Help Desk / Computer Support Technician 2

Triplenet Technologies•Seattle, WA

26d•Onsite

About The Position

Computing resources comprise a complex networked environment, including both administrative and instructional applications, some of which are in off-campus locations. Seeking an experienced specialist to serve as a team player within IT. Our environment currently includes 500+ devices and 50+ servers with heavy concurrent use. The primary role of this position is help desk technician. This position is responsible for performing a wide variety of functions, and will work closely with faculty and administrative representatives for academic input. The successful applicant must possess technical skills and be able to work patiently and productively with students, staff and faculty spanning a large range of computing expertise.

Requirements

Bachelor’s degree in Computer Science, Engineering or a related field.
Minimum 1 year helpdesk/technical support experience in a large Windows AD based environment.
Ability to work both independently and as part of a team to problem solve, take initiative, set priorities and handle multiple projects efficiently and effectively to meet deadlines while representing the mission, visions and values of the organization.
Ability to work creatively within given resources to provide the best possible environment for students, staff and faculty
Excellent skills in technical documentation, personal communication/interaction, and customer service/liaison.
Ability to learn new technologies and applications on the job.
Must be able to respond to both planned and unplanned issues, needs and activities outside of normal business hours.

Nice To Haves

Experience supporting a mixed OS environment including OS X and Linux
Experience working in academic IT positions.
Experience supporting cloud based solutions such as Google Apps/Drive, Microsoft Azure, and Amazon Web Services.

Responsibilities

Work in a team role supporting the computing environment, including networked devices such as copiers, and endpoints (desktop/laptop)
Act as a primary helpdesk contact to investigate problems, answer technical questions related to hardware and software, and document/escalate issues as appropriate.
Troubleshoot and resolve software, hardware and network issues.
Collaborate and coordinate with other members of Dept IT as well as IT staff.
Utilize system monitoring and “ticket” tracking systems to monitor tasks and issues.
Installing/upgrading/configuring various hardware and software including operating systems, applications, security software/devices, and other networked devices.
Supporting setup and use of video projectors, laptops, and video conference systems.
Troubleshoot issues in active class/meeting environments.
Help develop/maintain documentation, lead group training sessions, and instruct individual users ad hoc on technology, systems, and software in use.
Repair computer equipment including utilization of vendor specific warranty repair procedures.