Responsible for software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

1. Experience:One (1) year of work experience in the installation, maintenance and technical support of workstation hardware.
2. Or one (1) years’ experience providing customer service and technical support with Microsoft Office 365 and Windows 10 or above operating system.
3. Or Technical certifications from workstation training programs such as CompTIA A , Comp TIA Net , and MCDST may be substituted for one (1) year of experience.
4. Or a Bachelor or Associate degree in Computer Science, Information Technology or a closely related field from an accredited college or university.

Job Duties:

1. Intermediate professional level role. The duties of this position can be broad and will include Assisting the Workstation Support Supervisor with troubleshooting computer systems and related software
2. Learning about and providing technical assistance and routine maintenance of specialized software applications.
3. Providing support for other IT related hardware devices such as networked printers, smartphones, etc.
4. Providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues.
5. Perform advanced troubleshooting to determine the cause of problems.
6. Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned.
7. Participates in and coordinates projects, shares information and receives feedback from other OIT staff as appropriate.
8. Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items.
9. Provides Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.