What are the responsibilities and job description for the IT Support Associate position at Cynet Systems?
Job Description:
Pay Range: $25hr - $30hr
Responsibilities:
Pay Range: $25hr - $30hr
Responsibilities:
- Provides faculty, staff, and students basic technical support for routine and anticipated questions concerning the use of computer hardware, software, audio/visual and other specialized technology.
- Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate.
- Provides in-person services to community members including device lending.
- Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.
- Serves as a technical resource to the unit; Sets up and submits production jobs and edits and debugs computer output.
- Develops and tests user documentation.
- Tests programs and account issues.
- Maintains, updates or creates systems, databases, and web pages using front-end user-enhanced web tools within prescribed guidelines.
- Designs and produces moderately complex reports.
- Assists with complex technical projects.
- Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.
- The IT Support Associate provides technical support to community members and affiliates as part of the Service Desk team by researching and answering questions on a broad range of IT topics, troubleshooting problems, providing first-contact resolution to clients wherever possible, and escalating to the next level of support as appropriate.
- Reporting to the Service Desk Manager, the position requires exercising judgment and creativity in selecting and applying procedures correctly.
- Provides answers to clients by identifying issues, researching answers, and guiding clients through corrective steps.
- May provide information and training to students, staff, faculty, or the general public on established policies and procedures, or services provided.
- Assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and as the face of IT, maintains a high level of effectiveness and professionalism.
- Responds in a timely way to requests via remote support tools, telephone, email, the ticketing system, as well as in person.
- Strives to achieve resolution of client issues and response to client requests within established service levels, and follows all record-keeping standards.
- Support focus includes, but is not limited to, general questions and guidance around computer devices, accounts and identity, computer asset lifecycle, IT security, software licensing/installation and usage, phones and voice mail, networking, mobile devices, and printers.
- Provides in-person, walk-up resolution and escalation services to community members including device lending, shared device and printer support, and classroom and audiovisual emergency response.
- Works independently, with minimal supervision, and may assist in training, scheduling, and distributing work of other staff members, students, casuals, and temporary workers.
- Updates supervisor on the status of projects and technical issues.
- Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.
- The Service Desk maintains an in-person presence on campus, and this position is part of a hybrid work team to collaboratively maintain needed coverage.
- A college degree is strongly preferred.
- High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment preferred
- Three to five years of related experience providing customer service in a technological environment.
- Knowledge of a variety of hardware, software, programming languages, and operating systems.
- Basic knowledge of network protocols and some experience with computer applications and operating systems.
- May be tested on appropriate computer skills as required.
- Excellent written and verbal communication skills.
- Demonstrated team performance skills and service mindset approach.
- Provides faculty, staff, and students basic technical support for the use of computer hardware, software, audio/visual and other specialized technology 70%.
- Maintains, updates or creates systems, databases, and web pages using front-end user-enhanced web tools within prescribed guidelines - 10%.
- Assists with complex technical projects - 10%.
- Provides cross-functional support of team members in related IT support groups - 10%.
Salary : $25 - $30
