Solve technical problems and only escalate problems of a complex nature.
#Yale university windows office for mac software
Provide technical expertise and consultation in researching, analyzing, and implementing hardware and software solutions of varying scope to meet business needs. Create work order and follows up on technician visit to ensure resolution. Analyze problems to determine if a technician site visit is required. Respond to emergency calls and routine calls. Work as part of an integrated SOM IT team and with other Yale personnel within a multi-vendor, multi-platform environment. Prepare all documents in accordance with university policies and procedures. Work closely with SOM Business Operations in the execution of all financial transactions. Process complex financial transactions including paying external suppliers and utilizing online network e-invoicing, various third-party platforms, submit invoices, and ensure payment. Interact with external and internal vendors. Set up new vendors in procurement systems, placing product and service orders with vendors, and submitting requisitions to create purchase orders. Manage standing orders and service contracts. Manage the procurement of technology goods and services for SOM community using appropriate university tools and processes. Research and analyze technology which includes but is not limited to software and network problems and recommend solutions or resolve independently. Analyze and resolve user problems, prepare documentation and informational materials for non-technical users within our documentation repository and services catalog. Troubleshoot user problems with technology which includes but is not limited to computer hardware, software, and networking. Provide tier 1 assistance to end-users related to technology problems, services, and procedures within SOM Community. 
Ensure timely responses for first contact via telephone, email, and walk-up requests and process and/or triage per documented procedures. Monitor and respond quickly and effectively to incoming service desk incidents and requests received through the Help Desk channels (walk-up, telephone based, and email).Involves the use of help desk incident tracking system and system monitoring tools. Requires experience and understanding of computing systems and networking applications. University Job Title: IT Support Technician 1ĭepartment Job Title: Service Desk FacilitatorĪs a member of the SOM IT Client Services Team, provide technical computer assistance to Yale School of Management (SOM) faculty, staff, and students which includes problem recognition, research, isolation, resolution, and follow-up. Detailed Job Listing: job family: clerical and technical
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