Job Description
- Position provides technical support to the client research community members and affiliates in the area by researching and answering questions and troubleshooting problems that are not addressed in client or Service Desk documentation, or that require specialized expertise and technical access in the client basic and social science departments.
- Exercises judgment and creativity in technical problem-solving.
- May provide technical consultation to students, staff, or faculty.
- May create technical and process documentation for clients and for the Service Desk.
- Assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and maintains a high level of effectiveness and professionalism.
- Monitors the team work queue and helps distribute team work under supervisor guidance.
- Responds in a timely way to requests via remote support tools, telephone, email, the ticketing system, as well as in person.
- Strives to achieve resolution of client issues and response to client requests within established service levels, and follows all record-keeping standards.
- Leverages the Asset Lifecycle Management group where possible for repeatable provisioning, maintenance, and deprovisioning tasks, while still coordinating and fulfilling high-touch client support tasks relating to research departments.
- Supports “Internet of Things” (IOT) that support research activities, enterprise and locally used discipline-specific research software, IT security and exception processes, loaner devices, telephones and voice mail, and networking, specialized IT policies and procedures in the laboratory environment, recommended data transfer and storage services.
- Responsible for software and hardware vendor escalations.
- Updates supervisor on status of projects and technical issues.
- Provides cross functional support of team members in related IT support groups, and performs other duties as assigned.
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