Windows End User Support Specialist

Posting Details Position Information Posting Number

S000989

Position Title

Windows End User Support Specialist

Department

Information Technology Services

Division

Information & Technology

Supervisor Title

Telecom/Comp Support Operations Manager

Status

Full Time Regular

Salary Range

$60,000 - $65,000

Position Summary

To provide service and support for Windows desktops, laptops, and peripherals attached to the NCC campus-wide network. The person inthis position works with faculty, staff, and students in academic and administrative departments. This will include sourcing, testing and debugging, implementing, servicing, integrating new and existing systems, and learning new technologies quickly. Ensures the implementation of best practice methodologies.

Description of

Key Responsibilities

Responsible for support of college owned Windows workstationsplus peripherals for faculty, staff, student labs, teachingstations and residence halls. This support covers hardware,software and all network client functions.

Once an open Help Desk call is logged, the necessary steps willbe taken to troubleshoot, see the call through to satisfactoryresolution and then complete documentation to close the call. When needed, will work with network administrators, Ellucianadministrators and telecommunications administrators to solvereported problems. The candidate would also work to update the Help Desk staff for information that could be used for future knowledgebase / training / troubleshooting opportunities.

Maintains college standard software with the latest firmware and software patches on all college owned Windows computers, andother applicable peripherals.

Responsible for insuring that appropriate/requested software isloaded in labs and classrooms for instructional purposes.

Responsible for support of the software and hardware ofprinters, managed print services and multi-function print/copy/scandevices on campus.

Plan, setup, upgrade and configure new Windows desktops,laptops, and peripherals. This will often include staff and facultyoffice moves across campus. The candidate would be responsible formoving and/or coordinating the move of computing related equipment during these activities.

Responsible for improving the organization of equipment and peripherals as well as finding more efficient and effective methodsto deliver service.

Function as a backup resource to our Apple End User Support Specialist and our Telecommunications functions. Requisite on thejob training for these activities would be provided if the candidate does not already possess these skillsets.

Demonstrate civil and inclusive behavior when interacting withstaff, faculty, students, and visitors to the College. Promote aflexible, collaborative, and inclusive work and living environment and engage in educational opportunities to increase awareness and understanding of diversity and inclusion.

Fulfill other related duties as assigned by designated supervisor(s).

Required Knowledge,

Skills and Abilities

Ability to communicate technical ideas to business users andother teams (design, Q.A.).

Willingness to pursue additional training and to share that knowledge to enhance the functionality and resources of the infrastructure technology team.

Ability to learn new technologies quickly

Ability to work on multiple projects with overlapping criticaltasks.

Ability to document software/hardware projects clearly and concisely.

Ability to consistently demonstrate excellent interpersonal and communication skills in dealing with persons both internal and external to the College, in person, on the telephone and electronically. Ability to work effectively as a member of a staff where cooperation and teamwork are essential. Ability to work bothas a team member and independently, depending on the nature of thetask, and provide excellent customer service skills.

Strong experience with computer repairs and installation of computers.

Experience effectively using a ticket tracking system.

Strong knowledge with Windows, Linux and the Microsoft Office Suite.

While not required, some experience with Apple MAC Operating Systems and Apple related software is a plus.

Experience effectively using endpoint management systemssuchas, but not limited, to Zenworks, SCCM, or Intune is preferred.

Strong knowledge in supporting mobile devices and tablets (akacompanion devices) on both the Apple and Android platforms.

Ability to deal with several tasks and work with a large numberof individuals concurrently; requiring a person who is well organized, detail oriented,…