ITS Student Technician II

Communication - The Student Technician II will communicate in a clear and organized manner. This competency covers the strong communication skills required to interact effectively with the Gannon community while providing technical support and following directions.
Critical Thinking - The Student Technician II will gather and analyze information from a diverse set of sources to make sound decisions and solve problems while supporting the technology needs of clients in person, over the phone, or via remote interaction with the client’s computer. This competency relates to the ability to resolve IT support requests effectively, demonstrate resourcefulness, and independently tackle technical issues faced by the Gannon community.

Responsibilities:

• Provide a high level of quality Information Technology (IT) support to the Gannon community.
• Demonstrated ability to resolve support requests during first call or interaction.
• High level of Service Level Agreement (SLA) satisfaction
• Independently provide Tier I and Tier II Information Technology support via phone, virtual interaction, in-person interaction to assist students, faculty, staff, retirees, and alumni.
• The time commitment for this position is 10 to 30 hours per week.