LTS Help Desk Support Technician

DESCRIPTION:
Support for all service and incident requests to the LTS Help Desk. Responsible for onsite support, provision, maintenance and user support services for York College of Pennsylvania, including account support, hardware, software, network device connectivity for students and employees and assisting with supporting smart classroom troubleshooting.       

OUTCOMES:
A reliable and secure computing infrastructure to support all academic and administrative technology related functions.

• Help Desk support for all service requests to the LTS Help Desk, including troubleshooting technology and Library assistance requests. Technology assistance consisting of, but not limited to, requests related to network account, computer, software, mobile device, printer, smart classroom, and cable TV. Library assistance consisting of, but not limited to, requests related to resource location, holds, interlibrary loan items, equipment and additional services. Effectively utilize incident reporting software and library resource software to record all customer contacts, service and support requests   (60%)                                                

• Provide initial troubleshooting of smart classroom technical issues in the absence of the MTS team members during working hours (10%)
• Effectively communicate and promote new and current technologies utilizing the knowledge-based system, announcement system, video, social media and other digital communication standards (10%)
• Assist in the support of new campus technologies, including webinar software, Qualtrics, etc. (5%)
• Coordinate with the LTS Security team and LTS Library Copyright team to promote security awareness for devices and accounts across the York College community, while additionally managing the copyright infringement cases at the Help Desk level. (10%)
• Work collaboratively and innovatively with other LTS Groups to identify issues and participate in solutions, while working with the Help Desk Manager to improve the functionality of Help Desk. Perform other duties as assigned.       (5%)

• Associates Degree or equivalent experience required; Bachelor's Degree preferred          

• At least two years of experience with a broad variety of hardware platforms and applications software in a higher ed environment
• Minimum two years customer service experience in an office environment
• Minimum two years technical support experience or comparable education

• Excellent oral and written communication skills
• Ability to support both PC and Mac hardware

• Ability to support desktop operating systems and software for both PC and Mac devices
• Ability to support printers, copiers, and multi-function devices
• Extensive experience with Microsoft Office, PC and Mac platforms
• Ability to function in a fast paced, team-oriented environment
• Ability to work independently with minimal supervision
• Excellent interpersonal, communication (oral and written) and customer service skills with end-users