JOB SUMMARY:

This position provides escalated technical support (tier II), maintenance, installation, and troubleshooting of computer hardware and software for the entire university.

MAJOR DUTIES:

• Maintains and troubleshoots issues with printers and copiers.
• Maintains, troubleshoots, installs, and repairs computers and peripheral equipment.
• Maintains, troubleshoots, and installs software.
• Provides support to users and responds to a variety of requests including hardware and software usage, password resets, and system access.
• Creates documentation to aid in user support.
• Educates end users on various technologies and applications.
• Prepares a variety of regular and ad hoc reports.
• Enforces computer usage policy.
• Researches and recommends hardware and software for acquisition.
• Sets up computer and related technology for classes, conferences, and meetings.
• Performs related duties as assigned.

KNOWLEDGE REQUIRED BY THE POSITION:

• Knowledge of university policies and procedures.
• Knowledge of computers and job-related software programs.
• Knowledge of computer hardware, software, and peripheral equipment installation and maintenance principles.
• Knowledge of information technology for classroom use.
• Knowledge of software distribution, computer imaging, and general network computer tasks.
• Knowledge of Apple and Windows hardware as well as operating systems and their associated applications.
• General knowledge of Windows and Mac operating systems.
• Skill in decision making and problem solving.
• Skill in customer service.
• Skill in oral and written communication.
• Skill in customer service.

SUPERVISORY CONTROLS

The Helpdesk Manager assigns work in terms of general instructions. The Helpdesk Manager may spot-check completed work for compliance with procedures, accuracy, and the nature and propriety of the final results. This position has a high degree of autonomy and is expected to work independently with minimal supervision.

GUIDELINES:

Guidelines include hardware and software manufacturer guidelines, university computer usage policies, and other university policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY/SCOPE OF WORK:

• The work consists of varied technical duties. Frequent interruptions contribute to the complexity of the position.
• The purpose of this position is to provide Tier II technical support for the university campus and off-site locations.

CONTACTS:

• Contacts are typically with co-workers, other university staff, students, vendors, and members of the public.
• Contacts are typically to give or exchange information, to resolve problems, or to provide services.

PHYSICAL DEMANDS/ WORK ENVIRONMENT:

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, stooping, bending, crouching, or walking. The employee occasionally lifts light and heavy objects.
• The work is typically performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY:

There are no direct reports for this position, however, student workers may be assigned from time to time.

MINIMUM QUALIFICATIONS:

• High School diploma.
• Three years of related experience required.
• Customer Service attitude and experience.
• Networking experience
• Hardware support and troubleshooting

PREFERRED QUALIFICATIONS:

• Associate Degree
• Certifications such as A , Net
• Formalized Helpdesk Training