑driven environment where users include both seasoned faculty and first‑generation college students is a plus. Comfort with the physical aspects of the role—moving equipment, kneeling under desks to plug in cables, and being on your feet for much of the workday. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, bend, kneel, reach with hands and arms, and use hands and fingers to handle cables, peripherals, and small components. The employee is regularly required to talk and hear in order to assist users in person, by phone, and over chat. This position involves spending much of the workday on your feet and moving between buildings, classrooms, offices, and IT support spaces on the Whittier campus. The role involves frequent lifting and moving of computer equipment, monitors, peripherals, and supplies up to 25 pounds, and occasional lifting up to 50 pounds (with assistance available for heavier items). Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. This position operates on the SCUHS Whittier campus in a mix of office, classroom, lab, and shared support areas. The role involves regular face‑to‑face interaction with students, faculty, staff, and visitors throughout the workday. The noise level is typically moderate, with periodic increases during class transitions, busy periods, and events. The employee will move regularly between buildings, classrooms, offices, and IT support spaces. This is not a remote‑eligible position. While performing the duties of this job, the employee is occasionally exposed to outside weather conditions when traveling between buildings on campus. #J-18808-Ljbffr