Provide support, troubleshooting and training regarding end-user software, hardware and network inquires to assigned college or building, labs, and faculty. Provide support on a wide range of applications including Microsoft and Macintosh operating systems, Microsoft Office, and other products commonly found in a university environment. Provide liaison role with the Division of Information Technology (IT).
Principle Duties and Responsibilities:
Provide software and hardware technical assistance to the specified building or college including students, faculty and staff.
Install, configure, maintain and troubleshoot Windows (Intel) and Macintosh hardware. Perform hardware upgrades to existing computers as needed.
Install, configure, maintain and troubleshoot a wide range of software used throughout the designated college. Perform software upgrades to existing computer equipment as needed.
Provide technical evaluation of user needs, systems, and new technology in order to recommend system and/or procedural changes, and coordinate the purchase of new equipment and/or software.
Maintain and update documentation such as computer inventory, licensing, etc.
As an extended member of the help desk team, receive, log and respond to service requests received from user phone calls, e-mail messages, or walk-in appointments. Investigate error messages, and identify resolutions. Reinstall software or replace corrupted files that are causing errors. When appropriate, escalate issues to senior technicians within IT.
Recognize and report problems relative to computer systems, and operating procedures.
Act as a liaison between faculty, staff, students, and IT resources and staff.
Assist in the development of newsletters, manuals, training, WebPages, and other information designed to acquaint clients with information technology services and facilities.
Keep up to date on Help Desk, IT, and EMU policies and procedures.
Maintain up-to-date expertise in the operation and application of the University standard computer software and a working knowledge of a wide variety of commonly used hardware and software.
Provide training & support for faculty in the use of classroom technology equipment.
Coordinate and/or lead project teams.
Perform other duties as required.
Position requires a Bachelor degree in a computer related field plus approximately three years relevant experience; or the combination of education and experience that enable the performance of all aspects of the position. Previous project coordinator or leadership experience preferred. MCSE or Apple Certification a plus.
Basic technical knowledge including the techniques and procedures required to provide software, hardware and network support for multiple users is required. Must understand the installation, configuration and trouble shooting process for software, hardware, end-user networking and peripheral equipment. A basic knowledge of supported software application packages, hardware, internet use and search techniques, and the use of computers and computing applications in a networked environment. Ability to make decisions on imperfect information is necessary.
Must have excellent customer service and interpersonal skills demonstrated both over the phone and face-to-face. Must be able to effectively communicate technical information to non-technical users verbally, in writing and in training presentations to groups or individuals.
Requires ordinary ambulatory skills sufficient to visit other locations such as the ability to stand, walk, bend, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, network cabling, operate equipment and read technical information.
Prior experience working in a computer laboratory environment is preferred.
Internal Number: 11281
About Eastern Michigan University
Since its inception, Eastern Michigan, first as a Normal School, then as a College and finally as a University, has grown and developed to respond to the ever-changing needs of society. Over the years, EMU has educated thousands of sons and daughters of Michigan, the nation, and the world. The University currently serves 23,000 students who are pursuing undergraduate, graduate, specialist, doctoral and certificate degrees in the arts, sciences and professions. In all, more than 200 majors, minors and concentrations are delivered through the University?s Colleges of Arts and Sciences; Business; Education; Health and Human Services; Technology, and its graduate school. Eastern Michigan?s exceptional faculty, students and alumni include CEOs from major businesses; a National Student Teacher of the Year, National Teacher of the Year, numerous Fulbright Scholars and Milken Family Foundation National Educators award winners; and several Michigan Teachers of the Year.