IT Support Technician

Founded by the Sisters of Charity of New York, the University of Mount Saint Vincent is an academically excellent, authentically inclusive, Catholic and ecumenical liberal arts university. The University combines a strong core curriculum with a full array of majors in the liberal arts and, within the tradition of liberal education, selected professional fields of study.

At Mount Saint Vincent, a student’s education extends beyond knowledge, skills, and preparation for work. We seek the development of the whole person. In the spirit of Vincent de Paul and Elizabeth Ann Seton, we foster an understanding of our common humanity, a commitment to human dignity, and a full appreciation of our obligations to each other.

Through its School of Professional and Continuing Studies, the University extends its primary undergraduate mission by offering high quality graduate studies in business, education and nursing and an array of undergraduate and certificate programs serving non-traditional students.

Job Description

The IT Support Technician provides responsive, hands-on support for the University’s technology environment. The technician diagnoses and resolves hardware, software, account access, and connectivity issues to support faculty, staff, and students, while helping maintain secure and reliable classroom and administrative technology. This is a full-time, exempt, on-site position with flexibility for alternate shifts as needed.

Rotating Shift: Monday-Friday 7:30 AM – 3:30 PM, 10:00 AM – 6:00 PM, 12:00 PM – 8:00 PM

Responsibilities:

• Provide courteous and responsive customer service via phone, email, remote tools, or in person.
• Install, maintain, configure, and troubleshoot PCs, peripherals, and software.
• Support the full lifecycle of University computers and devices, including setup, imaging/provisioning, deployment, inventory, refresh, and secure retirement.
• Assist with Microsoft Intune endpoint management, including device enrollment, configuration profiles, application deployment, compliance monitoring, and troubleshooting under established IT procedures.
• Assist users with Help Desk inquiries, ensuring timely and effective issue resolution.
• Diagnose and resolve software, hardware, and basic network-related issues (IP, DHCP, DNS).
• Assist users with Microsoft 365 accounts, identity and access issues, password resets, multifactor authentication (MFA), and approved account provisioning procedures.
• Provide technical support for the University’s Learning Management System (Canvas).
• Set up and troubleshoot classroom and conference room audio/visual technology.
• Assist senior IT support colleagues with computer lab hardware and software deployments.
• Conduct computer rollouts for departments and employees.
• Support University telephone and voicemail systems.
• Train employees and students to effectively use University technology, including productivity tools like Microsoft Teams and OneDrive.
• Use University-approved generative AI tools responsibly to improve support documentation, draft FAQs, enhance user training, and streamline routine service desk workflows while safeguarding University data.
• Assist in cybersecurity training programs and help implement best practices.
• Apply University information security and privacy procedures when handling devices, accounts, and student or employee information (including FERPA-protected records, where applicable), and report suspected security incidents promptly.
• Log, prioritize, troubleshoot, document, and resolve service desk tickets; communicate updates, meet established service targets, and escalate complex issues appropriately.
• Develop user guides and FAQs for common technical issues.
• Maintain accurate asset records and technical knowledge-base entries; assist with new employee onboarding and technology offboarding as authorized.
• Collaborate with IT colleagues to identify opportunities for technology improvement
• Additional duties as assigned