Information Technology - Desktop Support Technician

Description

TITLE: Desktop Support Technician

DEPARTMENT: Information Technology Help Desk

EMPLOYMENT STATUS: FULL TIME

FLSA STATUS: NON-EXEMPT

ORGANIZATIONAL RELATIONSHIP: Reports to Director of User Services

JOB PURPOSE: Assist and support the Wagner community with campus technology resources, events, and classroom technology. Troubleshoot and resolve problems involving all computing resources such as hardware (Macs & PCs, multi-function printers, telephony and networking equipment) and software applications (MS Office, Adobe Suite, etc). Deploy computers by implementing hardware-appropriate, standardized images. Dispatch, manage, and fulfill helpdesk service tickets.

DUTIES/RESPONSIBILITIES:

Essential Functions:

Deployment of computing resources throughout the campus

Customer service/front desk/office management

Respond to help desk requests via phone, email, ticketing system, and walk-in

Troubleshoot and maintain functionality and working condition of all computing resources including computers, printers, media, campus telephony, cell phones & networking equipment

Troubleshoot classroom media technology issues that may arise

Document standard operating procedures and provide/deliver training materials.

Follow policies and procedures established by the IT department

Supervise and delegate tasks to student employees

Non-Essential Functions:

Manage and maintain department records/database/inventory

Produce reports on equipment usage, and life cycle

Assist in the technology needs during college events such as Commencement, Guest Speakers, Board of Trustee Meetings, etc.

Other duties as assigned by the Director of User Services.

QUALIFICATIONS

Work Experience: Customer support & service experience in a technical support related area. Computer (Mac and PC) hardware and software troubleshooting knowledge. Ability to follow established guidelines to perform the functions of the job.

Education: Associate’s or Bachelor’s degree preferred but not required.

Certifications: A+, ACMT preferred but not required.

Licenses: Valid driver’s license.

Desired Work Traits: Ability to multi-task and manage multiple projects simultaneously, to work independently, maintain effective working relationships with all college constituents, to lift up to 60 pounds.

Computer Skills: Familiarity with TeamDynamix (TDX) or other Help Desk ticketing systems. Proficiency in Microsoft Windows, Apple OS X, Apple iOS, Android OS, Linux, Office Suite, and Adobe Suite. Antivirus and anti-malware software such as McAfee & Malware-Bytes.

Communication/Interpersonal Skills: Possess good interpersonal, customer service & problem solving skills. Knowledge of Help Desk & customer service methods and procedures.

SPECIAL CONSIDERATIONS: WORK ENVIRONMENT, HOURS THAT MAY BE OUT OF THE ORDINARY (SUCH AS MUST BE AVAILABLE ON NIGHTS AND WEEKENDS, FREQUENT EXTENDED HOURS, OFTEN ON SHORT NOTICE ) PHYSICAL DEMANDS OF BEING ABLE TO LIFT/MOVE BETWEEN UP TO 50 POUNDS.

Nothing in this job description restricts Management’s right to assign or reassign duties and responsibilities to this job at any time.