Job Description:
- Provide first-contact technical support for community members including computer hardware, software, networking, accounts, mobile devices, printers, classroom/audiovisual systems, and other specialized technology.
- Assist community members with technical issues and requests via remote and in-person troubleshooting; provide support as assigned in a variety of modalities including in-person walk-up, remote session, ticketing system, email, phone, and deskside support.
- Diagnose and resolve basic to moderately complex incidents; escalate more complex issues as required.
- Set up and configure desktop computers, accounts, peripherals, and install/remove standard software and hardware.
- Administer user accounts: vet identity, assist with password resets, update database records.
- Produce and test user documentation; maintain, update, or create basic web pages or internal databases.
- Generate moderately complex reports.
- Participate in routine security checks, and perform basic troubleshooting for network, telephony and voicemail issues.
- Provide device lending and shared resource support, including emergency classroom/AV response.
- Communicate effectively with end-users as a liaison for IT.
- May be required to participate in an After Hours calls rotation.
- Participate in cross-functional IT projects and provide support to related IT Support teams as assigned, including cross-assignment to related IT Support teams as coverage for temporary work surges or staffing shortages, and performs other duties as assigned.
- Responsible for computer, peripheral, and printer, hardware troubleshooting and diagnostics and facilitating hardware repairs with approved vendors.
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