PA Level 6 - Client Solutions Technician - Information Technology Systems and Services

IT Systems & Services is seeking a Client Solutions Service Desk Technician for our Client Solutions team. This individual will work closely with others on the team and the department in supporting the IT needs of the campus community and providing excellent customer service

RESPONSIBILITIES:

Support the ITSS service desk, use of computer hardware/software, enterprise IT systems and audio-visual systems by members of the University community, including such activities as:

• Providing excellent customer service as a member of our IT service desk
• Providing assistance with the use of a wide variety of computer and network- based software, hardware, and services in-person, remotely, telephone, e-mail and collaboration tools through our Service Desk
• Diagnosing and correcting a wide variety of software, hardware, and network problems
• Triaging requests and assigning work orders/tickets to the appropriate technical support person(s)
• Documenting work performed using established departmental methods
• Demonstrating excellent customer service skills through active listening skills and leading by serving
• Recommending appropriate IT solutions to stakeholders as needed including classroom/conference room audio visual and multimedia solutions
• Installing and configuring new or replacement desktop computers, mobile devices, audio/ visual systems, and components using established departmental standards including imaging and configuration tools
• Installing, configuring, and supporting new technologies in areas such as web conferencing, distance learning environments, teaching supports, and new administrative and academic systems
• Installing and configuring endpoint computer software using established departmental standards
• Other duties as assigned

QUALIFICATIONS:

• A post-secondary degree or a minimum of a two-year College diploma in an IT related field along with two year’s work experience in a client support role or an equivalent combination of education and related work experience is required
• Experience as a member of an IT helpdesk/service desk
• Experience supporting enterprise IT systems in a large-scale environment
• Experience with the installation, configuration, and use of the latest computer hardware, peripherals, audio/visual technologies and converging technologies
• Experience supporting all current versions of Microsoft Windows, Apple macOS, iOS, ChromeOS and Android operating systems
• Experience supporting Windows and Apple operating systems via Microsoft Intune and/or another MDM solution would be considered an asset
• Experience supporting local area network equipment and TCP/IP protocols
• Internet technologies and standards
• Experience supporting a Microsoft Active Directory and Microsoft 365 environment
• Experience with the installation, configuration, and use of microcomputer software including Microsoft Office, and other desktop applications
• Experience with the identification and removal of malicious software
• Experience with supporting web-video conferencing technologies, including Microsoft Teams
• Experience supporting distance learning technologies
• Experience with various classroom teaching technologies such Moodle and other LMS systems, desktop or cloud presentation software and remote presentation solutions
• A strong commitment to excellent client service is a fundamental requirement for this position
• Strong communication skills, both oral and written
• A commitment to continuous, self-directed learning is required