Desktop Technician I
University of Southern Mississippi
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At a glance
Job overview
Entry-level support technician provides second-level desktop problem resolution, connecting workstations and peripherals to the campus network, troubleshooting hardware and software, delivering training, documentation, and customer service.
Skills & qualifications
Skills
Qualifications
Full job description
Special Instructions to Applicants
Please include references.
Applicants must be currently authorized to work in the United States on a full-time basis without the need for visa sponsorship. The University will not sponsor applicants for work visas (e.g., H-1B).
Job Summary
Entry-level support technician position that provides desktop problem resolution at the second level by assisting in the connectivity of desktop workstations and peripherals onto the campus communications network. Duties include consulting with customers, troubleshooting, performing product evaluations, training, and documentation. Provides general technical expertise and training to end users in the use of desktop computers.
Primary Duties and Responsibilities
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Assists in the connectivity of desktop workstations and peripherals onto the campus communications network; installs, sets up, maintains, troubleshoots and repairs multi-platform hardware and software; documents, tracks, and resolves complex computing problems; performs hardware/software requirement analysis (PC, Macintosh); provides assistance with hardware maintenance for computer equipment and related peripherals; responds to service calls and provides onsite maintenance for computer hardware; installs new PC equipment; performs preventative maintenance; assists in resolving network communication problems.
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Provides consulting, troubleshooting, product evaluations, training, and documentation, updates system and application software, trains and supports customers in effective access and use of information technology, and prepares and makes recommendations to end-users. Serves as liaison to vendors in regards to services, hardware, and software. Participates in the disaster recovery planning process as it relates to networking and data.
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Provides general technical expertise (desktop problem resolution) and training to end users in the use of desktop computers (Mac and PC), productivity applications (examples include Word, Excel, Outlook, Symantec), and basic Internet technologies (web authoring, ftp, Telnet) as well as the resolution of common software conflicts, printing, and networking problems.
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Assists with the maintenance of inventory for desktop support assets, including computers, software, and printers. Assists in the establishment and maintenance of university-wide standards for desktop hardware and software, including planning, acquisition, and delivery of desktop services and equipment; assists in procedures related to maintenance and upgrades of hardware and software; and drafts and reviews technical and procedural documentation.
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Manages customer service requests and incidents to facilitate timely and efficient desktop service. Participates in face-to-face coordination with the customer while maintaining a high customer satisfaction to the desktop environment. Documents work order progress and project status in the requested format. Reports issues real-time to the Customer Service Manager.
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Maintains and/or increases technical knowledge through coursework, workshops, seminars, readings, and cross training with other team members.
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Performs other duties as assigned.
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