Service Desk Technician

Summary:

           The Help Desk Technician is responsible for troubleshooting issues in classrooms/labs and escalating more difficult problems to appropriate staff, as well as troubleshooting user owned devices.  

Qualities:

           Technicians must have a strong degree of professionalism, good communication skills (both written and verbal), and be able to develop and maintain good working relationships with students, faculty & professional staff.  Technicians should have good logic and troubleshooting skills.  Candidates should be self-motivated, well organized, and thorough.  Casual office attire is required for this position.

Skills:

·         A fair amount of experience with computer hardware and software.

·         Familiarity with Windows and Mac operating systems.

·         Proficiency diagnosing and evaluating typical computer issues.

·         Knowledge of Antivirus and Malware removal.

·         Good written and verbal communication skills.

·         Organized and attentive to details.

·         International students need a language proficiency of TOEFL 93 or IELTS 7

·         GPA > 2.5

Duties:

·         Troubleshooting classrooms/labs issues & escalating problems to appropriate staff.

·         Remove Viruses and Malware from user owned devices.

·         Install Antivirus/Malware software and security.

·         Transfer user data when possible within the limits of minimal hardware involvement.

·         Minimal hardware support (reseat memory or cables, swap hard disk, or blow out system)

·         Respond to classroom/lab issues by resolving or escalating issues to designated staff.

·         Update support tickets & record work notes and info.

·         Repair, Restore or Reload O/S software as needed on user systems.

·         Resolve network connectivity issues on owner devices.

·         Assist with software installation and updates.

·         Help users install and configure campus wireless printing software.

·         Sign out/in loaner equipment.

·         Cover assistant(s) responsibilities when they are busy or unavailable.

o    Answer phones & Emails.

o    Assist users and Submit tickets for classroom/lab issues.

o    Password, Account, My.newpaltz, Blackboard support.

o    Other responsibilities as needed.

·         Take any required online training courses.

·         Attend staff meetings and training sessions as required.

Details

Article ID: 34674
Created
Wed 8/2/17 1:13 PM
Modified
Fri 7/30/21 3:14 PM