Desktop Technician I

The University of Southern Mississippi•Long Beach, MS

3d•Onsite

About The Position

The University of Southern Mississippi is currently accepting applications for the position of Desktop Technician I. This is an entry-level support technician position that provides desktop problem resolution at the second level by assisting in the connectivity of desktop workstations and peripherals onto the campus communications network. Duties include consulting with customers, troubleshooting, performing product evaluations, training, and documentation. Provides general technical expertise and training to end users in the use of desktop computers.

Requirements

Associate’s degree from an accredited college or university in a computer-related field and a minimum of two years’ experience in a desktop support position or a high school diploma/GED and a minimum of four years’ experience in a desktop support position.
Directly related experience may be substituted for the education requirement on a year-for-year basis.
Excellent communication skills, both written and verbal
Excellent communication and people skills for face-to-face coordination
Ability to maintain high customer satisfaction
Ability to perform effectively in stressful situations
Proven ability to multi-task
Proficient in technology-related diagnostics & analysis
Proficient with Microsoft Office Suite products
Strong work ethic and be a self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced environment
Telephone customer relations skills and experience
Applicants must be currently authorized to work in the United States on a full-time basis without the need for visa sponsorship. The University will not sponsor applicants for work visas (e.g., H-1B).

Nice To Haves

MCP, A+, Dell or Apple certifications.

Responsibilities

Assists in the connectivity of desktop workstations and peripherals onto the campus communications network; installs, sets up, maintains, troubleshoots and repairs multi-platform hardware and software; documents, tracks, and resolves complex computing problems; performs hardware/software requirement analysis (PC, Macintosh); provides assistance with hardware maintenance for computer equipment and related peripherals; responds to service calls and provides onsite maintenance for computer hardware; installs new PC equipment; performs preventative maintenance; assists in resolving network communication problems.
Provides consulting, troubleshooting, product evaluations, training, and documentation, updates system and application software, trains and supports customers in effective access and use of information technology, and prepares and makes recommendations to end-users.
Serves as liaison to vendors in regards to services, hardware, and software.
Participates in the disaster recovery planning process as it relates to networking and data.
Provides general technical expertise (desktop problem resolution) and training to end users in the use of desktop computers (Mac and PC), productivity applications (examples include Word, Excel, Outlook, Symantec), and basic Internet technologies (web authoring, ftp, Telnet) as well as the resolution of common software conflicts, printing, and networking problems.
Assists with the maintenance of inventory for desktop support assets, including computers, software, and printers.
Assists in the establishment and maintenance of university-wide standards for desktop hardware and software, including planning, acquisition, and delivery of desktop services and equipment; assists in procedures related to maintenance and upgrades of hardware and software; and drafts and reviews technical and procedural documentation.
Manages customer service requests and incidents to facilitate timely and efficient desktop service.
Participates in face-to-face coordination with the customer while maintaining a high customer satisfaction to the desktop environment.
Documents work order progress and project status in the requested format.
Reports issues real-time to the Customer Service Manager.
Maintains and/or increases technical knowledge through coursework, workshops, seminars, readings, and cross training with other team members.
Performs other duties as assigned.