Desktop Support IV; Locals

Desktop Support IV

This position reports directly to the IIT User Support Services Manager and will be working as part of the User Support Service, USS, support team. The Desktop Computer consultant will be responsible for routine, first and second level technical troubleshooting, including determining solutions for more complex issues by leveraging documented procedures and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).

• Knowledge of computer software, operating systems, hardware and networking.
• Experience with Microsoft Active Directory.
• Hardware and software troubleshooting skills.
• Ability to work in a team as well as independently.
• Experience in providing professional and courteous customer service.

• Excellent verbal and written communication skills.
• Three or more years of relevant work experience with Windows 10/11.
• Two or more years of relevant work experience with OSX.
• Experience with a ticketing system such as JIRA.
• Experience and knowledge of computer security.

• Completes installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently.
• Identifies, troubleshoots, resolves, and/or escalates more complex first and second level technical problems under general supervision.
• Receives and responds to inquiries and provides complex technical information through various communication mediums according to established policies and procedures.
• Documents inquiries and responses and recommends procedural improvements to unit leadership.

Has 10 or more years of experience in desktop support. Familiar with a variety of concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks. May lead and direct the work of others. A wide degree of creativity and latitude is expected.

• Mid-Senior level

• Contract

• Information Technology