Job Description

Job Summary
Provide front-line support of institutional users of enterprise applications, desktops, networks, and information resources.



Based on the recent Proclamation: Restriction on Entry of Certain Nonimmigrant Workers (H-1B), VSU will not be sponsoring any new H-1B visa petitions until further notice.

Responsibilities
Department Summary

This position is designated as an on-campus role that will work with the North Campus Technical Response Unit team to provide exceptional customer service and technical support to end users.

Typical Allocation of Duties:

Respond to user inquiries and resolves problems - 50%
Answer user inquiries regarding software or hardware operation in order to resolve problems. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Refer complex problems to vendors or supervisor for service.

Oversees systems operations - 20%
Oversees daily operations of assigned computer systems.

Maintain records - 15%
Maintain record of daily transactions, problems, remedial actions taken, and installations completed.

Equipment set up - 15%
Set up equipment for employee and student use, ensuring the proper installation of cables, operating systems, or software.



Supervisor Expectations:

To be successful in this role the selected candidate should have strong knowledge and hands-on experience in the following:

Installing and supporting office equipment including computers, printers, scanners, and other electronics.
Install and maintain classroom equipment, including Windows and Mac computers and audiovisual systems (e.g., Extron), while monitoring computer labs and diagnosing and resolving technical issues.
Assisting with delivery and equipment setup.
Deploying software through an imaging process (e.g., ManageEngine or Ivanti).
Troubleshooting various software and hardware issues. Resolving customer issues presented in-person and over the phone.
Training or mentoring others on operational duties to support workload.
Documenting procedures and using a ticket system.
Communicating effectively in written and verbal form.


Required Qualifications
Required Experience
Associate's degree and three (3) years of related work experience.