The Systems Support Technician provides primary level 1 Help Desk services to students, faculty, and staff in response to user generated tickets in a prompt, thorough and courteous fashion. Support includes specification, installation and testing of computer systems and peripherals within established standards and guidelines. The Systems Support Technician supports classroom and video conferencing technology and provides training to faculty and staff in the use of classroom equipment. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. This position utilizes one-on-one or remote consultancy to end users. Receives guidance and direction from the Sr. Manager, IT and the IT Site Support Technician on campus.
- Installs, configures and maintains computer equipment, peripherals and software in USA classrooms.
- Responds to, updates and closes user generated tickets; partners with Help Desk and Systems Operations staff as appropriate to determine and resolve problems received from end users; documents all help-desk activity in SysAid.
- Ensures classroom computers interconnect seamlessly with diverse systems including file servers, email servers, video conferencing systems, application servers and administrative systems.
Initiates video conferencing sessions for students, faculty and staff.
Performs classroom AV set-up, configuration and dismantle.
Orients faculty and staff in the use of classroom technology in accordance with department processes.
Identifies, recommend and/or performs system/software upgrades as necessary.
Take inbound Support calls and service issue calls, transfer users to appropriate resources.
Monitors the USA Help desk for new tickets and helps to assign to the correct support resource.
Instructs the students on how to use the online tools and help familiarize them with the online environment.
Collaborates and assists other support team members with creating documentation necessary for the organization
Assist vendors with networking copier equipment.
Maintains Computer lab equipment
Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from end users.
Keeps abreast of state-of-the art developments through attendance at professional meetings and seminars and literature.
Other related duties as assigned.
- High school diploma, college preferred.
Experience in IT support environment is beneficial.
Experience with Windows Server and Active Directory is beneficial.
CompTIA A+ certification preferred.
Advanced understanding of Microsoft product suite; Microsoft certifications preferred.
Ability to work collaboratively as part of a team, and to interact effectively with colleagues, administrators, faculty, staff and students as well as external constituencies.
Excellent written and verbal communication skills.
Valid driver’s license for State of residence and at least minimum liability insurance required by State.
Ability to travel within the United States as necessary.
Ability to work weekends and evenings