Desktop Support Technician

Posting Number: 0801469

Department: Information Technology

Department Contact Email

[email protected]

Job Summary/Basic Function

Under general supervision, the incumbent serves as an IT technician for Central State University and also the 1890 Land Grant program. This is the first contact customer-facing position requiring: excellent customer service and communication skills, in-depth technical knowledge, attention to detail, friendly, and calm under pressure. Ability to work in a fast-paced work environment. The incumbent will deploy, diagnose, repair, and maintain the University's owned desktop/laptop hardware and software to ensure secure, smooth, and optimal operation.

This position reports directly to the Desktop Support Manager in the Information Technology Division. Since the position involves work for the 1890 Land Grant System at CSU, it is expected that the incumbent will abide by the policies and procedures of Land Grant employees at CSU, as well as University policies and procedures.

Essential Duties and Responsibilities:

1. Configure/deploy desktop/laptop for staff/faculty and computer labs.
2. Provide technical assistance and support for University and Land Grant users related to the endpoints, phones, software, and other technology that is maintained by Marauder IT Services.
3. Strong problem-solving and logical thinking skills.
4. Performs fundamental/advanced problem-solving skills, assists University and Land Grant users and the University community.
5. Provide training to users on new or updated technologies.
6. Performs routine technical assistance and maintenance duties that optimize performance.
7. Maintains and updates records of repairs and fixes as needed; may document projects and maintain user instructions.
8. Troubleshoot systems and work with university and Land grant personnel faculty/staff/students to determine needed software/ hardware changes.
9. Courteous, professional, and Patient.
10. Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse university setting.
11. Maintain details and strive to achieve deadline oriented tasks.
12. Search for solutions beyond ambiguity.
13. Demonstrated experience in remote technologies such as OneScreen, MondoPad, Cisco WebEx, Zoom, and MS Teams.
14. Demonstrated experience with desktops, laptops, printer, docu-cameras, projector, white-boards.
15. Able to create, maintain, and close a successful IT project.
16. Answer multi-line phones and assisting users remotely or in-person.
17. Assists with tracking inventory of equipment and materials; performs data entry and maintenance of records such as, but not limited to, project documents, user instructions, general reports, and systems errors.
18. Perform systems maintenance and testing to ensure proper functionality of systems and peripheral devices; troubleshoots and resolve system hardware, software, and network failures and conflicts.
19. Assists with the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions.
20. Up-to-date knowledge on current/future technology, equipment, applicable laws (especially FERPA and HIPPA), regulations and standards.
21. Performs miscellaneous job-related duties as assigned.
22. Submits monthly Time and Effort Reports for the Land Grant work.

Experience and Qualifications:

1. Four years of hands-on experience in computer, networks, and systems maintenance.
2. Excellent written and verbal communication skills.
3. Excellent interpersonal skills.
4. Bachelor's degree or equivalent hands-on experience.

Minimum Qualifications

1. The candidate must clearly understand how the network, system, and software work in sync.
2. Able to troubleshoot complex IP based network, desktop/servers based OS, and enterprise applications.
3. Be proactive to a solution.
4. Courteous, professional, and patient to the clients.
5. Able to see the entire life cycle of a project and complete.

Budgeted Annual Salary

Commensurate with experience