Job Description

Job Summary
Department Specific Responsibilities

Responds to classroom technology issues and provide prompt solutions
Assists with helpdesk walk up questions and support
General Responsibilities

Provides mid-level technical support to faculty, staff, and students; resolves mid and low-level problems and, as necessary, refers more complex problems to appropriate supervisors and/or senior-level support staff.
Interprets problems and provides technical support for hardware, software, and systems; follows established protocols to provide technology solutions in support of students, faculty and staff.
Shares resources and training materials to assist users; identifies recurring difficulties/problems and reports on trends; updates documentation as needed.
Stays up-to-date and maintains knowledge of all services offered and/or supported by the university.
Documents and tracks calls received, and follows up with clients until a satisfactory resolution is reached.
Qualifications
This position is posted at the Intermediate Career Level but may be filled at the Foundational Career Level depending on the candidate's qualifications. Although they will be similar, the duties and responsibilities may differ if filled at the lower rank. Please see the qualifications for each level listed below

Intermediate Level Requirements

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.



EDUCATION

Required

High school diploma or equivalent (such as HSED or GED)
Preferred

Associate's degree
WORK EXPERIENCE

Required

2 years of computer support or related experience
LICENSES AND CERTIFICATES

Preferred

COMPTIA A+ certification Upon Date of Hire
SKILLS

Required

Proficient communication skills
Maintains a high degree of professionalism
Demonstrates time management and priority setting skills
Demonstrates a high commitment to quality
Possesses flexibility to work in a fast paced, dynamic environment
Highly thorough and dependable
Friendly and service-oriented
Experienced understanding of computer operating systems
Basic knowledge of Windows and Mac desktops and Microsoft Office suite
Skilled in utilizing and troubleshooting university systems
Foundational Level Requirements

EDUCATION

Required

High school diploma or equivalent (such as HSED or GED)
LICENSES AND CERTIFICATES

Preferred

COMPTIA A+ certification Upon Date of Hire
SKILLS

Required

Proficient communication skills
Maintains a high degree of professionalism
Demonstrates time management and priority setting skills
Demonstrates a high commitment to quality
Friendly and service-oriented
Demonstrates understanding of computer operating systems and excellent customer service.
Basic knowledge of Windows and Mac desktops and Microsoft Office Suite.
Familiarity with university systems
Working Conditions / Demands
This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.