Job Purpose:
- Provides frontline technical support for faculty, staff, and students. Assists with troubleshooting computers, software, peripherals, classroom technology, audiovisual equipment, and other common technology issues.
- Supports workstation setup, equipment deployment, classroom and meeting technology, employee onboarding and offboarding, and routine technology maintenance.
- Works under the direction of IT staff and escalates issues requiring advanced technical or administrative access.
- This position is intended for an individual with foundational IT knowledge, strong troubleshooting and customer-service skills, and the ability and willingness to learn client technology systems.
- Relevant education, technical training, certifications, internships, help-desk experience, or hands-on technology experience may be considered.
Essential Functions:
Frontline Technical Support – 45%
- Provides frontline technical support to faculty, staff, and students in person, remotely, and through the service-request process.
- Diagnoses and resolves common issues involving:
- Windows and macOS computers
- Software and applications
- User accounts and authentication
- Printers and peripherals
- Network and connectivity issues
- Monitors, docking stations, keyboards, mice, and related equipment
- Mobile devices and other technology
- Assists with workstation setup, equipment replacement, technology deployments, employee onboarding and offboarding, office moves, and other routine technology needs.
- Documents work performed and escalates issues requiring advanced troubleshooting, administrative access, or assistance from other IT personnel.
- Provides frontline support for classroom, conference-room, and audiovisual technologies.
- Assists users with displays, projectors, microphones, cameras, speakers, conferencing systems, presentation equipment, and related technologies.
- Troubleshoots common classroom and meeting-room technology problems and escalates more complex equipment or infrastructure issues.
- Assists IT staff with technology support for meetings, instructional activities, livestreams, hybrid events, and other activities.
- Performs routine equipment checks and helps ensure classrooms and meeting spaces are ready for use.
- Assists IT staff with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.
- Responsibilities may include:
- Preparing computers for deployment
- Installing approved software
- Connecting and configuring peripherals
- Performing routine software and operating-system updates
- Assisting with device enrollment
- Replacing or deploying computers and other equipment
- Troubleshooting device configuration issues
- Verifying equipment functionality
- Maintaining standardized workstation configurations
- Assisting with technology inventory and equipment tracking
- May perform routine tasks within systems such as Microsoft Intune, Jamf, Active Directory, or other enterprise management platforms under the direction of IT staff and based on assigned access.
- Assists IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, documentation, and other operational needs.
- Follows established procedures and technical documentation and helps document newly identified issues and solutions.
- Works collaboratively with IT staff and university technology partners and appropriately escalates issues outside the position's assigned responsibilities or technical expertise.
- Performs other related duties as assigned.
Required Qualifications:
- High school diploma or equivalent and demonstrated knowledge or experience supporting computers, technology, or end users.
- Basic knowledge of computer hardware, software, operating systems, and peripherals.
- Ability to troubleshoot common computer and technology problems.
- Familiarity with Windows environments
Preferred Qualifications:
- Associate degree or technical certification in information technology, computer science, information systems, or a related field.
- Windows 10/11
- macOS
- Microsoft 365
- Basic networking concepts
- Active Directory
- Microsoft Intune
- Jamf
- Mobile devices
- Classroom or audiovisual technology
- Microsoft Teams, Zoom, or similar conferencing technologies
Additional Knowledge, Skills & Abilities:
- Ability to learn new technologies, systems, and procedures.
- Ability to follow technical instructions and established procedures.
- Ability to recognize when an issue should be escalated to more experienced IT staff.
- Strong customer-service and interpersonal skills.
- Ability to communicate effectively with technical and nontechnical users.
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