The Instructional, Communication, and Information Technology (ICIT) Department seeks a Desktop Support Technician.
This position works under the general supervision of the Director of IT Operations and provides direct support to the campus community for desktop hardware, printers, mobile devices, software issues and other campus technologies. The position supports the Help Desk on a daily basis, providing support to Tier-1 technicians over the phone, chat and in person. Primary duties include diagnosing and resolving desktop problems, configuration and troubleshooting printers, mobile devices and other campus technologies. The campus environment consists of Windows & Mac operating systems.
The Desktop Support Tech will be responsible for technical support documentation to include writing and approving knowledge base (KB) content. The position will also be responsible for management of the T-2 Desktop Support incident queue as well as resolving or completing incident tickets within campus and department defined service level objectives. The Desktop Support Technician is a customer facing position and works with various customers, including faculty, office staff, and campus administration.
50% A. Technical Support for Desktops
Provide advanced troubleshooting skills to Desktop Support related incidents.
Provide advanced level support for the Help Desk, Tier-1 technicians over the phone, through web chat and in person.
Provide advanced level support for the Total Desktop Care technicians as needed for technology implementation.
Provide consistent updates and communications to the technical support teams for all open Tier-2 Desktop Support incidents.
Manage the Tier-2 Desktop incident queue to ensure all Desktop related issues are resolved or escalated within campus and department Service Level Objectives (SLOs).
Manage warranty related incidents with campus technology vendors.
Develop technical documentation for supporting campus technology.
Develop KB documentation and content to be used by IT support staff.
Follow established procedures for tracking technology problems and solutions.
35% B. Customer Support
Provide second-level customer support for Desktop related questions and issues.
Provide communications to customers for all open incidents.
Work with customers to conduct assessments of technology needs and determine the best solutions to technology problems or challenges.
Conduct consultations with customers to assist in appropriate use of campus systems and resources.
Assist customers in understanding the appropriate use of campus technologies.
Assist users in understanding and adhering to enterprise IT standards, policies, and procedures.
Develop technical documentation and training materials for customers as needed.
10% C. Research and Testing
Research, evaluate, and provide feedback on problematic issues.
Research, test, recommend and support the tools used to help other IT professionals.
5% D. Personal and Professional Development
Participate in a program of personal and professional development jointly defined by the employee and management.
Attend local/national training, meetings and seminars as approved by management.
Stay abreast of changing technologies by reading professional journals, attending workshops and consulting with colleagues both internal and external to the university.
Experience in maintaining Windows and Mac operating systems and hardware
Experience working with equipment vendors and warranty policies
Experience troubleshooting technology support issues
Experience with maintaining desktop systems for customers in a production environment
Experience with tools for desktop workstation management in an enterprise environment
Highly Desired Qualifications:
Two-year degree in a technology-related field or equivalent work experience.
Microsoft and/or Apple Certification
Experience with HP Service Manager
Ability to evaluate and test desktop software and different configurations
Ability to work with customers with varied skill levels in using technology including campus executive staff
Ability to communicate technology concepts to customers clearly in writing and speaking
TO ENSURE CONSIDERATION:
Applications received by May 17, 2018 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. The most qualified applicants will be invited to participate in the next step of the selection process.
If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact us at 262-472-1072 or email@example.com.
For questions regarding the position please contact:
To apply please go to http://www.uww.edu/employment/academic-staff-non-instructional/posting?listing=1639. Only complete application packages will be considered. A complete application includes online submission of the following documents: