Edtech.com's Summary

Ohio State University is hiring a Systems Manager to provide tier 1 and 2 IT support for faculty, staff, students, researchers, and computing labs in the College of Engineering. The role resolves issues with computers, printers, and peripherals, deploys images and software, and keeps service levels on track under the ITIL framework. It also trains customers, writes documentation, and tracks departmental computing assets for inventory and audits.

Highlights

Resolve tier 1 and 2 issues with computing systems, printers, peripherals, and operating systems for College of Engineering users.
Escalate complex problems to tier 2 and 3 technicians and meet SLAs and service goals.
Deploy images and software applications, and create user accounts.
Manage and monitor computer assets to maintain departmental inventory and assist with audits.
Train customers on computing devices and write documentation.
Follow ITIL practices and University and College compliance and reporting requirements.
Bring 2-4 years supporting Windows and/or Apple clients in a networked environment, plus help desk process knowledge.
Provide technical guidance to less experienced staff; bachelor's or technical school degree, or equivalent experience.
Desired: ITIL Foundations, CompTIA Network+, Apple ACMT, or Microsoft certification, plus Active Directory and SCCM knowledge.
Hiring range of $26.78 - $34.95 per hour on first shift, with medical, dental, vision, 11 holidays, and retirement contributions.

Systems Manager Full Description

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Job Title:

Systems Manager

Department:

Engineering | Engineering Technology Services

Client Services team members provide tier 1 and 2 IT computing support for faculty, staff, students, researchers and computing labs for the College of Engineering (CoE); leads in providing immediate assistance and problem resolution while meeting SLAs and service goals; researches technical problems to independently identify, isolate and resolve issues with computing systems, printers, peripherals, operating systems and deployments; performs testing and installation of solutions; partners with tier 2 and 3 technicians to resolve complex issues requiring escalation; deploys images and software applications; creates accounts and helps to identify equipment needs; provides training and computing device orientation to customers and writes documentation; manages and monitors computer assets to maintain departmental inventory; assists in audit and inventory compilation; ensures all University and College policies are followed; manages and meets all compliance and reporting requirements of the University, College, departments and/or centers, as needed; adheres to ITIL best practice framework in an effort to ensure the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs).

Additional Information:

Qualifications:

Education Required:

Bachelor’s degree, or vocational or technical school degree or equivalent combination of education and experience

Experience Required:

2-4 years’ experience in supporting Microsoft Windows clients and/or Apple clients, peripherals, and their connectivity in a networked environment; customer service background in a technical environment; strong verbal and written communication skills; familiarity with Microsoft or Google productivity suites; knowledge of help desk processes and procedures; ability to provide technical guidance to less experienced staff.

Desired Qualifications:

Ability to lift 25 pounds, climb stairs, and have good dexterity strongly desired; experience with formal help desk ticketing system; industry certification in one or more of the following: ITIL Foundations, CompTIA Network+, Apple ACMT, Microsoft MCSA or MCSE or MCP. Familiarity with installing specialized software (e.g. MATLAB, Labview, Solidworks) including an understanding of software licensing. Experiential knowledge of enterprise services such as Active Directory and SCCM/Endpoint Configuration Manager. Experience with patch management and deploying and testing desktop software images using automated tools.

The target hiring range for this job profile is $26.78 - $34.95. The actual salary paid to an individual will vary based on multiple factors, including but not limit to, education, years of experience, internal equity, etc.

Location:

Hitchcock Hall (0274)

Position Type:

Regular

Scheduled Hours:

Shift:

First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.

Starting day one: Comprehensive benefits.

Ohio State benefits give you options to take care of what matters most to you — and opportunities to make adjustments as your life and needs change, including:

Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
Paid time off, including sick and vacation time and 11 holidays.
State retirement plan or an alternative retirement plan, both with generous employer contributions.

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