Posting Details
- Delivering technology support services to customers (internal and external customers).
- Resolve complex everyday service requests relating to PC hardware/software problems.
- Document customer problems in the Help Desk System, troubleshooting and escalation of problem to appropriate staff if unable to resolve them.
- Assist and follow up on customer inquiries.
- Perform customer computer hardware and software installations.
- Maintain work schedule to include communicating when unable to adhere to scheduled Smith IT hours of operation.
- Responsible for satisfying customer and departmental expectations through effective communication and performance.
- Perform other project-related duties incidental to the work described herein.
Specific responsibilities include, but are not limited to:
- Classroom hardware/software performance checks
- Software installation and support
- Knowledge of Microsoft Windows 10 and Microsoft Office 365
- Resolution of all hardware and software issues
- Remote connectivity support – LogMeIn Rescue
- Support and troubleshooting of Active Directory, ServiceNow Ticketing, Networking, and other applications.
- Printer troubleshooting and maintenance
3-5 years of technical-related experience are required.
Knowledge, Skills, and Abilities:
- Knowledge and experience with computer technologies, including laptop/desktop connectivity and interfacing, video conferencing, and teleconferencing.
- Ability to support, identify, and troubleshoot general problems with IT hardware.
- Knowledge of Windows/Mac OS, web browsers, productivity applications, and Active Directory.
- A general understanding of networks, authentication, and application packaging and imaging.
- Must possess a positive attitude, willingness to learn, and proactively seek continuous quality improvement of services.
- Ability to navigate and engage multiple stakeholders for optimal customer service results.
- Ability to work with deans, University and visiting faculty, students, and staff. Excellent communication skills are necessary.
Bachelor’s degree preferred