Technical Support Specialist
SUMMARY: Member of the IT Help Desk team which provides support for faculty, staff, and Lab PC workstations andA/V equipment. Responds to all userrequests for service and determines and prioritizes the nature and extent ofsupport needed. PRIMARY DUTIES ANDRESPONSIBILITIES 1. Help Desk functions - Field support calls and email from Engineeringstaff and faculty. Escalates supportrequests that are beyond the expertise of the position. Utilizes trouble ticket system to manage andresolve service call requests. Recordsand maintains inventory and documentation for computer lab systems and A/Vequipment. (40%) 2. Hardware Support - Troubleshoots and repairs end user workstations andworks with vendors to obtain replacement parts and schedule repairs. Provides consultation to staff and faculty onnew computer purchases. Configures andmanages computer systems and printers including new installations. (25%) 3. Software support - Install applications as well as provide support anduser training for software applications including basic and advanced use ofpersonal computers and software programs, including Word, Excel, Access, PowerPoint,Outlook, etc. Install and upgradesoftware in computer lab environments. DeployOperation System Patches and creation and deployment of Operating Systemimages. (30%) 4. Account Creation – Responsible for Microsoft Active directory accountcreation and management including exchange mailboxes. (5%) MINIMUMEDUCATION/EXPERIENCE · Bachelor’s degree in computer science or related field or a comparablecombination of education and experience. · Extensive knowledge of all MS operating systems. Strong familiarity with PC-based hardware,including compatibility, installation, diagnostics and repair. Knowledge of automated OS and softwareapplication deployment. (i.e. Microsoft SCCM, Tivoli OSD, Endpoint Manager.) · Experience with a variety of software applications including wordprocessing, spreadsheet and communication (e-mail). Mustbe highly proficient with Microsoft administration tools, including ActiveDirectory and Exchange. PREFERREDEDUCATION/EXPERIENCE: · Bachelor’s degree and three years of related experience. · Knowledge of windows scripting (cmd, vbscript, wmi, powershell) · Administrative level knowledge of Linux and MAC operating systems. · Video conferencing experience · Microsoft SCCM 2007 / 2012 system administration · Microsoft App-V administration · Microsoft Remote Desktop Services (Terminal Server) administration · Tivoli End Point Manager system administration · Group Policy administration CRITICAL SKILLS ANDEXPERTISE: · Requires technical knowledge of software techniques and procedures andnetwork support for multiple users. Mustbe able to work independently. · Ability to prioritize tasks and work under pressure, which may involve strictdeadlines. · Ability to self direct and take initiative in order to troubleshootcomputer problems and support computer users. · Demonstrated knowledge of network, computer maintenance, and softwaresupport · Maintain a high degree of professionalism and a positive, cooperativedemeanor while interacting with users. · Ability to clearly, concisely and effectively communicate both orally andin writing. Must possess training skillsthat will allow communication of technical information to non-technical users. · Maintain confidentiality in all aspects of company operations andcomputer network.
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