Department Summary:

Information Technology Services (ITS) supports the innovative use of technology to enhance the experience for students, faculty, and staff in support of Drake’s mission. https://www.drake.edu/its/

Job Summary:

The Campus Technician role involves providing excellent customer service and technical support for University-owned personal computers as well as helping campus navigating and accessing campus systems and services. Responsibilities include diagnosing and resolving desktop support issues, installing and maintaining hardware and software, and deploying standardized desktop operating images. The technician also supports faculty, staff, and students, resolves second-tier technical problems, and promotes effective technology adoption. Additionally, the role involves testing new hardware and software before campus-wide deployment, ensuring smooth daily operations, and communicating technical concepts to non-technical users. The ideal candidate will demonstrate leadership, strong technical expertise, and effective communication skills.

Minimum Qualifications:

• Associate degree or equivalent experience.

• 2 years of experience providing systems support in an enterprise or education environment

• Solid understanding of computer hardware, software, and networking concepts.

• Attention to detail, ensuring accuracy in troubleshooting and problem resolution.

• Excellent customer support skills, interpersonal skills, and communication skills (both written and verbal), including ability to convey complex issues with users who may have varying levels of technical expertise.

• Strong time-management and organizational skills, with a record of being flexible, accurate, detail-oriented, reliable, and self-motivated.

• Demonstrated ability to work in a team-oriented work environment.

• Must exhibit multicultural competence, possessing the skills and experience to work with diverse individuals.

Preferred Qualifications:

• Bachelor's degree in a field related to technology.

• Experience using Team Dynamix or comparable ticketing system.

• Familiarity with computer asset inventory best practices.

Job Duties:

• 40% - Analyzes desktop support issues to deliver effective and efficient technology solutions: Provide excellent customer service, support and assistance. Diagnose machine and user performance issues; design and develop solutions. Installs and maintains hardware and software components related to the operation of University owned personal computer systems including peripheral components to ensure resources meet end user needs. Deploys standardized desktop operating images to computers as needed. Installs and maintains customer requested software applications within the personal computer infrastructure. Maintenance and installations are completed according to established service standards to ensure responsive and courteous delivery of computer services. Receive, create and then update all related system requests into tracking systems. Gather information about requests to aid development resolution. Follow-up to ensure resolution has been completed to user satisfaction. - (Essential)
• 30% - Provides leadership in delivering desktop support services and resources: Supports faculty, staff and students by providing support to end-users. Responds promptly to diagnose problems resulting from technical, operational, and equipment problems. Resolves second tier technical, operational, and equipment problems. Receive, create and then update all related system requests into tracking systems. Gather information about requests to aid development resolution. Follow-up to ensure resolution has been completed to user satisfaction. Escalates critical situations to vendor when problems cannot be resolved within established service criteria, while tracking the problem to its final resolution. Assists in the tracking and reporting on problem trends and the creation of support systems. - (Essential)
• 20% - Promotes effective technology adoption and University-wide implementation: Test new hardware, software and related procedures prior to deployment on campus to ensure that desired results are achieved. Confer with ITS peers and colleagues to identify personal computing requirements. Implements, configures, tests, and maintains client facing equipment. Supports mobile computing needs. - (Essential)
• 10% - Performs miscellaneous duties as assigned: Exhibits a willingness to learn new tasks and welcomes new challenges. Demonstrates initiative toward proactive problem resolution of service needs. Asks questions before beginning unfamiliar tasks. Proposes innovative or best practice solutions to improve service or resolve problems. Makes decisions that are strategically viable and tactically useful. Promotes an institutional perspective and fosters professional achievement of self and colleagues. - (Essential)

Salary and Benefits:

At Drake, we are proud to offer our employees, their spouses, and eligible dependents a comprehensive benefits package, which includes a wide range of core benefits, perks, and discounts. If you are exploring a job with Drake University, we invite you to spend a little time with our Drake Benefits Guide 2025. One of our popular policies provides a tuition waiver for Drake employees, their spouses, and eligible dependents. Drake also participates in not one, but two tuition exchange programs available to dependent children. Tuition Benefits