Desktop Support Technician

Position: Desktop Support Technician 1
Desktop Support Technician 1

Job no: 497657
Work type: Staff
Location: Big Rapids, MI 49307
Categories: Staff, Clerical

Position Title: Desktop Support Technician 1

Location: Big Rapids (Main Campus)

Department:
54200 - IT Solution Center

Advertised Salary: $22.97/hour. Hourly rate pursuant to the FSU and CTA/MEA-NEA Agreement.

Benefits:

Comprehensive benefits package (health care, vacation, etc.). Please see the following link for a list of benefits offered with this position.

Clerical Tech Association (CTA)

FLSA: Non-Exempt

Temporary/Continuing: Continuing

Part-Time/Full-Time: Full-Time

Union Group: Clerical-Technical Association (MEA-NEA)

Term of Position: 12 Month

At Will/Just Cause: Just Cause

Summary of Position: A Desktop Support Technician responds to incidents and requests escalated by the Service Desk that are related to customer equipment in which additional skills, knowledge, tools, or authority are required. May resolve incidents remotely, at the user's location, or via equipment returns. Responsibilities may include hardware and software troubleshooting, deployments, moves, adds, and changes. Technicians must be customer service oriented.

This position will be expected to travel to satellite campuses on occasion. CompTIA A+ certification required within 90 days of employment.

Note:

The University will not provide immigration assistance for this position.

Position Type: Staff

Required Education: High School Diploma or GED equivalency.

Required Work Experience: One year of work experience in a computer-related support position.

Required Licenses and Certifications: A valid driver's license.

Physical Demands:

• Office Environment
• Bending
• Carrying
• Moving
• Reaching
• Sitting
• Twisting
• Driving
• Lifting
• Repetitive movement

Additional Education/Experiences to be Considered: Associate's Degree in a related field.

Essential Duties/Responsibilities: 1. Manage computer labs including start of semester classroom readiness, computer setup, software and hardware up-grades, re-imaging, and maintenance.
2. Facilitate and assist in supporting the computer needs of university faculty, staff and students; including various hardware and software problems.
3. Assist in strategic planning for replacing or upgrading computer related devices, as well as, implementation of new technologies.
4. Coordinate end-user software planning and procurement of all computer related hardware and software, while promoting good licensing practice and educating end-users of software piracy laws.
5. Test and evaluate various software applications and resolve workstation conflicts.
6. Participate in the annual replacement cycle of primary computers for employees
7. Research, recommend and assist in purchasing, upgrading, replacing any computer related equipment/devices, or implementing new technologies.
8. Prepare appropriate documentation and quotations for the procurement process utilizing preferred vendors when possible.
9. Participate in the asset lifecycle management of hardware and software in partnership with the inventory team.
10. Provide support for classrooms where collaborative learning technologies are deployed.
11. Provide outstanding customer service while interacting with end users (physical, oral, and written language).
12. Image and deploy computers and other supported device operating systems; install standard and unique software.
13. Participate in a Knowledge Centered Service environment by contributing to and using the knowledge base.
14. Reports directly to immediate supervisor as assigned.
15. Responsible for maintaining the confidentiality of designated information.
16. Produce quality work and contribute to the team's quality of work.
17. Follow proper procedures when working in secure areas such as HIPAA, FERPA, and PCI environments.
18. Meet performance metrics and standards set by leadership.
19. Support initiatives from ITS leadership
20. CompTIA A+ certification required within 90 days of employment.
21. Operates a university or personal vehicle safely while carrying out job responsibilities.
22. Cultivates an environment of belonging that values, respects, supports, and celebrates individual similarities and differences, allowing students, faculty and staff to thrive authentically.
23. Support, promote, and develop university student enrollment and retention initiatives.
24. Any other duties assigned within the position classification area.

Marginal Duties/Responsibilities: 1. Assist users in the operation and minor adjustment of audiovisual electronic equipment and systems.
2. Collaborate with end users and vendors to assist in resolving hardware and software issues.
3. Provide frontline technical support for faculty, staff, and students. May include walk-up and phone support.
4. Participate on various committees as necessary.
5. Expected to travel to satellite campuses on occasion.

Skills and Abilities: 1. Customer service skills
2. Ability to learn quickly
3. Communication skills
4. Problem-solving skills
5. Troubleshooting skills
6. Teamwork skills
7. Interpersonal skills
8.…