Provide support and troubleshooting regarding end-user software, hardware and network inquiries. Assist with support on a wide range of applications including Microsoft and Macintosh operating systems, Microsoft Office, and other products commonly found in a university environment.
Principle Duties and Responsibilities:
With assistance, provide software and hardware technical assistance to the entire University community including students, faculty and staff.
With assistance, install, configure, maintain and troubleshoot Windows (Intel) and Macintosh hardware. Perform hardware upgrades to existing computer as directed.
With assistance, install, configure, maintain and troubleshoot a wide range of software used throughout the University. Perform software upgrades to existing computer equipment as directed.
Receive, log and respond to service requests received from the user phone calls, e-mail messages, or walk-in appointments as a member of the help desk team. Investigate error messages, and identify resolutions. Reinstall software or replace corrupted files that are causing errors. When appropriate, escalate issues to senior technicians.
Report problems relative to data network, computer systems and operating procedures.
Keep up to date on Help Desk, IT, and EMU policies and procedures.
Maintain up-to-date knowledge in the operations and application of the University standard computer software.
Assist in training student team members as directed.
Perform other duties as required.
A Bachelors degree in Computer Science or related field is required. Previous experience working in a higher education IT environment is preferred.
Technical knowledge including the techniques and procedures required providing software, hardware and network support for multiple users is required.
Knowledge of the installation, configuration and troubleshooting process for software, hardware, end-user networking and peripheral equipment is required.
Advanced knowledge of: supported software application packages, hardware, Internet use and search techniques, and use of computers and computing applications in a networked environment is preferred.
Good customer service and interpersonal skills demonstrated both over the phone and face-to-face is required. Ability to work effectively in a dynamic team environment where assignments and priorities can change at a moment's notice is required.
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.
Internal Number: 13641
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.