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Title: Support Technician II Department: Office of Information Technology (OIT) Location: Mitchell College – New London, CT
Position Summary The Support Technician II provides front-line technical support to faculty, staff, and students while assisting with the administration and maintenance of campus technology systems. This role requires a strong customer service orientation, technical troubleshooting skills, and the ability to work collaboratively within the Office of Information Technology (OIT).
Key Responsibilities • Provide Tier I & II support for hardware, software, and networking issues for faculty, staff, and students. • Assist with imaging, deploying, and maintaining Windows-based devices using System Center Configuration Manager (SCCM). • Support user account management and authentication through Active Directory. • Maintain and troubleshoot campus computer labs, classroom technology, and endpoint devices. • Support server and hardware management tasks as assigned. • Document support requests, resolutions, and system changes in the ticketing system. • Collaborate with OIT colleagues on technology projects and system upgrades. • Provide training and guidance to users on technology resources. • Participate in on-call rotations and provide after-hours support as needed.
Qualifications Required: • Associate degree in Information Technology or related field, or equivalent combination of education and experience. • 2 years of technical support experience in a Windows-based environment. • Demonstrated knowledge of: • Windows operating systems and imaging (via SCCM). • Active Directory account and group management. • Hardware setup, troubleshooting, and repair. • Basic server administration and support. • Strong problem-solving skills and attention to detail. • Excellent communication and interpersonal skills. Preferred: • Bachelor’s degree in Information Technology, Computer Science, or related field. • Experience in higher education or a similar environment. • Knowledge of Office 365 administration. • Familiarity with networking fundamentals.
Work Environment This position requires working on campus with occasional evening or weekend hours to support special events, system maintenance, or urgent support needs. The Support Technician II is a key part of the OIT team and contributes directly to enhancing the technology experience of the Mitchell College community.
