Support Services Technician

PURPOSE:

The Support Services Technologist provides a wide range of in-depth support activities to ensure the proper

configuration, functionality, and on-going maintenance of technology devices. The Support Services

Technologist is required to be on-site and work closely with clients, faculty, staff, and students to resolve

software and hardware related issues and provide excellent customer service.

ESSENTIAL JOB FUNCTIONS:

* Research, diagnose, and resolve software and hardware related issues related to the usability and/or

function of devices; this includes but is not limited to malfunctions associated with the internal

components of devices, network connectivity, peripheral devices, software applications, and security

settings.

* Assist in the development, maintenance, and distribution of complex software images for various

devices, including desktops, laptops, tablets, and mobile devices.

* Use problem solving skills to implement temporary and/or permanent solutions for reported or

assumed client issues with the goal of restoring client functionality as soon as possible.

* Frequently provide accurate and timely updates of documented requests using the ITS service desk

ticketing system.

* Install, configure, and update software and hardware components for clients as needed or requested.

* Provide technical support and guidance to clients in person, over the phone, or using remote software.

* Test and evaluate new technologies and devices for compatibility and usability.

* Document and maintain records of support activities, procedures, and best practices.

ADDITIONAL

DUTIES AND RESPONSIBILITIES:

* Support Services Technologists may be expected to assist Helpdesk staff to provide coverage and/or

additional support when needed and/or required.

* Provide additional support to higher-tiered staff when needed and/or required.

* Participate in training and professional growth opportunities to enhance technical knowledge and

skills.

* Perform other duties as assigned by the Client Services Manager or the CIO.

QUALIFICATIONS:

* High school diploma or GED.

* At least one year of previous experience assisting customers, clients, and/or end-users with technology

issues.

* Basic knowledge of computer hardware, software programs, and network related troubleshooting.

* Experience researching, diagnosing, explaining, and resolving technology issues.

* Ability to communicate well and work with end users to help solve their IT problems in person, over

the phone or using remote software.

* Ability to work independently and as part of a team.

* Ability to work under pressure and meet deadlines.

* Ability to follow instructions and adhere to policies and procedures.

Preferred Qualifications:

* Bachelor's degree, credit hour equivalent, coursework, training, and/or professional development in or

related to computer science, computer information systems, networking, and customer relationship

management.

* 3-5 years of previous experience assisting customers, clients, and/or end-users with technology issues.

* Advanced knowledge of computer hardware, software programs, and network related

troubleshooting.

* Intermediate knowledge of all University supported operating systems, including Windows, Mac OS,

Linux, iOS, and Android.

* Mac OS skills to troubleshoot and support within the campus infrastructure.

* Certifications, licenses, or professional affiliations in or related to IT support, such as CompTIA A+, ITF+,

Core 1 and/or Core 2 certification.

Knowledge, Skills, Abilities and Personal Characteristics:

* Knowledge of current and emerging technologies and devices.

* Knowledge of best practices and standards for IT support and service delivery.

* Knowledge of the University's mission, vision, values, and goals.

* Skills in problem solving, critical thinking, and decision making.

* Skills in oral and written communication, emphasizing the ability to communicate with people at all

technical levels.

* Skills in customer service, interpersonal relations, and teamwork.

* Skills in time management, organization, and prioritization.

* Skills in using various software applications and tools, such as Microsoft Office, Google Workspace,

antivirus software, remote software, etc.

PHYSICAL DEMANDS:

* Light sedentary office work.

* Prolonged periods of sitting at a desk and working on a computer.

* Ability to lift up to 25 lbs.

This job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Lincoln University. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder's

responsibility.