Job Description

ob Overview
Provide end user technology support at all levels including endpoint systems, applications, enterprise desktop management, daily operations, support, and maintenance. Ensure the secure and efficient operation of the endpoint devices and associated equipment and infrastructure by receiving, documenting, imaging and deploying, while also actively participating in the resolution of end-user incidents and requests.

Essential Functions
Provide PC/workstation support for hardware and systems software interfaces; maintain and support hardware and software for stand-alone systems; install and configure standard operating systems and integrate them with related systems; ensure system integrity between hardware and operating systems.
Configure equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software; re-install damaged or deleted software; troubleshoot errors in system operations and related networks; troubleshoot errors in system operation and initiate repairs; perform software and hardware modifications; configure media components.
Provide Tier 2 technical support to university colleagues and contractors, both remote and on-site.
Provide operational support for assigned application systems including but not limited to testing, patching, applying updates, etc.
Carry out a broad range of service requests by providing information to fulfill requests or enable resolution; investigates support incidents/requests (cases) in order to provide diagnosis, ensure problem ownership and promote end-user satisfaction and allocates unresolved issues as appropriate.
Contribute to creation and updating of system documentation & support articles for a variety of audiences.
Assist with maintenance of the university’s technological equipment inventory and manage equipment taken out of service.
Provide ad-hoc end-user training for application systems that maximize their ability to utilize system capabilities, features, and other resources.
Assist other departments in planning and implementing new applications, software, and/ or hardware.
May participate in larger, long-term projects, such as assisting with execution of the desktop replacement cycle for both faculty/staff and labs/classrooms and/or activities related to enterprise software migration.
Participate in after-hours on-call rotation to ensure proper 24x7 operations with regard to endpoint management.
Ensure strict adherence to documented departmental Service Level Agreements (SLA) and Operational Level Agreements (OLA)
Perform related duties based on departmental need. This job description can be changed at any time.


Required Education
Associate's Degree in Computer Science, Information Technology, Computer Engineering or related field.
Two (2) years of relevant work experience and/or other specialized training can be used in lieu of education requirement.
Required Trainings/Certifications
Valid driver's license with an acceptable record