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The Desktop Support Technician is responsible for assisting other Desktop Support Specialists and Senior Desktop Support Specialists in diagnosing and troubleshooting hardware and software related problems in support of end users throughout the college.
-Receive and answer telephone calls from end users concerning problems related to the PC, hardware, software, network, e-mail or telephone system.
-Maintain a log of customer service and support calls received and the action taken within the automated ticketing and incident tracking software.
-Set up equipment for employee use, ensuring proper installation of cable, hardware and appropriate software.
-Coordinate the relocation of computer hardware and peripheral equipment for assigned moves.
-Report problems to the Team Leader, Customer Support Services, the Remote Site Team Leader or the Manager, Instructional Support for escalation to senior staff as needed. Assist other Information Services team members by providing research necessary to diagnose and resolve end user problems.
-Interact with IS staff as necessary to resolve problems and/or contact hardware and software vendors as necessary to report and resolve problems, at the direction of the Team Leader, Customer Support Services, the Remote Site Team Leader or the Manager, Instructional Support. Assist with follow-up calls and/or closing of work orders.
-Independently manage projects as assigned in coordination with the Team Leader, Customer Support Services, the Remote Site Team Leader or the Manager, Instructional Support. Document progress and provide regular status reports as needed.
-When necessary provide backup support for Technical Call Center and AV Technologies staff. Assist the AV Technologies staff by providing troubleshooting services for computer related audiovisual equipment as necessary and basic troubleshooting for all other audiovisual equipment issues.
-Continue training to provide and gain technical proficiency through active participation in plan of professional development and by reading technical periodical literature and industry publications.
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