In this role, you’ll provide hands-on technology support to students, faculty, and staff while helping maintain reliable IT services across campus, including end-user support, systems troubleshooting, and audio/visual technology support for meetings, classes, and events.
This role exists to deliver exceptional customer and managed IT services at Caldwell University by supporting PC, Mac, server, LAN, software, end-user, and audio/visual technology needs while ensuring issues are resolved accurately, professionally, and in alignment with established processes.
What You’ll Do:
Communication & Professionalism
- Maintain excellent customer service and professional communication in all interactions — face to face, phone, email, and chat.
- Be accountable for seeing assigned cases and tasks through to completion by providing detailed documentation of troubleshooting steps taken for each support request.
- After completion, ensure user expectations are met and the issue is fully resolved.
- Ensure productivity metrics are achieved and standardized processes are followed.
- Ensure professional and courteous communication is maintained in all interactions.
- Adhere to and enforce company and client information security policies.
- Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.
Technical Support
- Maintain and support a mixed PC and Mac technology environment.
- Diagnose and repair telecom and networking infrastructure, partnering with the Network team for guidance.
- Partner with other ITSS staff and leadership to develop Standard Operating Procedures, FAQs, and maintain knowledgebase content.
- Support user accounts within Windows Active Directory, Microsoft 365, and Microsoft Exchange.
- Participate in and maintain real-time inventory controls of assets, including procurement, deployment, and decommissioning of equipment.
- Actively participate in departmental and client meetings.
- Be available in the event of outages and urgent needs, which may include after-hours support.
- Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security-related issues.
- When applicable, assist other teams such as the Personal Support Center, Network, and Server administration teams on additional duties as assigned.
Audio/Visual Support (Specialized Contribution)
- Serve as the campus resource for AV setup, operation, and troubleshooting for meetings, classes, and University events.
- Set up, operate, and retrieve audio/visual equipment including projectors, screens, audio mixers, microphones, cameras, and video conferencing systems.
- Schedule, launch, and troubleshoot web conferencing platforms (Microsoft Teams, Zoom, Webex, and others).
- Assist with AV-related inventory maintenance and support the implementation of new AV equipment or technologies as needed.
- Develop and maintain AV-related knowledgebase content and SOPs in partnership with ITSS staff and leadership.
