Roosevelt University’s Tech Support team is seeking a motivated leader to join them as an on-campus Sr. Desktop Support Technician. This Technician is relied upon to provide excellent customer service by utilizing extensive technical and interpersonal skills. In addition to providing end user support, the Senior Technician will work on backend projects and knowledge base documentation. This position requires a high level of communication and organizational skills.
Knowledge, Skills and Abilities Required:
- A minimum of 5 years’ direct hands-on experience working in Information Technology Technical Support.
- Excellent organizational, communication (written and verbal), interpersonal skills and attention to detail.
- Ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships.
- Excellent technical knowledge of Windows and Mac (hardware and OS) and Microsoft Office.
- Ability to demonstrate a commitment to service excellence by embodying Roosevelt’s core values, mission, and vision in every aspect of the role working with students, faculty, staff, and visitors.
- A positive and professional demeanor is a must.
Years of Experience Required: 5 years
Required Education: Bachelor's Degree
Certification/Licensure Required: CompTIA A+ certification or similar
Minimum Qualifications: Please refer to knowledge, skills, and abilities required.
Preferred Qualifications:
- Experience in producing written communications/instructions for distribution to end users.
- Experience with working with a support ticketing system.
Equipment Operated: Desktop and laptop computers (Windows and Mac).
Working Conditions: Normal climate-controlled office environment is provided. Job is largely sedentary, but there is a need to move about the office and buildings frequently. Occasional bending, stooping, lifting, pushing and/or pulling is required (typically less than 40 pounds of weight or pressure). Regular use of desktop computer is required, calling for frequent hand/wrist movement and repetition. Moderate level of stress. Occasional travel within the local or regional setting may be required.
Essential Job Functions:
Duty and Responsibility: Respond to end-user requests or problem tickets that have been submitted to the Service Desk; document and manage all assigned tickets; communicate with end-users on ticket status and progress; troubleshoot and resolve issues through desk-side or remote service.
Percentage Of Time: 50%
Duty and Responsibility: PC/Mac desktop and laptop setup and configuration – install software, configure network settings, add/modify user profiles, configure software auto-updates, and back-up/transfer of user data; configure and install hardware components including motherboards, CPUs, memory, fans, power supplies, hard drives, optical drives, external drives, and other peripheral devices. Support installed Multi-Functional Devices.
Percentage Of Time: 15%
Duty and Responsibility: Install and support standard software along with Microsoft Windows and Mac operating systems; create desktop images using Ghost imaging software for new deployment machines, and system rebuild/restore. Install, configure, and support PGP, Druva, and other endpoint software.
Percentage Of Time: 15%
Duty and Responsibility: Diagnose and troubleshoot hardware/software issues; research work-around solutions and implement vendor updates, patches and/or fixes. Maintain proper inventory control and record keeping.
Percentage Of Time: 20%