Information Technology - Desktop Support Technician

TITLE: Desktop Support Technician

DEPARTMENT: Information Technology Help Desk

EMPLOYMENT STATUS: PERMANENT, FULL TIME

FLSA STATUS: NON-EXEMPT

ORGANIZATIONAL RELATIONSHIP: Reports to Director of User Services

JOB PURPOSE: Assist and support the Wagner community with campus technology resources , events, and classroom technology.  Troubleshoot and resolve problems involving all computing resources such as hardware (Macs & PCs, multi-function printers, telephony and networking equipment) and software applications (MS Office, Adobe Suite, etc).  Deploy computers by implementing hardware-appropriate, standardized images. Dispatch, manage, and fulfill helpdesk service tickets.

DUTIES/RESPONSIBILITIES:

Essential Functions: 

• Deployment of computing resources throughout the campus
• Customer service/front desk/office management
• Respond to help desk requests via phone, email, ticketing system, and walk-in
• Troubleshoot and maintain functionality and working condition of all computing resources including computers, printers, media, campus telephony, cell phones & networking equipment
• Troubleshoot classroom media technology issues that may arise
• Document standard operating procedures and provide/deliver training materials.
• Follow policies and procedures established by the IT department
• Supervise and delegate tasks to student employees

Non-Essential Functions:

• Manage and maintain department records/database/inventory
• Produce reports on equipment usage, and life cycle
• Assist in the technology needs during college events such as Commencement, Guest Speakers, Board of Trustee Meetings, etc.
• Other duties as assigned by the Director of User Services.

QUALIFICATIONS

Work Experience:  Customer support & service experience in a technical support related area.  Computer (Mac and PC) hardware and software troubleshooting knowledge. Ability to follow established guidelines to perform the functions of the job.

Education:  Associate’s or Bachelor’s degree preferred but not required.

Certifications:  A+, ACMT preferred but not required.

Licenses: Valid driver’s license.

Desired Work Traits:  Ability to multi-task and manage multiple projects simultaneously, to work independently, maintain effective working relationships with all college constituents, to lift up to 60 pounds.

Computer Skills:  Familiarity with TeamDynamix (TDX) or other Help Desk ticketing systems. Proficiency in Microsoft Windows, Apple OS X, Apple iOS, Android OS, Linux, Office Suite, and Adobe Suite. Antivirus and anti-malware software such as McAfee & Malware-Bytes.  

Communication/Interpersonal Skills:  Possess good interpersonal, customer service & problem solving skills.  Knowledge of Help Desk & customer service methods and procedures.

SPECIAL CONSIDERATIONS: WORK ENVIRONMENT, HOURS THAT MAY BE OUT OF THE ORDINARY (SUCH AS MUST BE AVAILABLE ON NIGHTS AND WEEKENDS, FREQUENT EXTENDED HOURS, OFTEN ON SHORT NOTICE ) PHYSICAL DEMANDS OF BEING ABLE TO LIFT/MOVE BETWEEN UP TO 50 POUNDS.

Nothing in this job description restricts Management’s right to assign or reassign duties and responsibilities to this job at any time.