Reporting to the Desktop Support Manager, the Desktop Support Specialist provides second-tier technical support to end-users for PCs, Macs, servers, applications and services maintained by the universityâ™s central IT group; serves as the primary contact for purchasing new and replacement computers and technology; assists with hiring and training student employees; fills in for the Manager when needed to ensure the help desk runs effectively, including assisting with overseeing student workers.
1) Perform, analyze, and assist in a variety of IT support activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards. 2) As a daily presence at the help desk, must be available to assist and provide guidance for student technicians working to resolve issues and assist end-users during the course of their regular duties. 3) Perform deployment of and upgrades to hardware and software; recommends systems modifications to reduce user problems; processes purchase requests. 4) Research and analyze computer products and systems available in the marketplace. 5) May interact with network services and/or web and software application developers, primarily inside of Humanities Computing, to restore service and/or identify and correct core problems. 6) Refer more complex problems to the Desktop Support Manager. 7) Evaluate the yearâ™s annual replacements and new purchases of computers are progressing, and how that matches for the Divisionâ™s computing budget for the current and next year.
1) Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment. 2) Familiarity with network connectivity and ability to troubleshoot connectivity problems. 3) Understanding of PC/Mac software, operating systems and applications, networks, and hardware. 4) Understanding of Microsoft Office Suite, email clients, and browsers. 5) Excellent decision making and problem-solving skills. 6) Effective time management skills. 7) Excellent organizational skills with emphasis on detail and follow-through. 8) Excellent listening skills with the ability to empathize and focus on client service. 9) Communicate technical information to a non-technical audience in a clear and coherent manner. 10) Maintain strictest confidentiality when working with sensitive information. 11) Demonstrate initiative in the resolution of problems. 12) Communicate verbally and in writing in a concise and effective manner with good editing and proofing skills.
1) Degree or coursework in a relevant computer-related field.
1) Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline. 2) Experience with troubleshooting hardware and software problems, preferably in an academic or decentralized corporate environment. 3) Experience with various computer related technologies.
Technical Knowledge or SkillsÂ
1) Understanding of PC/Mac software, operating systems and applications, networks, and hardware. 2) Understanding of Microsoft Office Suite, email clients, and browsers.
1) Letter of Interest in this position 2)Â Resume 3)Â Professional References Contact Information 4) Provide a writing sample of technical documentation, support ticket communication, or a technical presentation that you have created. Â
NOTE: Â When applying, all required documents MUST be uploaded under the Resume/CV section of the application.
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