Job Summary: 

Under general supervision, responsible for providing technical support of desktop computers, applications and related technology for the institution. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. Ensures efficient functionality of resources by working closely with Information Management Services (IMS) and appropriate vendors.

Job Duties:

1. Effectively, professionally, and respectfully represents other Information Management Services (IMS) staff members, teams, and their services to the client community. Collaborates with Information Management Services (IMS) staff members as appropriate to determine and resolve problems received from clients.
2. Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with classroom technology and applications
3. Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
4. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
5. Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
6. Recommends and/or performs upgrades on systems to ensure longevity.
7. Works with procurement staff to purchase hardware and software. Assesses functional needs to determine specifications for purchases of computer hardware and or software when applicable. Works with procurement staff to purchase hardware and software. Assists with ordering computer supplies and or parts.
8. Assists in maintaining LAN/WAN records and, as appropriate, telephone systems cable.
9. May work on Information Technology Service Management (ITSM) related projects as assigned by supervisor.
10. Performs all other duties as assigned.

Education: 

Bachelor's degree in a computer related field or educational technology is required.

Experience:

Two (2) years of experience in Information Technology field is required.

Additional Licenses and Certifications:

ITILF - Itil Foundation is preferred.