Posting Title

Overview

The role of the Service Desk includes: providing technical support to the university community with the highest level of customer service; solving technology problems and answering questions for students, alumni, faculty, staff and other constituents in the areas of software, computing hardware and network services; deploying and troubleshooting LAN-based technologies. Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to the local area network (LAN). Recommends and schedules repairs. Provides end user support for all applications. Installs and configures workstations and software.

Responsibilities

Provide technology support to the university community.• Demonstrate mastery of the Technology Services Service Desk core knowledge set.• Troubleshoot campus technology problems and requests received through designated channels.o Read or listen to the explanation of the incident, determine the probable cause, logically taking the customer through a step-by-step problem determination procedure as needed.o Make campus field visits to the customer for problems or requests that cannot be resolved remotely.• Provide timely resolution to common technical questions and problems.o Use clear and logical thought processes to analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem.o Use initiative to find ways of solving service requests while adhering to established policies and procedures.o Successfully complete service requests within requirements of service level agreements or other performance goals established by the supervisor.• Write and maintain procedural or technical documentation for the user community, and internal documentation for the Service Desk.• Correctly coordinate with other Technology Services staff as needed to resolve problems.• Increase personal knowledge of the university’s business and technical environment, including tools, policies and procedures, with the goal of increasing problem resolution rates.

Receive, track and complete IT service requests according to established procedures.• Receive IT service requests through designated channels.• Record all actions taken to resolve requests and incidents in the service request record.• Update the service request record upon resolution or escalation, accurately describing the outcome or reason for escalation in the service request record.• Track outstanding service requests and report to the supervisor those that cannot be resolved in a timely manner as required by Service Level Agreements.

Provide support for LAN-based technology and classroom technology. Activities include:• Deploy and maintain LAN-based technology, including client computers, mobile devices and related peripherals, displays, input devices, printers/scanners and telephones; integrate the equipment into the university technology environment, installing and maintaining configuration settings necessary to accomplish this.• Configure, troubleshoot and remediate classroom technologies, including A/V equipment and lecture-capture hardware and software. Deploy classroom hardware and software.• Install and configure client computing devices and operating systems; create, modify, manage and deploy hard drive software images; install and configure software applications; operate client device management software systems; interface with Operations staff as needed.• Configure, troubleshoot and remediate client computing and related hardware devices, operating system startup settings and device drivers, and troubleshoot and remediate device and operating system performance issues, operating system services, and network access issues.• Maintain inventory and documentation of equipment and software, including specifications, configuration, licensing, product lifecycle and maintenance information.

Qualifications

• Six months’ experience in the computer field• Three months’ experience providing customer support

Current certification as a desktop technician required within 6 months of hire date, e.g.,• Microsoft Modern Desktop Administrator Associate

Knowledge of, and materially demonstrable skill in using/configuring or applying, the following is required:• IT concepts, principles, methods, and practices• Microsoft Windows in an Active Directory environment• Microsoft Office, especially Word, Excel, PowerPoint• Internet applications such as web browsers• Local area networking (TCP/IP) principles and methods• Wireless networking (802.11) principles and methods• Client device remote access principles and methods• Mobile device provisioning principles and methods• Operating system and application deployment principles and methods

Materially demonstrated ability to provide support for client computers and mobile devices, including knowledge of and experience using the following technologies or processes is required:• Microsoft Windows 10 installation and configuration in a business environment• Apple macOS 10.10 or later installation and configuration • Troubleshooting and successful remediation of client computing and peripheral hardware devices, operating systems, device drivers, and performance issues• Troubleshooting and successful remediation of client computing network connectivity and remote access issues• Configuration and troubleshooting of mobile devices running Apple iOS, iPadOS and Google Android

Knowledge of and experience using the following technologies or methodologies is a plus:• File system permissions, client computer operating system security settings and disk encryption• Microsoft Active Directory computer account creation and configuration• Microsoft Windows Server network file and print shares, especially in an Active Directory environment• Microsoft Windows Group Policies• Google G Suite, including Gmail, Google Apps, Google Drive, Google Groups• Hard drive imaging and computer deployment tools and methodologies, especially Microsoft System Center

• Excellent verbal and written communication skills in the English language• Ability to type 40 WPM• Pleasant, professional and courteous personality• Excellent customer service approach to dealing with people at all levels within the university• Exceptional ability to diffuse volatile situations when distressed or irate customers call for support• Analytical skills: ability to integrate differing bodies of knowledge in troubleshooting and solving technical problems• Learning skills: ability to learn and adopt new ideas and technologies• Organizational skills: ability to organize work, coordinate with other team members to accomplish goals, and ensure progress is made on assigned tasks• Ability to work effectively in teams