Desktop Technician II - GCRL
Founded in 1910, The University of Southern Mississippi is a comprehensive doctoral and research-extensive university fulfilling its mission of being a leading university in engaging and empowering individuals to transform lives and communities. The University of Southern Mississippi, which enrolls nearly 16,000 students each year, is the only dual-campus university in Mississippi with campuses in Hattiesburg and Long Beach. Six additional research sites are located on the Mississippi Gulf Coast and in Meridian. Learn more at www.usm.edu
Job Duties: Assists in the connectivity of desktop workstations and peripherals onto the campus communications network; installs, sets up, maintains, troubleshoots and repairs multi-platform hardware and software; documents, tracks, and resolves complex computing problems; performs hardware/software requirement analysis (PC, Macintosh); provides assistance with hardware maintenance for computer equipment and related peripherals; responds to service calls and provides on site maintenance for computer hardware; installs new PC equipment; performs preventative maintenance. Complex problems that may arise resulting from hardware and software problems on the client desktops must be resolved with little assistance from others. This includes PC, MAC, and peripheral hardware, as well as operating systems, applications, and utilities
* Provides consulting, troubleshooting, product evaluations, training, and documentation; updates system and application software; trains and supports university faculty and staff in effective access and use of information technology; and prepares and makes recommendations to end-users as well as acts as liaison to outside vendors in regard to services, hardware, and software.
* Manages customer service requests to facilitate timely and efficient desktop service. Documents work order progress and project status in the requested format. Communicates with Customer Service Specialist and Technology Support Services Director regarding information that needs to be disseminated to the entire team.
* In charge of maintenance of inventory for desktop support assets, including computers, software, and printers.
* Assists in the establishment and maintenance of university-wide standards for desktop hardware and software, including planning, acquisition and delivery of desktop services and equipment; develops and oversees procedures related to maintenance and upgrades of hardware and software; and drafts and reviews technical and procedural documentation.
* Maintains high customer satisfaction to the desktop environment. Participates in direct face-to-face coordination with the customer.
* Maintains and/or increases technical knowledge through coursework, workshops, seminars, readings and cross training with other team members. Performs research on specific error conditions or other desktop problems related to client support. This information must be distributed to Tier-1 support personnel as needed. Searches for better means of accomplishing the Tier-1 support and above. These best practices will be communicated to all other team members.
* Projects requiring a support technician will be assigned to this individual in conjunction with any other support groups involved.
* Serves as a resource for less experienced technicians. Participates in training new hires when necessary.
Minimum Qualifications: This job requires a four-year degree in a computer-related field and a minimum of two years experience in a desktop support position or a two-year degree in a computer-related field combined with a minimum of four years experience in a desktop support position or a high school diploma / GEP and a minimum of six years experience in a desktop support position.
