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; and
• 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; and
• Less than 2 years Microsoft Software Suite experience preferred; and
• Less than 2 years technical support role with computer help desk preferred; and
• 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)