What are the responsibilities and job description for the Client Support Technician - ITS Service Center position at Fredonia?
Job Description
The Client Support Technician will report to the IT Service Delivery Manager and assist in the delivery of technology services to the faculty, staff, and students of SUNY Fredonia.
Rewards & Benefits
Competitive compensation plus comprehensive benefits plan including health, dental, and vision insurance and retirement plan options including a fixed pension plan or a (A) with generous employer contributions;
Paid leave provisions including sick and holiday leave; impressive educational benefits including tuition-free study plus supplemental tuition aid;
A rich array of services, programs and benefits to help employees advance in their career and enhance the quality of their personal life, including professional development programs and services, employee EAP and wellness programs, discounted membership to the on-campus fitness center, and access to the Campus and Community Child Care Center.
KEY RESPONSIBILITIES
Deploy and administer departmental IT equipment, and supervise the general upkeep and maintenance of IT equipment and facilities.
Provide on-site or remote technical assistance and troubleshoot basic IT related issues.
Assist with monitoring the ITS Service Center ticket system and Service Center support desk to ensure that end user issues and requests are addressed and resolved in a timely manner.
Provide front line support and basic level troubleshooting and problem resolution for computer and mobile devices, printing, presentation technology, and media production systems.Typical support includes service requests for PC / Mac hardware, printer malfunctions, software, problems / upgrades / installations, network connectivity, computer setup for replacement machines, and new employee office preparation.
Assist users in the correct use and care of the technology production and delivery systems. Provide on-the-spot training by educating users on the proper use of systems and technologies.
Troubleshoot user system access, including password and MFA related problems.
Identify and remediate virus / malware infections on user devices.
Prepare, troubleshoot and arrange appropriate AV equipment, computers, mobile devices and presentation equipment in labs, lecture / seminar, and meeting / carrel rooms relating to the facilities supported by ITS.
Assist with the distribution of technology and the movement of mobile ITS cabinets to various labs.
Carry a smartphone or tablet as assigned per shift, to ensure you are reachable at any time, anywhere during working hours.
Make recommendations to the Supervisor for equipment and software replacement as dictated by the needs of the users.
Provide backup support to the other Client Support Technicians.
Be aware of, understand, and follow all university policies.
Miscellaneous Responsibilities :
Keep current of the latest trends and best practices in user support and related frameworks.
Attend conferences, take courses, and regularly attend seminars, specifically focusing on information technology services delivery in higher education.
Share results of learning and troubleshooting with other ITS staff members informally or through formal meetings.
Perform other specific duties as assigned, consistent with the duties listed herein.
Knowledge, Skills, & Abilities
Strong communication and interpersonal skills.
Requirements :
MINIMUM QUALIFICATIONS
Bachelor's degree in Computer Science, Multimedia Engineering or a related field.
At least 1 year of relevant experience providing technical support to individuals or groups.
PREFERRED QUALIFICATIONS
Experience supporting various IT-based systems in a higher education environment.
A background in Audio-Visual technologies, operation, and support.
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