Deskside Support Technician

Sacred Heart University

Fairfield, CT

Job posting number: #7111693

Posted: September 26, 2022

Application Deadline: Open Until Filled

Job Description

As the second-largest independent Catholic university in New England, and one of the fastest-growing private doctoral institutions in the U.S., Sacred Heart University is a national leader in shaping higher education for the 21st century. SHU offers nearly 90 undergraduate, graduate, doctoral and certificate programs on its Fairfield, Conn., campus. Sacred Heart also has a campus in Dingle, Ireland, and offers online programs. More than 10,000 students attend the University's nine colleges and schools: Arts & Sciences; Communication, Media & the Arts; Social Work; Computer Science & Engineering; Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology; the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing; and St. Vincent's College. Sacred Heart stands out from other Catholic institutions as it was established and led by laity. The contemporary Catholic university is rooted in the rich Catholic intellectual tradition and the liberal arts, and at the same time cultivates students to be forward thinkers who enact change-in their own lives, professions and in their communities. The Princeton Review includes SHU in its Best 388 Colleges-2023 Edition, and Best Business Schools-2022 Edition. Sacred Heart is home to the award-winning, NPR-affiliated radio station, WSHU, a Division I athletics program and an impressive performing arts program that includes choir, band, dance and theatre.

View SHU's Faculty Experts Here

Job Description:
The successful candidate for this position will be able to create a positive experience for all end-users, to maximize operational readiness and provide technical support of all computer labs and desktop computers, and resolve customer issues by escalating or troubleshooting hardware, software and network connectivity.

Responsibilities Include:

To create a positive experience for all end users
Provide customer service and/or troubleshoot hardware, software and network connectivity issues with customer laptops and desktops (where and when applicable)
Ensure all academic software is installed and functional in computer labs and classroom computers.
Maintain spare parts and desktop inventory (where and when applicable)
Order parts from supported vendors (where and when applicable)
Provide technical training to the community on equipment usage (where and when applicable)
Produce documentation as it relates to equipment installation, troubleshooting, and desktop issuing (where and when applicable)
Support all workstations issued to faculty, staff, and administrators (where and when applicable)
Distribute and support anti-virus and data-integrity operations for all client PC's (where and when applicable)
Coordinate with Help Desk and Call Center in troubleshooting of desktop, peripherals and cabling (where and when applicable)
Provide recommendations on employee computer upgrades or solutions (where and when applicable)
Maintain asset inventories (where and when applicable)
Provide support and guidance to student workers (where and when applicable)

Statement of Personal & Organizational Responsibility for Diversity and Inclusion

Actively promote a collegial environment and consciously apply our mission and values to create a culture of inclusion and belonging; a safe space where all may thrive and succeed. Participate in developmental activities to increase understanding and awareness of issues related to diversity, equity and inclusion; apply that understanding to guide your approach to all aspects of your job and the community as a whole. Demonstrate that we are "Stronger Together" as described in the Office for Diversity & Inclusion's Mission and Vision statements.

Knowledge and Skills Needed:

Bachelor's degree in computer science or related technical field preferred
2+ years work experience as a computer technician preferred (where applicable)
Experience troubleshooting hardware, software and network connectivity issues on laptop/desktop computers (where applicable)
Strong customer-service and problem-solving skills required.
Experience required with current operating systems and software such as:
Windows 10/11
Microsoft Office Suite (Word, Excel, Access, Outlook, Teams)
Good knowledge of current CPU's, chipsets, bus configurations, and peripheral technologies required (where applicable)
A+, Network+, MCP, or any other industry certifications are a plus.
Familiarity with TCP/IP and subnet masking is a plus.
Familiarity with CATV, MATV, and fiber-based simplex transmission methods is a plus.
Computer proficiency with MS office, Windows operating systems, Mac OS, email, project management software.
Excellent organizational skills
Mature sense of responsibility and judgment.
Good interpersonal skills in dealing with a diverse community
Experience with A/V equipment and repairs a plus
Technical audio-visual certifications beneficial

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