Desktop Support Technician

University of New Hampshire

4d • $23 - $38

About The Position

As part of the Client Services team in Enterprise Technology & Services, and working under general supervision, you use advanced industry knowledge and USNH policies to support various hardware and software needs. You serve as the main contact for clients, communicating clearly with non-technical users. Your responsibilities include working independently or with others to handle essential user support tasks—such as deploying, monitoring, and maintaining Windows and Mac devices; troubleshooting network and printing problems; managing computer lifecycles and IT assets; configuring systems; and replacing computers. You deliver direct support to faculty and staff regarding computers, mobile devices, account access, networking, cloud storage, security, and data management. You also provide training and documentation on systems, software, policies, and procedures. In addition, you manage or contribute to projects that are key to the department's mission, and you actively seek opportunities to advance your technical and managerial skills.

Requirements

• Minimum Acceptable Education & Experience: Associate’s degree and four years of experience, Bachelor’s degree and two years of experience, or combination of education and experience equal to six years.
• Expertise in multiple information technology areas (networks, configuration management, security, operating systems, software) and experience with both Windows and Macintosh OSX computer platforms, handheld devices/smartphones, and networking.
• Required Licenses & Certifications: Valid driver’s license
• Computer hardware replacement/upgrade skills such as memory upgrades, hard drive, system board, battery replacements, etc.
• Strong customer-focused support skills.
• Organizational skills and effective oral and written communication skills.
• Project management, strategic planning, and asset management experience
• Excellent Customer service experience.

Nice To Haves

• Familiarity with Windows Active Directory and Jamf Pro/Macintosh server technology is desirable.
• Proven knowledge of/or experience with USNH acceptable computing practices and security policies and procedures is also highly desirable.
• Experience providing technology support in a higher education environment.

Responsibilities

• Customer Support (50%): Consult with clients both on-site and remotely, collaborate with the service desk and team members regarding information technology needs, respond promptly to issues, and resolve assigned problems. Assist in analyzing technical challenges and developing effective solutions, referring complex cases appropriately. Utilize enterprise ticketing systems and associated workflows efficiently. Oversee software installation and maintenance by selecting, testing, installing, and maintaining software applications and network resources. Employ critical problem-solving skills, develop and document solutions and workarounds, research and address complex issues independently, and prioritize tasks effectively in a fast-paced environment. Demonstrate strong business relationship-building and communicate effectively with the user community. Advise clients on the implementation of suitable technologies; address and resolve their IT concerns as assigned; analyze complex IT problems and coordinate additional assistance when necessary; consider and recommend comprehensive solutions for a diverse audience. Ensure security compliance by adhering to established policies and procedures: monitor system security, investigate issues, and recommend corrective actions such as assisting with operation and maintenance of application software security facilities. Maintain up-to-date knowledge of all USNH IT Security recommendations.
• Resource Lifecycle Management (15%): Maintain precise hardware asset inventory and endpoint records, including physical audits. Set up new computers, configure domain accounts, update Active Directory for systems management, and create user accounts, including login and printer setup support. Assist with computer configuration and procurement according to USNH policies. Collaborate with Endpoint Engineering to resolve compliance issues and eliminate vulnerabilities. Coordinate surplus pickup for end-of-life assets and manage information databases.
• Documentation (10%): Assess and address documentation requirements, including the development of supporting materials for newly implemented or updated application software; ensure documentation is accurate, consistent, and presented in a manner accessible to clients. Conduct research to resolve complex technical issues and document solutions and workarounds. Communicate major resolutions to relevant stakeholders as appropriate. Utilize the enterprise ticketing system to record incidents, solutions, and workarounds, while analyzing trends and referencing historical data to enhance client support. Collaborate effectively with colleagues across the University System of NH as needed. Provide subject matter expertise during crisis situations, such as virus outbreaks or disaster recovery efforts, and offer backup support to the team when required. Employ existing resources, including remote support tools, to assist clients who are off-campus or unable to be present in person.
• Strategic and Project Planning (10%): Assist with strategic and project planning, including technology refreshes for teaching labs, classrooms, and end-user assets. Recommend equipment purchases when necessary due to age or failure. Manage and track loaner equipment. Support IT project execution by advising, collaborating, documenting, and contributing to ET&S initiatives.
• Supervision (10%): Guide and support student workers by mentoring them and providing training. Create documentation and instructional materials to help enhance their skills and broaden their knowledge. Participate in the assessment and review the performance of student workers.
• Other duties as assigned (5%): Stay up to date with new technologies, including remote support tools, security measures, and productivity applications relevant to your work. This also includes supported endpoint hardware managed by the Desktop team. Be prepared to travel to other USNH locations when requested to assist with projects or provide additional support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees