Client Support Specialist Ii

People are drawn to Guilford College for a number of reasons, including the College's Core Values of community, diversity, equality, excellence, integrity, justice, and stewardship.
Working at Guilford provides you with a rewarding opportunity to impact the developing lives of students from a range of diverse backgrounds. Guilford attracts those who are seeking a professional challenge and career advancement. It also attracts those who want to enjoy a beautiful campus and location in the dynamic city of Greensboro, North Carolina.
Guilford College offers a wide range of benefits for full-time regular employees, including 13 paid holidays, tuition remission, health insurance, telemedicine, life insurance, short-term and long-term disability, a retirement plan, and optional dental and vision insurance. In addition, employment at the College provides employees with access to numerous discounts for products, services, and attractions.
Position Summary
This person serves as a member of the Information Technology Services (ITS) Help Desk. The
ITS Help desk provides technical support to the college departmental units, faculty, staff, and
students. This person supports desktop computers and various computer peripherals; provides
guidance, training, and technical support to faculty, staff, and students in the use of hardware
and software packages and serves as the primary point of contact for IT related issues.
Duties and Responsibilities
Technical support

• Troubleshoot and diagnose computer hardware and software issues for the Guilford College community.
• Document and record active support incidents via internal ticketing system
• Perform troubleshooting of network connectivity issues including TCP/IP, Routing, DHCP and DNS.
• Actively diagnose and troubleshoot Classroom Technology
• Expand clients' technological awareness by promoting new services and informational resources available to the Guilford College community.
• Troubleshoot and diagnose issues with Web-based applications
• Deploy new computer equipment to faculty, staff, or lab environment.
• Provide friendly and courteous service in-person, on the phone, and over email.
• Familiarize yourself with the operation and configurations of internal computer systems and workflows.
• Patch and update devices and systems connected to the campus network.
• Other duties as assigned.

Collaboration

• Work with the other ITS Depts to facilitate and support the needs of Guilford College
• Work productively with Guilford College Departments
• Work productively with Guilford College vendor partners
• Mentor and support student employees working at the Help Desk

Technical Writing

• Write clear and concise descriptions in incident management system
• Document Help Desk standard operating procedures
• Contribute, or update, the ITS Help Desk internal knowledgebase
• Be courteous and professional in all communications
• Maintain and update inventory and assets of computer equipment.
• Work and update campus wide informational reading materials relevant to ITS Help Desk operations

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or an equivalent level of education and experience.
• Experience supporting and maintaining Windows, MacOS, and ChromeOS systems in an Enterprise environment.
• Demonstrated ability to diagnose and repair computer hardware.
• Familiarity with Microsoft Office, Office 365, and Google Docs
• Experience troubleshooting and resolving basic network failures.
• Excellent communication, critical thinking, and interpersonal skills.
• Experience with Video Conferencing Software and configurations.
• Must be willing to work in a dynamic environment and acquire new skills as needed
• Experience with Classroom Technology including, Projectors, Touch Screen Panels,
• Video Conferencing Cameras, Mobile Screens, etc.

Preferred Qualifications

• Experience with University procedures and systems.
• Experience with Active Directory, SharePoint, Jamf/MDM, SCCM.
• Experience with Google Workspace Administration
• Experience with Canvas or other Learning Management Systems
• Experience with Enterprise Based Applications
• Experience with Workday
• Experience working with Student Employees

Guilford College does not discriminate on the basis of sex/gender, race, color, creed, religion, national origin, sexual orientation, gender identity, disability, genetic information, military status, veteran status, or any other protected category under applicable local, state or federal law, ordinance or regulation. See our full Statement of Non-Discrimination.