Detailed Job Description
Provide support to clients for relevant hardware and software. Function as a support resource and assist other support staff, providing ongoing guidance to the clients and support team. Troubleshoot and solve complex technical issues related to the designated environment.
Fulfill requirements of individualized Service Level Agreements between client departments and IT Services, IT Partnerships.
Organize and develop training, consulting, resources, support, and troubleshooting for clients, to include network software, application software, and workgroup utilities.
Escalate to Tier III complex problems that cannot be resolved, and work with Tier III staff to assure resolution.
Act as a liaison between areas within IT Services to coordinate technology projects requiring communication, sharing of information, and cooperation across many areas of expertise.
Learn quickly and independently; seek opportunities to extend and deepen learning.
Evaluate new hardware and software for use at the University, leading teams and synthesizing recommendations.
Show initiative to make basic decisions in daily work where risk is low, saving manager time; gather inputs and come to practical/sensible solutions; identify and escalates more significant decision point appropriately.
Provide and/or share technical knowledge with other support staff in the resolution of problems/requests related to the designated system.
Actively promote a customer-oriented environment in which the client is treated professionally and courteously.
Write clearly and succinctly in a variety of communication settings and styles; get messages across that instigate appropriate actions.
Accurate restate the opinions and needs of others; demonstrate patience and active listening.
Identify symptoms and break problems into distinct and manageable parts; analyze and interpret root causes associated with a given problem; look
at problems from other perspectives; seek other resources/expertise to define solutions; assist in solving intra-team problems.
Apply principles and processes of service levels to work; identify/highlight service problems; seek to improve quality of service levels.
Support end users in Release transition; identify and correct weaknesses within release
Analyze and summarize the impact of new processes and technologies in the organization; develop communication materials that build awareness and understanding of future changes in processes and technologies.
Participate in professional development activities.
Participate in cross-functional projects.
Perform other related duties as required or assigned.
Require 2 years experience in one or more of the following areas:
Experience with designated products in a client support environment
Experience with networks and databases
Experience with Microsoft Office products
Experience with Google Products
Experience with Windows Operating Systems
Experience with Macintosh Operating Systems
Experience with Windows Active Directory
Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted. Experience in these knowledge/skills/abilities may be earned concurrently.
Desire Bachelor's degree in a related field by date of hire.
2-3 years of knowledge & experience with Windows desktop operating systems and desktop business software, such as Windows XP, Windows 7 and Microsoft Office
2-3 years of knowledge & experience with Macintosh desktop operating systems and desktop business software with, such as Mac OS X 10.5.x (Leopard), Mac OS X 10.6.x (Snow Leopard) and Microsoft Office
Experience with Google products (Gmail, Google Docs, Google Drive)
Familiar with managing Windows using Group Policy, Imaging and other tools.
Familiar with system administration experience primarily in Unix systems such as Mac OS X.
Experience supporting networked printers
Knowledge of current trends and issues within information technology support
Knowledge of the University's central administrative systems, and networking database application technologies
Verbal and written communication skills; including communicating technical information in terms understandable to the end user with 1-2 years experience
Customer service skills; including diplomatically, patiently, and successfully handling complaints, problems, questions, conflict, and suggestions
Ability to analyze causes of client problems and generate solutions
Ability and willingness to work independently in a team environment
Ability to take initiative in providing support to the client
Ability to prioritize and work on multiple projects simultaneously
Ability to work on Projects or Teams
Special Instructions to Applicants
Employment will require a criminal background check according to University guidelines.