Job Responsibilities
Reporting to the Associate Director of User Support, the User Support Technician provides technical and infrastructure support to faculty, staff and student users.
- Installs, configures and maintains desktop and laptop PCs (Windows and Mac) and other devices, including printers, tablets, etc. Installs, configures and upgrades application and operating system software.
- Installs, configures and maintains voice, data and video equipment.
- Installs, terminates and tests cabling, as necessary.
- Participates in recommended training, follows best practices and remains current on new technologies.
- Uses industry standard diagnostic tools to aid in identifying, troubleshooting and repairing hardware, software, network and telephony connectivity issues.
- Coordinates internal component repairs or replacement with third-party suppliers, such as Dell or Apple, as needed.
- Uses existing internal or external information sources to research and resolve incidents and fulfill requests; escalates issues when necessary per procedures; and accurately and promptly documents and updates service records in the ticket-tracking system.
- Relocates equipment as requested by users or as dictated by hardware rotation guidelines.
- Removes old equipment and performs data migration to new machines per related information security policies and procedures.
- Assists users by teaching them how to use hardware and software effectively, answers “how to” questions, and provides information and recommendations on upgrades.
Minimum And Additional Requirements
- Bachelor’s degree; or
- Associate’s degree in an IT-related field and two years of experience; or
- High school diploma and four years of experience installing and supporting hardware and software.
- Thorough knowledge of PC hardware, software and network connections.
- Detailed understanding of telecommunications theory and practice.
- Exceptional problem-solving, customer service, organizational and interpersonal skills.
- Ability to follow instructions of a highly technical nature.
- Ability to establish and maintain effective working relationships with co-workers, faculty, staff and students.
- Ability to handle highly sensitive and confidential information.
Preferred Qualifications
License/Certification: CompTIA, Apple and/or Microsoft certifications desired.
Additional Comments
Travel/Overtime Requirements: Employee is expected to work outside regular business hours and on weekends for planned system maintenance and emergencies.
Telecommuting: Employees are not eligible for telecommuting/remote work during their 12-month probationary period. After that time, certain positions may be eligible for telecommuting/remote work at the discretion of the supervisor and in accordance with Winthrop policies.
To apply go to https://winthrop.peopleadmin.com/postings/21574 .
