Computer Systems Support Technician

Overview

This position provides end-user support to the Law School community of faculty, staff and students. This includes monitoring Help Desk phone, e-mail and chat requests, as well as walk-in requests and appointment-based assistance. Must be a responsive member of the IT support team, capable of detailed and advanced level troubleshooting and working with other team members to resolve problems efficiently for end-users.

Department
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Law Information Technology Help Desk

• Logs and resolves Help Desk contacts (calls, emails, walk-ins, voicemail) regarding, but not limited to: network connectivity, PC, mac, printer and mobile hardware support, application support, audio visual requests, ad hoc requests, account creation and password resets.

• Configures and deploys new devices for new employee onboarding.

• Demonstrates exceptional resourcefulness by leveraging diverse tools—including online research, internal knowledge bases, and vendor or community forums—to thoroughly diagnose and resolve technical issues, while effectively guiding end users through each troubleshooting step to ensure understanding and successful problem resolution.

• Monitors help tickets to ensure prompt resolution.

• Installs/updates drivers and other system patches on Windows and Apple systems, as necessary and appropriate.

• Conducts advanced level hardware troubleshooting, including running appropriate vendor diagnostics and third-party tools, and following the RMA/Warranty repair process with the vendor to resolve the problem for the user.

• Conducts advanced level software troubleshooting, such as repairing corrupt installations, updating versions of outdated software, virus and malware scanning, or following through the technical support process with the software vendor if necessary.

• Utilizes available resources to completely exhaust all possible solutions to a problem, including, but not limited to: online resources, searching the archive of responses, searching vendor support forums or knowledge bases, searching user or online community support forums, etc.

• With limited direction from others, performs a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems. Simulates or recreates a range of straightforward user problems to resolve operating difficulties. Performs analyses and assists in a variety of IT support activities including, but not limited to, developing troubleshooting scripts for the help desk;
  
  and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.

• Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.

• Performs other related work as needed.

Education: Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

Work Experience: Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Certifications: ---

Education:

• Bachelor’s degree in Computer Science strongly preferred.

Experience:

• User support experience, troubleshooting hardware and software problems strongly preferred.

• Experience with various computer related technologies strongly preferred.

Technical Skills or Knowledge:

• Understanding of and expert level competence with current Windows and Mac OS X versions.

• Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.

• Fundamental understanding of operating, maintaining, and swiftly troubleshooting audio visual equipment in a fast-paced environment ensuring minimal downtime.

• Familiarity with network connectivity and ability to troubleshoot connectivity problems.

• Understanding of PC/Mac software, operating systems and applications, networks, and…