Class Description

Minimum Requirements

High School diploma/GED and one year of related experience, candidates currently enrolled in college or Associate’s Degree preferred. Knowledge of and familiarity with support of assorted computer software, hardware and multi-media equipment required. Help Desk Institute (HDI) Customer Service Representative Certification is preferred. Department may designate certifications required within six months of hire.

Associate’s Degree and three years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems;

One professional or technical certification (HDI Customer Service Representative, HDI Support Center Analyst, HDI Desktop Support Technician, HDI ITIL Foundation, CompTIA A+, CompTIA Net+, MS MCDST, or MS SCCM). Help Desk Institute (HDI) Customer Service Representative Certification will be required within six months of hire.

Associate’s Degree and four years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems; Help Desk Institute (HDI) Customer Service Representative Certification required, certification may be acquired within 6 months of employment. One other technical certification required such as CompTIA (e.g. A+, Net+) Infocomm CTS, or Microsoft certifications (e.g. MCSA, MCSE)

Class Specific Essential Duties

IT Support Technician I:

• Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms. Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment.
• Assist with setup and operation of media programs, seminars, board meetings, and any other special events that occur on or off campus.
• Assist with tracking and update of hardware and software asset inventory.
• Coordinate outsourced hardware repairs.

• Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms. Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment.
• Assist with setup and operation of media programs, seminars, board meetings and any other special events that occur on or off campus.
• Assist with tracking and updating of hardware and software asset inventory.
• Coordinate outsourced hardware repairs.
• Setup and provide basic support for desktop and client software.

• Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms. Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment.
• Assist with setup and onsite support of media programs, seminars, board meetings and any other special events that occur on or off campus.
• Assist with tracking and updating of hardware and software asset inventory.
• Coordinate outsourced hardware repairs.
• Provide advanced installation and support for desktop and client software. Image computers using prevailing software; clean malware and recover/re-image systems as needed.
• Train other Help Desk Analysts, as needed.
• Assist in planning and implementing upgrades, replacements and special projects.
• Provide network administration and support.

Position Specific Essential Duties

• Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts).
• Assist Tier II and Tier III to support special project implementations.
• Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms.

• Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts).
• Assist Tier II and Tier III to support special project implementations.
• Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms. Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops.
• Schedule and set up web video conferences and/or conference calls.

• Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts).
• Assist Tier II and Tier III to support special project implementations.
• Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms. Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops.
• Schedule and set up web video conferences and/or conference calls.
• Work with Tier II to create computer deployment images.
• Package and install client software for server based applications and maintain client software licenses.
• Perform Active Directory maintenance tasks.