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 across classrooms, labs, offices and event spaces, the role ensures that all end‑user technology operates smoothly and that any issues are resolved quickly.

Key responsibilities

• Deliver desktop and peripheral support for PCs, laptops, printers and other devices.
• Install, configure and image new hardware and standard software.
• Diagnose and resolve hardware, operating system and application problems.
• Log, track and close incidents using ServiceDesk Plus ticketing system.
• Assist users with Microsoft 365, Canvas LMS and Banner SIS, including login and access issues.
• Provide IT orientation and onboarding for new faculty and staff.
• Support classroom, laboratory and meeting‑room technology, including audio‑visual and hybrid learning tools.
• Perform pre‑session checks and troubleshoot AV equipment.
• Print student and staff ID cards and manage access provisioning.
• Escalate complex issues to the Technology Support Coordinator with proper documentation.

Required profile

• Strong customer‑service orientation and ability to communicate technical concepts clearly.
• Experience in a higher‑education or similar campus environment is a plus.
• Ability to work independently and prioritize multiple tickets.

Required skills

• PC and laptop hardware troubleshooting
• Printer and peripheral support
• Operating system and application maintenance
• ServiceDesk Plus ticketing
• Microsoft 365 administration
• Canvas LMS familiarity
• Banner SIS familiarity
• Audio‑visual system setup and hybrid learning tools