Desktop Support Technician

Based on IT Service Management and Information Technology Infrastructure Library (ITIL) principles, apply technical expertise, advanced knowledge, and customer service skills as part of the USNH IT Desktop Management and Client Services Support team. IT support focuses on all facets of IT utilized within the technical ecosystem at USNH. Provide localized services and complex troubleshooting to meet individualized department needs in accordance with ET&S · standards to ensure a safe, secure, and reliable desktop computing environment. Assign and supervise work of other desktop consultants on IT desktop management project related initiatives as needed.
 

Job Duties:

Technical Expertise:

• Provide timely, advanced desktop and technology support to multiple Plymouth State University (PSU) departments and service areas with complex and specific technology requirements.

• Participate within departmental teams in strategic and tactical planning and anticipate technology needs; develop and maintain technical documentation; monitor security within technical environment, diagnose and resolve technical problems by review and analysis to identify causes, solutions, trends and make appropriate referrals/liaise with other IT departments within the university or from outside vendor support when needed, educate end-users in IT best practices, ensure they are in place and adhered to.

• Participate in cross-institutional (KSC/PSU/LAW/USNH Systems Office) occasional events in support of Desktop Management initiatives.

Customer Support:

• Provide proactive, professional courteous and timely IT support services on-site and with remote tools for campus constituents.

• Scope of services includes technical support for Windows and MacOS systems (network connectivity, operating systems, hardware troubleshooting and operational maintenance, image deployment, malware/security remediations); support for standard USNH (University System of New Hampshire) software as well as software specific to department requirements (installation, troubleshooting, maintenance, security updates and upgrades); printing (local and networked configuration and troubleshooting); security practices and policies (compliancy, training, communications, remediation); technology needs assessment, recommendation, consulting, purchase and implementation (asset management, lifecycle planning); configuration and troubleshooting of mobile devices.

• Respond to occasional off-hour emergency requests.

• Extensive use of ITSM software tools to process, record, research, or dispatch complex customer service and restoration requests.

• Adopt a continuous improvement mindset by analyzing service requests for best practices.

• Ensure compliance with ET&S Desktop Management and Cybersecurity policies and procedures.

• Hardware deployment, installation, maintenance, and troubleshooting: Use advanced technical knowledge and technical references to configure, maintain, troubleshoot, and deploy technology hardware.

• Initiates and coordinates planning and purchasing of hardware and software in support of lifecycle management.

• Participates in strategic and tactical planning in area of responsibilities.

Training and Documentation:

• Assists with developing and coordinating as-needed training for key users on hardware/software applications and system functionality.

• Prepares and maintains documentation for IT desktop processes, procedures, and end-user training.

IT Special Projects and Implementations:

• Assist with the testing, implementation and operation of departmental and IT systems and participate in implementing technology projects.

• Delegate duties and oversee desktop team members’ participation as needed in assigned IT special projects.

Reporting and Analysis:

• Utilize Configuration Manager, InTune and Microsoft reporting tools to generate system monitoring reports, identify trends, monitor fleet health, and ensure systems comply and are up to date.

• Generate comprehensive and interactive project-based status and KPI (key performance indicators) reporting in support of IT special project goals and objectives.

• Other duties as assigned.

Minimum Qualifications

• Bachelor’s degree and four years of experience in Information Technology field, Associate’s degree and six years, or combination of education and experience equal to eight years.

• Technical ability and advanced knowledge of desktop support, networking, security practices, hardware/software and overall technology used within the USNH IT ecosystem.

• Proven ability to participate in strategic and tactical planning, engage in project management and KPI reporting.

• Demonstrated customer service experience, team collaboration and communication skills.

• Ability to work under general direction and to exercise judgement in determining appropriate action and solutions.

Preferred Qualifications:

• Bachelor’s degree in Computer Science or related field·

• Applicable Microsoft Certifications·

• Customer service experience.

• Experience working in a team environment

• Experience in higher education

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

The pay range for this position is listed above. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. More information on benefits can be found here: USNH Employee Benefits | Human Resources

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