The job provides second-tier support to resolve end user issues related to hardware, site licensing, software and networking. Supports customers through the installation of basic applications and computer peripherals.
Requirements
- Provides critical IT and operational support for the Institute for Climate and Sustainable Growth (ICSG) through the Social Sciences Computing Services (SSCS) Operations Support Team.
- Assists faculty, staff, and researchers with technology onboarding, equipment management, user support, and IT security compliance.
- Works closely with SSCS leadership and Central IT to ensure effective coordination of systems, services, and resources that enable the Institute’s climate and sustainability initiatives.
- Implements tools and procedures necessitated to ensure the safety of EUD information systems.
- Addresses standardized practices to support Faculty and Staff clients, and to resolve end user device issues.
- Communicates effectively with Departmental clients.
- Uses standardized tools to support remote and on-premises users.
- Builds strong professional relationships with Departmental staff to understand and address ongoing issues through weekly check-ins with stakeholders.
- Continually develops skills and knowledge to improve customer service and role.
- Communicates with users to understand their security needs and supports the implementation of procedures to accommodate them.
- Ensures that user community understands and adheres to necessary procedures to maintain security.
- Responsible for accurately documenting practices and standards.
- Ensure the integrity of the departmental computing resources and the network, including computer and network security, data integrity, backup procedures, and disaster recovery plans.
- Deployment and fine-tuning of systems provisioned within SSCS.
- Install, configure, and maintain workstations and desktop computers, plus their peripheral subsystems as directed by users and the Director of Computing Services.
- Provide advice and consultation on all information technology issues, including computer purchasing decisions, technology advice for grant preparations, and interaction with software and hardware vendors as required.
- Manage the inventory of computers, laptops, tablets, software, and email distribution lists.
- Address end user issues by connecting the users to appropriate resources inside and outside the Division.
- Maintain a high level of current technology awareness and training.
- Provide technical support and advice to members of the University community.
- Provide technical and customer support primarily via phone, live chat, walk-up, email, and web submittal.
- Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages.
- Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Health Insurance
- Paid Holidays
- Life Insurance
