The Catholic University of America

Provides advanced technical support to students, faculty, and staff for university computers, mobile devices, software, identity and access services, network connectivity, classroom technology, and related systems. Diagnoses and resolves incidents, fulfills service requests, deploys and manages endpoint devices, maintains accurate documentation, and escalates complex problems when necessary.

I. Provide technology support to the CUA community:

• Demonstrate mastery of the Technology Services Service Desk core knowledge set.
• Resolve escalated and unusually complex incidents and serve as a technical resource for Technician I staff and student workers.
• Troubleshoot campus technology problems and requests received through designated channels.
  • Read or listen to the explanation of the incident, determine the probable cause, logically taking the customer through a step-by-step problem determination procedure as needed.
  • Make campus field visits to the customer for problems or requests that cannot be resolved remotely.
• Provide timely resolution to common technical questions and problems.
  • Use clear and logical thought processes to analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem.
  • Use initiative to find ways of solving service requests while adhering to established policies and procedures.
  • Successfully complete service requests within the requirements of service level agreements or other performance goals established by the supervisor.
• Create and maintain user-facing instructions, internal procedures, troubleshooting guides, and knowledge articles for the Service Desk.
• Correctly coordinate with other Technology Services staff as needed to resolve problems.
• Maintain current knowledge of the University’s academic and administrative technology environment, tools, policies, and procedures to improve first-contact resolution rates.

II. Receive, track, and complete IT service requests according to established procedures:

• Receive IT service requests through designated channels.
• Record all actions taken to resolve requests and incidents in the service request record.
• Update the service request record upon resolution or escalation, accurately describing the outcome or reason for escalation in the service request record.
• Track outstanding service requests and report to the supervisor those that cannot be resolved in a timely manner, as required by Service Level Agreements.

III. Provide advanced endpoint, network connectivity, and classroom technology support. Activities include:

• Deploy and maintain computers, mobile devices, peripherals, displays, printers, scanners, and university voice and collaboration services; integrate and configure equipment for the University technology environment.
• Provision and configure Windows and macOS devices; deploy operating systems, configurations, and applications using modern endpoint-management tools; and coordinate with identity, security, server, and network teams as needed.
• Configure, troubleshoot, and remediate client computing and related hardware devices, operating system startup settings, and device drivers; and troubleshoot and remediate device and operating system performance issues, operating system services, and network access issues.
• Configure, troubleshoot, and remediate classroom technologies, including A/V equipment and lecture-capture hardware and software. Deploy classroom hardware and software.
• Maintain inventory and documentation of equipment and software, including specifications, configuration, licensing, product lifecycle, and maintenance information.

IV. Documentation, projects, training, and team responsibilities:

• Work independently or in teams to carry out assignments within the framework established by the supervisor and in conformance with established practices and procedures; bring unexpected or controversial findings to the supervisor’s attention.
• Provide regular progress and status reports to the supervisor.
• Create and present written or oral briefings.
• Provide peer guidance and cross-training to Technician I staff, student workers, and other support personnel as assigned.
• Participate in Service Desk group meetings and activities.
• Participate in interdepartmental Technology Services meetings and project teams as directed.
• Follow CUA and Technology Services staff guidelines and requirements.
• Perform other job-related duties as assigned by the immediate or higher supervisors.

Minimum Qualifications
A. Formal Education
Associate degree in information technology, computer science, audiovisual technology, or a related field. An equivalent combination of education, relevant experience, training, and certifications may be considered.

B. Practical Experience
• At least three years of relevant information technology support experience, including at least two years in a customer-facing technical support role.
• Experience resolving escalated incidents, supporting endpoint devices, and documenting work in an IT service-management system.
• Experience supporting classroom audiovisual or conferencing technology is highly desired.

C. Technical Qualifications and Certifications
A current industry certification such as CompTIA A+, Microsoft, Apple, ITIL, or an equivalent technical certification is preferred. A relevant associate or bachelor’s degree may be substituted for the certification requirement. If neither a relevant degree nor an approved certification is held at the time of hire, the employee may be required to obtain an approved certification within one year of hire.
Extron certifications are highly desired.

Required technical knowledge and demonstrated ability include:
• Advanced troubleshooting of Windows 11, currently supported versions of macOS, mobile devices, peripherals, printers, and common software applications.
• Microsoft 365, Google Workspace, web browsers, collaboration tools, and university-supported productivity applications.
• Microsoft Active Directory and Entra ID concepts, user and device authentication, multifactor authentication, and secure handling of credentials.
• Endpoint provisioning, operating-system deployment, application deployment, configuration, inventory, and remediation using Microsoft Configuration Manager, Intune, Autopilot, or comparable tools.
• TCP/IP, wired and wireless networking, VPN and remote-access technologies, and systematic diagnosis of network-connectivity problems.
• Classroom audiovisual, control, conferencing, and lecture-capture technologies, including displays, projectors, audio systems, cameras, microphones, Extron systems, Zoom, and Panopto.
• IT service-management practices, including incident, request, problem, escalation, service-level, asset, and knowledge-management procedures; experience with TeamDynamix or a comparable platform is preferred.
• Information-security practices, least-privilege access, data privacy, FERPA responsibilities, and appropriate use of administrative credentials.

Other Knowledge, Skills, and Abilities
• Excellent verbal and written communication skills and the ability to explain technical information clearly to users with differing levels of technical experience.
• Professional, courteous, and service-oriented communication, including the ability to de-escalate challenging customer interactions.
• Strong analytical, troubleshooting, organizational, documentation, and time-management skills.
• Ability to work independently with minimal supervision, establish priorities, communicate status, and coordinate effectively with team members and other technology groups.
• Ability to learn and adopt new technologies, lead or coordinate small technical assignments, assist with testing and deployments, and provide peer guidance or training.