Provide consultation services and technical support for end users within departments, labs and classrooms over the phone, via email and in person; Identify, diagnose, repair and resolve technical hardware and software issues in a timely manner.
Manage projects from inception to completion relating to computer hardware and software, network hardware, peripherals (e.g., printers, projectors), and classroom technology; perform scheduled and emergency re-installation of hardware or software within departments, labs and classrooms; provide recommendations for upgrades and new installations; maintain inventory and tracking records;
Document and prioritize projects following standard operating procedures. Document all interactions with end users via phone, email or in-person to ensure timely resolution as well as answer, troubleshoot and documents support calls and emails.
Manage all conference and meeting room multimedia events ensuring technical set-up meets client's expectations;
Manage relocation computing services for any moves, construction and installation projects for departments, classrooms and labs;
Diagnose and repair instrumentation systems that are unique to specialized research;
Document solutions and standard operating procedures for development of a knowledge database to be used by clients for more effective customer service;
Participate in computing projects as part of a project team, or as an individual;
Perform other duties as assigned
Bachelor's Degree and 2-3 years of related experience and relevant computer related technical training is required. An equivalent combination of education and prior related experience will also be considered.
In depth knowledge of desktop and technical support systems; knowledge of desktop, laptop mobile, hardware and supported vendor;
Speaks clearly and expresses self well in one-on-one conversations and groups;
Expert knowledge of imaging, deploying and managing Windows, Microsoft Office, Adobe and other products in a networked environment;
Expert knowledge in PC/MAC hardware replacement and repair, enterprise workstation deployment and configuration, troubleshooting network connectivity issues, configuration of networked printers and other peripherals;
A+ and Linux certification preferred;
Experience with Video Conferencing systems (e.g. Zoom, Creston) including wireless and touch panel systems;
Experience with integrating multimedia systems;
Working knowledge of configuration and troubleshooting of desktop email clients, mobile devices, web browsers and antivirus software;
Working knowledge of applications for educational applications;
Working knowledge of Active Directory;
Working knowledge of networking basics (e.g., tcp/ip, dhcp, dns)
Strong analytical skills to troubleshoot and document issues;
Assumes responsibility to ensure issues/concerns will be addressed and monitors them through conclusion;
Ability to work independently and in consultation with supervisor to resolve complex problems;
Experience with and ability to work on a team and to establish and maintain effective working relationships with peers, students and employees;
Excellent verbal and written communication skills;
Effectively manages own time and resources;
Seeks to apply technology and innovation to improve efficiency and solve problems.