Provide Tier 1 and 2 technical support for University students, faculty and staff.

REPRESENTATIVE DUTIES

• Provides end user technical support
• Monitors the IT support desk answering the phone, assisting walk-in requests, and managing support ticket system.
• Initial assessment of trouble ticket calls, resolving where possible, escalating to appropriate resource when necessary.
• Tracks issues through resolution, monitors ticketing system and assisting other team members in closing tickets.
• Effective use of diagnostic tools, logs, remote access, and system documentation in resolving end user technology problems.
• Setups, maintains, and supports Windows workstations and printers.
• Coordinates new employee technology support, orientation, and setup of computers and peripherals.
• Coordinates supply inventory and technology equipment sign out.
• Consults with system users to determine requirements / needs, analyze and identify solutions to meet University requirements.
• Manages academic accounts and user administration.
• Shares best practices with the team to enhance the quality and efficiency of technology systems.
• Performs other duties as assigned or required.

KNOWLEDGE and SKILLS 

• Excellent customer service skills
• Knowledge of computer systems, networks, software and hardware.
• Skill in managing multiple projects and deadlines effectively, prioritizing customer needs and determining urgency and impact of request.
• Skill in communicating effectively, both verbally and in writing.
• Skill in diagnosing and resolving computer hardware and software issues.
• Skill in presenting complex technical information to non-technical audiences.

MINIMUM EDUCATION QUALIFICATION

High school diploma or GED equivalent.

MINIMUM EXPERIENCE QUALIFICATION

Non-Supervisory: Two (2) years computer experience working in an Information Technology environment.

MINIMUM PHYSICAL REQUIREMENTS

The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Working in office areas throughout the university. Must be able to sit for at least 4 hours at a time. Must be able to lift, push, pull and move a minimum of 50 pounds repeatedly.  While performing the duties of this job, the employee is occasionally required to stand; walk; sit, reach with hands and arms; climb stairs; balance, or kneel. Work situations may be subject to exposure to change in weather.