Preferred Education and/or Experience:

• Ability to work on campus alongside team members to support customers in person;

• Ability to work four hours a day, M-F, either 8-12 or 1-5;

• Ability to make up time missed;

• Willingness to mentor and train undergraduate employees on the Assistance Center Team.

Job Duties and Responsibilities

• Attend team meetings where strategies and capacity planning for meeting future information technology needs for the organization are discussed;

• Assist users with needs assessments and development of technical solutions to work related problems;

• Develop and execute strategies to improve workstation performance and meet customer expectations;

• Assess the need for and implement performance upgrades to PC and Apple computers, including the installation of CPUs, I/O and NIC cards, ribbon cables, hard drives, RAM, CD-ROMs, DVDs, and peripherals;

• Coordinate and execute hardware and software installations, maintenance, and upgrades to individual workstations;

• Receive, triage, log, update, track, and resolve incidents, fulfillment requests, enhancement requests, and service-inquiry calls from faculty, staff, and students using ServiceNow;

• Escalate and appropriately route any incident or request not resolved by tier one (1) support;

• Prioritize and respond to client incidents and requests based on designated due dates and departmental Service Level Objectives;

• Maintain communications with other technology support offices on campus;

• Collaborate with network technicians and administrators to ensure efficient operation of the university's desktop computing environment;

• Work collaboratively with team members in other Information Technology Services (ITS) work groups to resolve customer issues;

• Provide remote technical support to resolve issues;

• Confirm, through direct contact, client acceptance of resolution before closing each ticket;

• Assist walk-in faculty, staff, and students with hardware and software issues or questions;

• Provide technical support for specific technology projects;

• Provide basic user training on common tools and applications as needed;

• Work with and mentor student workers newly hired in the Assistance Center;

• Process forms using Optical Mark Reader equipment;

• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Technical knowledge of PC and MAC and desktop hardware;

• Technical knowledge of PC and MAC internal components;

• Technical and working knowledge of Windows and OS.X operating systems;

• Experience in hardware problem resolution;

• Working technical knowledge of current IP protocols, desktop operating systems, and standards;

• Able to read and understand technical manuals, procedural documentation, and OEM guides;

• Good written, oral, and interpersonal communication skills;

• Strong technical documentation skills;

• Ability to conduct research into computer issues and products;

• Ability to present ideas in user-friendly language;

• Highly self-motivated and directed;

• Keen attention to detail;

• Proven analytical and problem-solving abilities;

• Ability to effectively prioritize and execute tasks in a high-pressure environment;

• Commitment to excellent customer service;

• Ability to work as a member of a team in a collaborative environment;

• Highest level of professional and personal integrity;

• Understanding of the organization's goals and objectives.