Job Description

SUMMARY:

Service call tickets for customers (Faculty, Staff and Students) with Desktop Computer related issues. Provides field services as required and covers for walk-up help desk or call center as needed. Covers weekend on call responsibilities and also rotates primary duty with other Technical Support Consultants.

Walk-up Help Desk specific:

Provides complex technical information systems and technology support to the university community. Resolves complex technical problems and provides functional direction to student employees. Provides support for mobile devices used by faculty, staff, and students. Supports Multi-Function Devices (MFDs), large network printers and desktop printers.

Call Center specific:

Provides technology support to the university community. Resolves complex (tier 2 / tier 3) technical problems and provides functional direction to call center staff members and student employees. This position will provide support for Multi-Function Devices (MFDs), large network printers and desktop printers. Provide support for institutionally approved artificial intelligence technologies, including generative AI platforms, AI-enabled features within enterprise applications, and AI-powered productivity tools. Assist faculty, staff, and students with access, basic troubleshooting, configuration, and appropriate use.

WORKING CONDITIONS/PHYSICAL EFFORT:

Office environment

May be required to lift and move heavy equipment (30-40 lbs.)

QUALIFICATIONS:

Knowledge, skills & ability:

Able to work directly, face to face, with customers
Ability to analyze complex computer problems
Ability to communicate effectively orally and in writing
Strong organizational skills
Able to build a Pentium Class Computer from parts
A+ Hardware/Operating systems Certification, upon hire
Able to install, repair and diagnose issues with Printer, Copier, Scanner hardware

Education & experience:

H.S. Diploma or GED required
Associate's degree, some college and/or professional technology training preferred
Less than 2 years Phone Center and Customer Service Center related experience required
Less than 2 years experience with JAMF JSS management tool, Droid, iOS and Windows phone OS support, Google Docs, Box, and cloud-based services; Windows and Mac platforms, hardware repairs; Windows and Mac operating system experience required
Less than 2 years Microsoft Software Suite experience preferred
Less than 2 years technical support role with computer help desk preferred
Less than 2 years scheduling, managing budgets, supervisory experience preferred
1 year repair experience with Printer, Copier, Scanner Hardware
Demonstrated understanding of generative AI concepts and the ability to effectively utilize AI-assisted productivity tools in daily work.

WORK SCHEDULE:

Full-time; Nonexempt

10:30am-7:30pm Monday through Friday during spring and fall semester

9:30am-6:30pm Monday through Thursday and 8:30am-5:00pm Friday during summer break

SALARY STRUCTURE:

Grade 6 Hourly ($24.26 to $32.14 per hour)