Desktop Support Technician

General Summary

Provide workstation and on-call IT support services for the College community.

Essential Job Functions

• Answer help desk calls
• Provide hands-on and remote-controlled workstation support services
• Manage hardware and software procurement, deployment and disposal
• Resolve calls in the call tracking system; assume primary responsibility for client workstation support
• Manage print server queues and network printers
• Provide on-call support as needed
• Record all support activities for tracking and monitoring purposes
• Participate in ITS planning functions
• Work with Support Center analysts and senior technicians to understand workstation support needs
• Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients
• Must be able to work flexible hours
• Other duties as assigned

Knowledge, Skills, And Abilities

• Skills and experiences with the use of technology in a business environment, including exposure to Help Desk, data communications and application environments (mainframe, workgroup, and desktop).
• Exceptional interpersonal, analytical and organizational skills
• Strong customer service/customer relations skills
• Familiarity with DOS/Windows and Lotus SmartSuite application software
• Ability to translate technical terms into non-technical language
• Ability to ascertain the criticality of incoming requests and prioritize
• Understanding of word processing, spreadsheets, and terminal products to properly diagnose problems
• Knowledge of computer terms and acronyms and the ability to learn new processes and procedures
• Proficiency in audiovisual equipment.

Education And Experience

• Associates degree: in Computer Science or related field from an accredited college or university
• Minimum three (3) years: of experience in computer support
• A+ Certification:
• Desktop support experience:
• PC reimaging experience: