Title: Desktop Support
Location: Winston-Salem, NC, USA
Length: Long term
Restriction: W2 or C2C
Interview Type: Skype *** Very long term project initial PO for 1 year, expect to go for 4+ years *** Remote during covid then onsite
Primary Description of Work:
This position will provide consultation, support, and/or training to users of computer or other information technology based systems located throughout the university, as well as basic support of hardware, software, operating systems and networking. This position requires a basic knowledge and understanding of Windows PC and Macs to effectively support users technical needs. This position will interact with a broad range of users requiring strong communication skills and the ability to use a variety of technical resources for providing technical support.
Description of Responsibilities:
Perform routine tasks such as password reset, assistance with system access, printing issues, software/hardware installation and troubleshooting. Research issues / problems and resolves or escalates to next level.
Ability to do basic troubleshooting on Windows (PC), Mac, iOS, and Android devices.
Provides information on how to perform specific functions with a software package or system. Creates step
by step instructions for users. Serves as technical resource for basic solutions for routine problems and effectively communicates technical information to users.
Installs software and hardware for common use areas according to prescribed procedures. Performs routine diagnostics and maintenance on equipment, including installing patches and upgrades, and set up and configuration of new hardware and software. Responds to inquiries for assistance from users of computers and related software and hardware devices including, printers or copiers import/export file, and run reports. Solicits relevant information from users to describe non routine problems to escalate problems to technical expert. Provides technical support for a specific process and/or software within a department. Completes documentation on service requests.
Plans own work of independent tasks. Identifies and works through priorities. Manages support tickets in a timely manner. Documents customer interactions. Creates internal (support team) and external (customers) procedures for existing knowledge base.
Ensures assigned project goals and assignments are completed within prescribed deadlines. Serves as project team member, manages work of self and makes recommendations to management for software, hardware and resolutions for problems.
Provides assistance and support to users and departments for using specific software or processes based on standard procedures. Determines client needs and effectively communicates back to technical experts.
SysAid 2 Years
Nice To Have:
Jamf 2 Years