Nature of Work: This is work involving maintenance, troubleshooting, and repairs of a variety of computer related equipment. Coordinates with other staff members to resolve tech support issues and manage workload.Typical Responsibilities: Serves as a first line of contact for help desk customers. May assist in directing workflow, problem escalation and resolution and assign ticket priorities. Serves as a source of information on equipment problems. Configures and maintains a variety of computer equipment including computer terminals, printers, modems, personal computers and data communications equipment. Determines source and nature of computer malfunction using diagnostic and application software. Adjusts, repairs, and replaces malfunctioning equipment. During declared campus emergencies, this position may be required to perform specific job related duties at a designated off campus location or place of residence.Required Qualifications: High school diploma and two years of experience directly related to the job functions. Directly related college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.General DescriptionServes as a first line of contact for help desk customers. May assist in directing workflow, problem escalation and resolution and assign ticket priorities. Serves as a source of information on equipment problems. Configures and maintains a variety of computer equipment including computer terminals, printers, modems, personal computers and data communications equipment. Determines source and nature of computer malfunction using diagnostic and application software. Adjusts, repairs, and replaces malfunctioning equipment. During declared campus emergencies, this position may be required to perform specific job-related duties at a designated off campus location or place of residence.Job Function10% Create, assign, escalate, and respond to ticketsinITSHelp Desk queue.10% Provide desktop support, troubleshooting and repair for hardware and software issues.10% Create knowledge base documentation10% Assist with Inventory Audits10% Deploy and maintain endpoints using imaging and/or updates5% Provide Virus Remediation5% Troubleshoot Basic Mobile Device ConfigurationMarginal Functions10% Collaborate with Campus Technology Services10% Collaborate with Division of Information Technology Services10% Actively Identify Current Issues and present Potential Solutions10% Attend Professional DevelopmentDepartmental RequirementsExperience with Windows and Mac operating systems; knowledge of basic client software, local area networks, and basic troubleshooting skills. Ability to prepare system documentation, interpret and apply technical information, plan, organize, coordinate work assignments, and communicate effectively.Machines/Equipment Used90% Computers and associated peripherals 5% Telephones 5% A/V Equipment Computer with access to local area networks; network diagnostic tools; network monitoring software; utilities; word processing software; decision support/spreadsheet software; documentation; telephone.Supervision ExercisedNoneSupervision ReceivedSupervision of a verbal and/or written nature. Supervisor ensures that person in this position is aware of and adhere to state,SUS, University, and departmental policies, standards, and procedures. This position is supervised by Assistant Director Help Desk Operation
