IT Support Technician

About the role

The IT Support Technician provides frontline technical assistance to faculty, staff and students at American International University. Working on‑site, the role ensures that classroom, laboratory and office technologies remain operational, minimizing downtime and supporting the university’s academic and administrative activities.

Key responsibilities

• Deliver desktop and end‑user support for PCs, laptops, printers and peripherals across campus.
• Install, configure and image new computer systems and standard software.
• Diagnose and resolve hardware, operating system and application issues promptly.
• Log, track and resolve incidents using the ServiceDesk Plus ticketing system.
• Support and train users on Microsoft 365, Canvas LMS and Banner SIS applications.
• Assist with login, access and basic authentication problems.
• Conduct IT orientation and onboarding for new faculty and staff.
• Test and validate software updates, patches and deployments.
• Print student and staff ID cards and manage access provisioning.
• Support classroom, laboratory and meeting‑room technology, including audio‑visual equipment and hybrid learning tools, and perform pre‑session checks.
• Escalate complex issues to the Technology Support Coordinator with proper documentation.

Required profile

• Experience providing technical support in an educational environment.
• Ability to communicate clearly with diverse university users.
• Strong problem‑solving orientation and attention to detail.

Required skills

• Microsoft 365
• Canvas LMS
• Banner SIS
• ServiceDesk Plus ticketing system
• Audio‑visual equipment and hybrid learning tools
• PC hardware installation and troubleshooting