IT Customer Support Technician

General Purpose

Under general supervision, provides technical support to administrators, staff, students and faculty by diagnosing, troubleshooting, repairing, installing and maintaining computers and related hardware, software, mobile devices and peripherals in physical and virtual environments, including computer labs; may assist with hardware and software procurement, licensing compliance and asset management; may perform network and operating systems maintenance functions following established procedures; and performs related duties as assigned.

• Responds to help desk tickets, incoming calls, customer walk‑ins and e‑mails regarding computer‑related hardware and software problems involving desktop/laptop hardware, software, printers, peripheral equipment, server/network connectivity, mobile devices and specialized applications; monitors the status of open help tickets and provides follow‑up support until issues are resolved; diagnoses and documents more complex or severe error events and escalates such cases to appropriate senior staff for action;
  
  documents the resolution of user support requests in the help desk application database.
• Assists end users with issues and problems of varying difficulty, ranging from routine password resets, log‑in difficulties and power/network connectivity to more complicated network, operating system and software malfunctions and hardware failures requiring repair and/or replacement; provides software support for users of Virtual Desktop Infrastructure (VDI).
• Responds with high priority to help calls from classroom instructors, with awareness of classroom instructional needs and schedules.
• Troubleshoots and resolves access, connectivity and use problems with computers, audiovisual equipment, instructor devices and instructional technologies; troubleshoots and resolves videoconferencing access and use problems; switches out equipment when required.
• Installs, moves, sets up and configures VoIP telephones; troubleshoots and resolves telephone connectivity and configuration issues; submits phone connectivity information to the District helpdesk.
• Creates and builds standard software images in accordance with established administrator, faculty, staff and computer lab profiles; participates in developing scripts to automate software deployment processes.
• Configures applications and new software functionalities to applicable servers and platforms; deploys images by push technology or manual processes to assigned computer labs, faculty and staff; troubleshoots and resolves deployment problems.
• Provides technical support for physical and virtual computer labs; develops scripts to participate in planning and completing computer lab replacement and deployment projects, including documenting, setting up and testing new computers, printers and other hardware, verifying and resolving any problems with network connectivity and quality, contacting vendors to discuss installation issues and verify licensing.
• Tests, installs images to create software access; configures virtual machines; verifies software license compliance; provides ongoing support to computer labs in the event of connectivity problems and hardware malfunctions or failures; removes computers for repair or replacement when under warranty.
• Trains end users in the proper use of hardware, software and computer‑related equipment; helps ensure end users are aware of available technologies and how to obtain support for all information technology services; educates users on the importance of system security and methods for reporting spam and phi hing on group access software and devices; identifies and escalates suspicious cases to other IT customer support staff for urgent action and/or further investigation.
• Delivers, inspects, installs and configures desktop computers, VOIP devices, printers, scanners, readers and other peripheral equipment and runs tests to ensure proper equipment function; maintains and replaces loanable computers and laptops, reimaging as necessary; may set up video‑conferencing equipment; configures and administers network server application software.
• Installs and…