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Minimum Requirements:High School Diploma/GED and a minimum of two (2) years of related experience or an equivalent combination of education and experience. Grade 3 (Hourly)Position Description:The UofL School of Dentistry is seeking an IT Technology Support II (Dental Informatics). Position will be supporting over 1100 Faculty, Staff and Students, located in 10 different locations across the county and state. This role reports directly to the Desktop Support Manager and is charged with supporting all aspects of the group’s responsibilities. From Classroom AV support, Clinical chairside support for Thin Clients, attached peripherals and software included in the virtual environment. PCs, Laptops, MacBook’s and docking stations across a wide range of uses from offices, research functions to digital dentistry laptops and related hardware/peripherals.The array of support for hardware, software and applications is of a large and complex scale. The desktop team also provide first line support and help with our Electronic Health Record (EHR) system used across the ULSD community, with upwards of 100,000 patient visits each year.Essential Duties and ResponsibilitiesDeliver excellent customer service and support to our customers for university owned hardware and software. Providing timely solutions and responses, prioritizing support requests based on severity, urgency, and customer needs.Provide first line support to customers (Staff, Faculty and Students) with issues on the clinic floors in all locations concerning hardware failures and application issues. 650 + Thin clients, Signature pads, Swipe cards readers, monitors, and other peripherals, ensuring timely escalation where appropriate.Monitor and manage WMS, Wyse Management System, to keep thin clients working at optimal performance, updates to improve customer experience and maintain inventory.Purchase, image, and deploy PC’s, Laptops, Tablets and MAC’s, Monitors, Scanners and Printers to both clinical and offices in all ULSD locations, in accordance with DI policy.Ensure all University owned devices have the latest security patches, updated OS’s and browsers.Maintain, update, and support all software and applications installed on users ULSD issued PC’s, Laptops and MAC devices such as, but not limited to, Citrix Workspace, ExamSoft, Bomgar, Dragon, iRis translation software, FloJo and GraphPad.Configure, support and act as 1st line support for ITS supplied software, such as, but not limited to Adobe Suite, MS office 365 and related products, Panopto, Respondus.Assist and guide customers with maintenance of user accounts, changing passwords, unlocking locked accounts, guidance when accounts expire or users leave, retire etc. Granting correct permissions to customers for file access and application access.Support all AV equipment in ULSD classrooms, conference rooms, teaching galleries (22) and at times locations at other areas on HSC. Working with vendors to resolve issues, new installations, break/fix, updates, ordering, shipping, and receiving of parts or supplies as needed, scheduling of PM’s or additional project work. Track inventory and carry out routine inspections of all equipment and PC’s for optimization.Manage, update, and utilize software management tools such as PDQ, WMS & Trackit ticketing system.Troubleshoot issues with acquisition stations and Xray sensors in Radiology and different areas around the school, clinics, and offsite locations. Escalating to the respective team or vendor where necessary.Create, maintain, and update documentation on all aspects of IT within Dental Desktop/Helpdesk support.Facilitate Office moves for IT related equipment and reconnection of LAN ports/Phones as and when necessary.Database maintenance of all Hardware and Software acquired by ULSD Dental Informatics, including license records, to ensure compliance with copyright laws and inventory requirements.Support research lab equipment where necessary when devices are connected to PC’s.Assist with Digital Dentistry support where required, ensuring devices are documented, abiding by university policy and functioning for purpose with guidance from Apps team and Chair of Digital dentistry.Provide guidance and direction to all customers on cyber security in accordance with university policy.Guide customers with non-university owned equipment utilizing university software ensuring adherence to best practices and security protocols.Assist in project management and installation of retrofits and updates of hardware.Guide and support Tech Support Assistant and Program Assistant in Desktop support for customers as and when necessary.Support Exams and Exam laptops for Students, maintaining devices and updating software such as ExamSoft and Respondus.Field Initial queries with axiUm (EHR) questions and issues from customers, ensuring timely referral to the Apps team or manager.Preferred Qualifications CompTIA A+ Certification, CompTIA Network + CertificationITILThin Client support experience and management.Competent with AD, Azure, and IntuneBe proficient with MS 365 Suite of products.Competencies Excellence in customer serviceA team playerPossess Integrity and is highly ethicalProactive methodologyAnalytical approach to problem solving/troubleshooting.Ability to prioritize and possess time management skills.Target Compensation Maximum:$27.85Target Compensation Minimum:$18.56Compensation will be commensurate to candidate experience.Equal Employment OpportunityThe University of Louisville is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity and expression, marital status, pregnancy, or veteran status. If you are unable to use our online application process due to an impairment or disability, please contact the Employment team at employment@louisville.edu or 502.852.6258.Assistance and AccommodationsComputers are available for application submission at the Human Resources Department located at 215 Central Avenue, Ste 205 - Louisville, Kentucky 40208.If you require assistance or accommodation with our online application process, please contact us by email at employment@louisville.edu or by phone 502-852-6258.