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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
