Help Desk Support Technician

Bangor

201100788

Full-Time

Staff

Non-Exempt

Yes

The Help Desk Support Technician is both a customer facing support role and hands-on technical support role. This position responds to end-user interactions, runs diagnostic programs, isolates a problem, and determines and implements solutions. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user. Provides support, maintenance, training and troubleshooting within Husson University desktop computing environment. This includes installing, diagnosing, repairing, and upgrading all desktop hardware and software to ensure optimal workstation performance.

This position provides front-line IT technical support to all Husson University faculty, staff, and students. The incumbent efficiently and effectively satisfies user requests and solves their problems while ensuring that departmental processes and quality standards are maintained. May directly satisfy a request, solve a problem, or arrange for other IT personnel to assist as needed. Follow-through and internal customer satisfaction are key success factors. A focus area is day-to-day requests relating to PC hardware, software, printing, and mobile user devices. Frequently he/she will implement new and upgraded user software, desktops, or other client hardware/software. Additionally, the position may resolve more complicated issues and complete a higher level and/or non-standard requests. The incumbent may lead small/short-term projects supporting technology upgrades, rollouts, etc.

• As a member of the Help Desk Services staff, responds remotely or in person to staff requests for assistance. Perform on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommends and implements corrective solutions.
• Install, configure, tests and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. Collaborate with the Technology Coordinator to ensure efficient operation of the College’s desktop computing environment.
• Where required, administers and resolves issues with associated end-user workstation networking software products, and ensures that physical desktop connections (i.e. RJ-45 Ethernet jacks, connectors between PCs and servers, etc.) are in proper working order.
• Provides supervision, training and technical guidance to students assisting the department. Hours for the position are from 7:30 am to 4:00 pm Monday – Friday, however, an alternate schedule may be required due to before/after-hours support needs. This will be at the discretion of the Customer Service and Support Manager.
• Develops and maintain an inventory of all computers, monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Maintains up-to-date expertise in the operation and application of the University’s standard software and hardware, and a working knowledge of a wide variety of commonly used hardware and software, and industry best practices.
• Accurately documents instances of desktop equipment or component failure, repair, installation, and removal.
• Understands and adheres to safe, ethical and secure data handling standards for all relevant digital and analog data
• Conducts research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
• Assists in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Acquires and maintains relevant industry certifications.
• Performs other related duties as required to accomplish the objective of the position.

Requires special technical knowledge of the techniques and procedures of software and hardware support for multiple users. Must understand the installation, configuration and troubleshooting processes for software, hardware, and peripheral devices. Must know how to assemble and disassemble personal computer components. Requires extensive experience with personal computer equipment. Must have advanced computer word processing, spreadsheet, database, DOS, Mac and Windows skills. Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.

Position requires AA/AS degree in computer related field plus two years relevant experience; a BA/BS degree in computer science or related discipline is preferred, or the combination of education and experience that enables performance of all aspects of the position.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee frequently is required to reach with hands and arms. The employee is regularly required to stand, walk, and talk or hear.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

Yes

https://husson.peopleadmin.com/postings/3619