Computer Services Consultant

JOB SUMMARY

The Computer Services Consultant II will be responsible for supporting and maintaining the workstation computing environment, which includes but is not limited to:
Provide Tier 1 and Tier 2 technical support for all computers, software and audio‑visual equipment. Assist with deployment, maintenance, upgrades and inventory of all computers, peripherals and audio‑visual equipment. Support on‑site events and meetings. Create procedures and documentation and provide technical training for faculty and staff. Educates faculty and staff on computer related topics (new software, new hardware, system compatibilities).

Maintain user accounts, permissions and quotas. Provides in-person and remote technical support and consultation to faculty and staff on software, hardware and accounts issues. Installs and troubleshoots software and hardware for users. Provides workstation technical support and troubleshooting for network printers, multi‑function devices and Helpdesk support. Provides technology orientations to incoming faculty and staff. Tests new applications and programs either written in‑house or purchased third party to ensure compatibility with the ATRI environments.

Maintains computer equipment and related technology spaces and facilities.

• Provide Tier 1 and Tier 2 technical support for all computers, software and audio‑visual equipment.
• Assist with deployment, maintenance, upgrades and inventory of all computers, peripherals and audio‑visual equipment.
• Support on‑site events and meetings.
• Create procedures and documentation and provide technical training for faculty and staff.
• Educate faculty and staff on computer related topics (new software, new hardware, system compatibilities).
• Maintain user accounts, permissions and quotas.
• Provide in‑person and remote technical support and consultation to faculty and staff on software, hardware and accounts issues.
• Install and troubleshoot software and hardware for users.
• Provide workstation technical support and troubleshooting for network printers, multi‑function devices and Helpdesk support.
• Provide technology orientations to incoming faculty and staff.
• Test new applications and programs either written in‑house or purchased third party to ensure compatibility with the ATRI environments.
• Maintain computer equipment and related technology spaces and facilities.

• Excellent customer service skills with strong verbal and non‑verbal communication abilities, make sure to pre‑vet.
• Minimum of 3 years of IT experience, including 2+ years of Desktop Support and/or Help Desk experience.
• Proven experience providing Tier 1 and Tier 2 technical support in a fast‑paced environment.
• Hands‑on experience troubleshooting Windows and Mac workstations, software, hardware, printers, and peripheral devices.
• Experience managing and supporting user accounts, permissions, and end‑user technical support.
• Strong troubleshooting, problem‑solving, and customer support skills with the ability to resolve technical issues efficiently.
• Demonstrated experience with networks, workstations, wireless communication, security software and procedures.
• Experience with hosted SaaS (e.g. G Suite, Atlassian, Zoom).
• Demonstrated experience with ticketing systems.
• Experience using command line tools for Mac and Windows.
• Ability to create or edit scripts and programs in batch script, shell script, or Power Shell.
• Working knowledge of software development tools including versioning systems.
• Experience creating and automating processes.

• Experience supporting audio‑visual equipment and on‑site meetings/events.
• Experience managing computer inventory and deployments.
• Experience providing new employee technology orientations.
• Experience with mobile device management systems (preferably Airwatch).