POSITION OVERVIEW Manage incoming user requests utilizing service desk tracking software. Provide end-users with professional, timely, and efficient computer technical support. Install, configure, and upgrade computer hardware and software. Documents and maintains procedures for the installation and maintenance of software.
Manage the customer service relationship by responding to user requests in an efficient and professional manner. Responsible for prioritizing and assigning requests as they are reported.
Maintain a record of all user requests in the service desk software as a tool to track calls and establish metrics. Responsible for closing service desk calls as they are completed.
Respond to service desk calls within level-of-service guidelines and follow-up with users, as needed. Follow-up to include duplicating complex problems, if necessary, in the lab requiring elaborate setup and working with more senior members of the support or engineering staff to resolve complex issues. Alert IT staff to unusual problems or problem trends as they occur.
Proficient in troubleshooting hardware and software technologies, gathering information to document and track service tickets, and following processes and procedural documentation accurately.
Provide computer and network technical support to users via email, telephone, and in-person. Assist users with a variety of technical issues dealing with various platforms, operating systems, applications, etc.
Recommend hardware and software upgrades to ensure users have current and functional technology.
Define and document computer hardware and software installation, configuration, and maintenance procedures to ensure standards.
Provide a moderate amount of computer training to users to ensure an efficient and successful computing experience.
Setup, configure, and deploy computers and officially authorized software to users as a tool for performing their duties and responsibilities.
Share computer and network support techniques with IT staff to improve overall department effectiveness.
Establish a working knowledge of all other department functions as backup for absences and vacancies.
Under the direction of the IT management, performs duties according to their best judgment, requesting assistance when necessary.
The effect of an error by this position has a high impact on user productivity. The long-term effect could be the loss of user data and cause the user to miss deadlines.
Due to the broad variety of users’ duties and locations, this position requires access to areas where confidential data is stored, access to confidential user information such as user passwords, and high ethical standards.
Requires excellent verbal/written communication skills to efficiently resolve user requests and build effective client relationships.
Complete administrative and inventory reports as needed.
Other duties as assigned.
2-year technical degree in computer networking, or 2 years work experience in an IT department.
Demonstrated proficiency in the maintenance and installation of personal computer hardware and software.
Proficient at touch-typing
A+ certification preferred.
About Dunwoody College of Technology
Founded in 1914, Dunwoody College of Technology is a private, not-for-profit, endowed institution of higher education. It is one of the few institutions of its kind in the nation, and has been a champion of applied education throughout its history. Its mission is to provide students with a high-quality technical education that result in an immediate job and a fulfilling career.Located in the Lowry Hill neighborhood next to downtown Minneapolis, Dunwoody College offers bachelor’s and associate’s degrees in a variety of technical fields. The College maintains strong ties to local business and industry and values a diverse faculty, support staff, and student body and their unique contributions to an inclusive Dunwoody community. As articulated by our founder William Hood Dunwoody, the College's vision is to provide "for all time" a place where people of diverse backgrounds receive learning opportunities that prepare them for "the better performance of life's duties."