Position Overview
Provide technical support to users while working under direct supervision and following standard procedures and written instruction to accomplish assigned tasks. Serve as the first point of contact for troubleshooting hardware / software, or printer problems. Assist research users and administrative staff via telephone, email, chat and in person with a wide range of questions, problems, and requests related to classroom technologies, desktop software, research hardware, peripherals, network issues, and application and instrumentation issues on a variety of different platforms including Windows, Mac OS X, and Linux.
Under direct supervision, monitors, troubleshoots and tests IT systems. Provides highly technical skills in the installation, repair and maintenance of all lab systems, especially lab instrument attached to workstations, research computing systems, and desktop systems in operation and participates in the implementation of new systems and upgrades.
Job Description
30% - Provide basic technical support via phone, email, chat or in person. Identify if the technical issue can be quickly resolved or it needs to be researched by a higher-level technical support unit. Technical administration of Windows, Mac OS X, and Linux based Operating Systems
20% - Effectively consult with researchers about computer system issues, such as: requirement analysis, computer hardware/software/network system specifications, maintenance, development, support, and cost.
20% - Troubleshoot hardware and software issues.
10% - Provide quotes for new equipment procurement, and consult on equipment written in to grants. Maintain accurate inventory information for both hardware and software products.
10% - Meet customer requirements through first contact resolutions with excellent customer satisfaction. Confirm customer understanding of the solution and provide additional customer education as needed. Create and document trouble tickets as indicated by the workflow. Create and update procedures and knowledgebase articles. Develop broad and in-depth knowledge of software and hardware that are unique to the Technical Support Service area.
5% - Support, install and upgrade new computer equipment including imaging of new computers
5% - Performs special projects and other duties as assigned.
Required Qualifications
Preferred Qualifications
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