Job Description

Essential Duties

Manages staff and student workers including hiring, training, and monitoring daily work
Receives, responds to and monitors status of work-order requests for technical assistance; updates ticket system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy
Develops and applies standard computer images with authorized software to computers to ensure consistent configurations using OS deployment tools such as SCCM, JAMF
Installs and/or replaces hardware and associated devices including, but not limited to: CD drives, network cards, hard-drives and removable disk drives; refers warranty hardware problems to vendor for resolution
Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures
Manages the deployment, relocation, and return of computers and associated peripheral equipment
Maintains accurate inventory of all computers and peripheral equipment, and initiates requests for replacements to ensure availability in accordance with established policy and standards
Maintains accurate tracking of technology equipment identified for surplus, facilitates requests for pick-up of equipment
Refreshes computers for inventory or prepares for surplus using approved tools and following standard operating procedures
Performs a variety of acceptance testing procedures of newly acquired hardware to ensure proper operations; tests all upgrades and/or patches to software prior to rollout; prepares report of findings
Provides application assistance to end user as requested; replicates errors, re-sets computers and printers
Connects individual and networked devices to computers; performs initial connectivity test to ensure proper connectivity
Traces and trouble-shoots network connectivity problems; notifies appropriate responsible unit(s) based on findings
Supports and troubleshoots audio-visual systems
Provides consultation on both hardware and software purchases
Creates, updates, and maintains technical documentation for use within the group as well as outside entities
May perform routine server administration for specific servers as requested.
Cross trains other areas on help desk related support issues
Creates, updates, and maintains technical documentation for use within the group as well as outside entities

Minimum Qualifications

Bachelor's degree in Information Technology or closely related field AND four (4) years experience providing diagnostic and trouble-shooting support in a client server, cross platform environment, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.


Desired Qualifications

Demonstrated knowledge to resolve issues and problems, identifies trends; recommends alternative solutions to resolve problems
Experience with Client Management software administration (e.g. SCCM, JAMF, Intune, ServiceNow)
Demonstrated knowledge of Active Directory group; NTFS File Permissions; Experience with TCP/IP, Ethernet, wireless
Demonstrated knowledge and management of group policies and PowerShell scripting
Experience troubleshooting computer hardware and software issues (cross platform), and data recovery methods
Experience utilizing support ticket tracking systems (e.g. ServiceNow, Salesforce)
Experience working with a variety of operations systems (e.g. Windows, Mac, iOS, Android)
Experience working with Microsoft Office 365 tools (Office Suite, SharePoint, Visio, Project) and Google Workspace tools (Docs, Sheets, Forms, etc.)
Experience working with videoconferencing tools (Zoom, Zoom Rooms, Microsoft Teams, etc.)
Experience providing customer service (e.g. in-person, by phone, and remotely)
Evidence of effective communication skills, and the ability to communicate with non-technical stakeholders
Experience in working both independently and as part of a team
Experience in establishing, developing, and maintaining effective, cooperative working relationships both within and across organizational areas
Experience in managing staff and student workers including hiring, training, monitoring daily work and when necessary, termination

Working Environment

Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking; frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 50 pounds. Regularly required to work in cramped and enclosed areas and exposure to variations in temperature when deploying equipment. Regular review of completed tasks.