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, or Brightspace support.
o Other responsibilities as needed.
· Take any required online training courses.
· Attend staff meetings and training sessions as required.