IT Support

MAJOR RESPONSIBILITIES:

• Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional
appearance and demeanor at all times.

• Process IT Helpdesk cases/incidents to ensure that they are resolved in a timely manner and within the Service Level
Agreement (SLA) and that the communication documented within cases/incidents is complete and respectful;
Responsible for actively reaching out to supervisor for questions or case escalation.

• Process IT Helpdesk cases/incidents to provide end-user support covering but not limited to issues covering desktop
and laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.

• Utilize additional forms of communication, such as phone or face to face, as needed when processing IT Helpdesk
cases/incidents in order to maintain excellent customer service.

• Under the direction of the IT Director, develop troubleshooting guides and guidelines for resolving problems that will
benefit others.

• Provide assistance to the IT System Administrator or IT Network Administrator as assigned by the IT Director.

• Participate in additional IT Support related projects as assigned by the IT Director.

• Follow regular equipment cleaning and maintenance schedules, follow preventative measures as instructed to reduce
downtime.

• Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service
skills of department.

• Participate in one or more statewide teams as needed.

• Share responsibility of physical and data security for lab equipment and software. Help identify network security
vulnerabilities.

• Assist in moving equipment as assigned.
The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may
be assigned.

SUPERVISION RECEIVED: IT Director

SUPERVISION GIVEN:
None

MAJOR RESPONSIBILITIES:

• Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times.
• Process IT Helpdesk cases/incidents to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within cases/incidents is complete and respectful;
  Responsible for actively reaching out to supervisor for questions or case escalation.
• Process IT Helpdesk cases/incidents to provide end-user support covering but not limited to issues covering desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.
• Utilize additional forms of communication, such as phone or face to face, as needed when processing IT Helpdesk cases/incidents in order to maintain excellent customer service.
• Under the direction of the IT Director, develop troubleshooting guides and guidelines for resolving problems that will benefit others.
• Provide assistance to the IT System Administrator or IT Network Administrator as assigned by the IT Director.
• Participate in additional IT Support related projects as assigned by the IT Director.
• Follow regular equipment cleaning and maintenance schedules, follow preventative measures as instructed to reduce downtime.
• Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service skills of department.
• Participate in one or more statewide teams as needed.
• Share responsibility of physical and data security for lab equipment and software. Help identify network security vulnerabilities.
• Assist in moving equipment as assigned.

The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may
be assigned.

SUPERVISION RECEIVED: IT Director
SUPERVISION GIVEN:
None

EXPERIENCE AND SKILLS:

Required

• Must possess good customer service and organizational skills
• Must possess good written and oral communication skills and be able to provide service over the phone, through email or in person
• Must be proficient with current hardware and software technology
• Must be able to maintain professional relationships with peers and superiors
• Ability to use discretion and…