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Technology Support Prof II

Employer
Abraham Baldwin Agricultural College
Location
Tifton, GA

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Institutional & Business Affairs, Clerical & Administrative Support
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Job Title: Technology Support Prof II
Location: Tifton, GA
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 231075
Job Summary Technology Support Professional Level II

Job Summary

The role of the Technical Support Professional II is to provide computer, mobile, network¿,¿ and telecommunication operational support to ensure that end-users can accomplish business¿,¿ and academic tasks. Duties include receiving, prioritizing, documenting, and actively resolving intermediate to complex technology requests. Problem resolution may involve the use of remote diagnostic¿,¿ and helpdesk request tracking tools, as well as in-person, hands-on desktop support. Responsibilities include configuring, installing, and troubleshooting computing hardware, network¿,¿ and cloud-based services (SaaS). The Technology Support Professional II will also assist in maintaining and troubleshooting classroom and advanced lab devices, including but not limited to: computers, high production printers, digital projection, classroom AV systems¿, and video conferencing solutions.

Responsibilities

    Assisting users through the functions and back-end operations of software (in-person, phone, and/or remote)Educating end-users about new systems, procedures, and guidelinesWorking through the process of solving problems with clients and encouraging them to do the same in the futureMonitoring and responding effectively and quickly to requests received via the IT helpdesk and creating training materials with screenshots for usersResponding to service calls in a professional manner by arriving on time and working on an issue until it’s resolvedEscalating client-related or technical issues with senior staff or management when necessaryDocumenting internal procedures and maintaining daily performance of computer systemsMonitoring the performance of the company’s desktop infrastructure and making suggestions for improving efficiencyInstalling and maintaining hardware, operating systems, and software programsSetting up and servicing peripheral equipment, such as printers and projectorsMaking recommendations to users and management as neededAssisting the development teams in conceptualizing upgrades or updates based on customer feedback that will improve the user experienceCreating user profiles and monitoring updates with assistance from Server staffStaying up to date regarding the latest IT developments, including new operating systems and applications
Required Qualifications

    Two or more years of desktop support experience, preferably in K-12 and/or Higher Education.Excellent computer skills and the ability to troubleshoot computer-related problemsProficiency in various computer softwareIn-depth understanding of project managementExcellent verbal, listening, and written communication skillsAbility to effectively prioritize and execute tasks in a high-pressure environmentThe ability to work on more than one IT issue concurrentlyExcellent teamwork, as IT systems involve many different professionals with different skill sets and levels of expertiseGood problem-solving skills and the ability to come up with creative solutionsAn inquisitive mind and a genuine interest in IT to remain up to date regarding new technologiesPhysical strength and dexterity to carry IT equipment and work in awkward or tight spacesAbility to lift 40 poundsAbility to climb a ladder up to 25 feetHigh School Diploma or Equivalent.
Preferred Qualifications

    Current Microsoft and/or CompTIA certificationsKnowledge of macOS and applications preferred.Knowledge of O365 collaboration tools to include SharePoint, Teams, and OneDrive preferred.Knowledge of Active Directory and the development, deployment, and management of Group Policies at the desktop levelKnowledge of endpoint and cloud-based security and compliance is a plusKnowledge of configuring & deploying computer and mobile hardware & softwareA technical degree in computer science, MIS, or other related field is preferred.Two years of desktop support experience, preferably in K-12 and/or Higher Education.
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