The College of Education and Human Ecology at The Ohio State University is looking for a Service Delivery Technician to join the Office of Information Technology team.
The College of Education and Human Ecology values learning as a lifelong process. The educators, researchers and professionals we help grow are critical to shaping academic success and health and wellness for generations to come. EHE embodies the mission and goals of OSU, and is committed to:
Creating and discovering knowledge to improve the well-being of our state, regional, national and global communities;
Educating students through a comprehensive array of distinguished academic programs;
Preparing a diverse student body to be leaders and engaged citizens;
Fostering a culture of engagement and service;
Understanding that diversity and inclusion are essential components of our excellence. We are led by our core values of excellence; justice; diversity; innovation; and internationalization.
About the Office of Information Technology
The Office of Information Technology in the College of Education and Human Ecology is made up of 5 teams: Classroom Services, Client Computing, Instructional Design, Multimedia Production and Web Services. All together, we bring more than 120 years of IT experience to the College of Education and Human Ecology. We are proud of our skills and our commitment to bring you excellent service.
The goal of the Service Delivery Technician is to provide basic and escalated technical support and general technical guidance for College of Education and Human Ecology office computing systems. The Service Delivery Technician provides general support for mixed Windows and Macintosh environment including incident identification and resolution, systems preventive maintenance, and user/desktop support. The role provides customer interface for Office of Technology (OIT); schedules and performs preventive maintenance; works with vendors and other OIT team members to identify and resolve hardware and software problems. The Technician works with customers and other staff to resolve user problems; orients and trains users; identifies needs and suggests methods of providing improved service to customers. The role also maintains maintenance records and equipment inventory. This role also will coordinate with supervisors to overcome internal obstacles. This includes; contributing as a member of the service delivery team and sharing experience and skills with others on the team as well as taking ownership of tasks and activities assigned to help drive to completion. The technician will provide reasonable status on tasks/activities to supervisor; provide thoughts and ideas on how best to get the task/activity completed and articulates any specific issues for completing a task/activity. The Service Delivery Technician works on project related tasks as assigned; Interacts professionally with each user/customer clearly communicating expectations, demonstrating a desire to help, and seeking the appropriate assistance to address the request.
Reporting to the OIT Services Manager, the Service Delivery Technician will work in a fast paced, collaborative team that provides a wide variety of information technology services throughout the college, with the main office located in Arps Hall. This position will require some local travel and is considered on-call on a rotational basis for after-hours critical issues.
In the first 60 to 90 days of employment, the successful candidate for this position will accomplish the following:
Conduct high quality work through proactive decision-making, commitment to quality, creativity, and thoughtful analysis
Develop a comprehensive understanding of college and department policies and procedures
Establish pivotal relationships with internal stakeholders and external partners
Ability to work independently and collaboratively with a team
The successful candidate for this position will accomplish the following:
Bachelor’s level degree in Computer Science, or equivalent years of experience
Minimum 3 years' experience in user support and information systems required, preferably in an academic environment desired
Knowledge of troubleshooting office computing equipment and local area networks and productivity/web tools, particularly Microsoft Office and Adobe products required; experience with Windows and Mac operating systems and printers, scanners, and PDAs required
Desired requirements include:
Project Management certification
ITIL Foundation and A+ certifications
Ability to work independently while juggling multiple projects and adhering to standards.
Target Salary: $17.22 - $20.70 Annually
Job Category: Information Technology (IT)
Job Appointment (FTE%):
The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, and protected veteran status.
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.