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As a Desktop Specialist I support/helpdesk employee, duties will include monitoring and maintaining the computer systems and networks within an organisation in a technical support role. All Support Services staff promote a positive and professional image of the Information Service & Technology Department.
MAJOR RESPONSIBILITIES/DUTIES:
⢠Provide IST Support Services
o Process and document service requests
o Provide initial troubleshooting analysis
o Install and configure applications per documentation
o Communicate and coordinate with all IST staff and customers
o Provide peripheral assistance - PDA's, scanners, CD/DVD, external batteries etc.
o Maintain system security and integrity
o Provide Microsoft O/S support
⢠Incident Management
o Provide remote desktop support
o Provide technical voice and phone support
o Utilize ticket/tracking software
o Provide deskside support
o Provide break/fix on known or basic hardware issues
o Provide adequate spare hardware inventory and maintain equipment for emergency operations center
o Perform minor Install, Move, Add, Change, Disposal (IMAC/D) of equipment
o Provide technical printer support
o Provide on-site IST support to off campus locations
o Take appropriate action for virus attacks, breaches and security incidents
⢠Problem Management
o Escalate to appropriate resource or vendor
o Provide feedback to solutions provided by Problem Management Team
EDUCATION/CERTIFICATION REQUIREMENTS:
⢠2-year college degree desired, with a concentration in Computer Science, Information Systems or a related field
QUALIFICATIONS/SKILLS:
⢠One year of related experience
⢠Must be proficient and knowledgeable in Windows XP/2000. Must demonstrate the ability to troubleshoot
⢠Good working knowledge of computer software, hardware and networks
⢠Ability to work under time pressures while maintaining a customer service attitude
⢠Self motivated with attention to detail
⢠Organizes workload, sets priorities and works within deadlines
⢠Effective oral communication, writing skills and interpersonal skills
⢠Ability to work independently and in a team environment
⢠Demonstrated ability to effectively communicate over the phone
⢠Must be able to work a flexible schedule
⢠Must posses a valid North Carolina driver's license
