Job Details
Job Location
Lasell Village - Auburndale, MA
Position Type
Full Time
Education Level
Bachelor's Degree
Salary Range
30.00 - $33.00 Hourly
Job Category
Staff
Description
JOB SUMMARY :
The Desktop Support Specialist is primarily responsible for in person support, preventative maintenance, and consultation for desktop technology for Lasell Village, a 65 assisted living facility. This position troubleshoots and provides resolution for desktop technology issues and requests including desktop computers, laptops, mobile devices, printers, copiers, software (including installs), AV Systems, and many other devices. This position is responsible for providing training to both Village employees and residents on University and Village systems. This position is physically located onsite at Lasell Village on its shared campus with Lasell University in Auburndale, MA, and is not eligible for remote work.
PRINCIPAL DUTIES AND RESPONSIBILITIES :
The statements below are intended to describe the principal duties of the person or persons assigned to this job. They are not intended to be an exhaustive list of all job duties and responsibilities. Lasell University has the right to add or change the job responsibilities at any time
Desktop Technology Responsibilities :
- Deploys new computers, printers and peripherals
- Computer setup for new hires, moves, and changes (file migration, user preferences, etc.)
- Collaborate on the creation and testing of staff computers
- Provide "fixes" and modifications of installed software
- Maintain network printers
- Maintain Physical Security of computers
- Diagnose & replace computer components (hard drive, memory, optical drives)
- Diagnose network and wireless issues (connectivity, network port patches, switch)
- Manage 3rd party vendor support relationships
System Responsibilities :
Maintains and provides "fixes" and updates to Point of Sale (POS) devicesAssist in providing AOD / MatrixCare support to staffProvide support for Approved Enterprise and Desktop ApplicationsOnboarding & Training Responsibilities :
Onboard employee technology and coordinate necessary user accessOnboard resident technology in their apartments, including but not limited to assisting with the setup of Comcast cable TV, phone accounts, MFA configuration, and other personal devicesProvide Village Residents with end user support and training in use of Village Intranet (VillageNET) including user onboarding and password resetsProvide basic desk side support and training for Microsoft Office products, both local and O365Provide instruction on common topics such as : wifi, Zoom, VillageNet, Canvas, Worxhub, My.Lasell, learning to use phones, avoiding scams, commonly used apps, office software in Apple, Microsoft, and Google environments, etc.Instruction may take the form of group classes, how-to guides, videos, one-on-one appointments, etc.General Responsibilities :
Provide AV support during meetings, classes and eventsProvide support & management for on-premise Cable TV Channel "918"Complies with department and Lasell Village policies and proceduresCompletes assigned customer service requests (work orders) on timely basisOther duties as assignedQualifications
MINIMUM KNOWLEDGE AND SKILLS REQUIRED BY THE JOB :
Education level : Bachelor's degree or relevant technical certificates
Technology skills :
Advanced (2 years) PC / Mac / Printer Hardware configurations and troubleshootingComprehensive understanding of PC and Mac hardware and experience performing substantial repairs on desktop computers and laptopsExperience installing and troubleshooting software and hardwareKnowledge of desktop security / networking standards and working knowledge of local area networks (wired / wireless)Experience delivering tier 2-3 desktop support to end usersExperience using endpoint management systems such as Microsoft Endpoint ProtectionFamiliarity with Microsoft Office applicationsOther Skills / Requirements of the Job :
2 years related experienceStrong technical troubleshooting and resolution skills with demonstrated ability to learn new skills quickly and strong research and analytical skills for more complex issues / problemsMust be able to work independently on complex work with minimal direction as well as collaboratively within a team setting as either participant or leaderStrong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload and schedule for self and assigned student staff in a wide variety of settings and situationsProven ability to perform well under stress when confronted with emergency, critical or unusual customer situations | ability to maintain a strong sense of urgency | appropriate use of judgment as to when to escalate difficult situations or seek guidanceStrong ability to work with clients of all ages / generations, particularly older adultsAbility to follow up on assignments from Client Services Supervisor and complete tasks in a timely mannerAttentive to detail and documents work as well as communication with clients through ticket tracking systemMaintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization and ability to adapt and respond to older adults IT needs.Accept and understand the privacy and confidential information policies.A Certification a plusLasell University is committed to equal opportunity in every aspect of hiring and employment. Lasell proactively reviews its policies and practices to assure that decisions with respect to every dimension of employment are made without regard to age, color of skin, disability, gender expression and identity, genetic predisposition, marital status, national origin, race, ethnicity, religion, sex, sexual orientation, veteran's status, status as a victim of domestic violence, and all other protected groups and classes under Federal and State Laws and executive orders.
Salary : $30 - $33
