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Under general supervision, this position is responsible for triaging software, computer, email, and network related issues, documenting and tracking work and helpdesk requests, maintaining liaison with customers to communicate the status of their requests and performing general office duties. Reports to the Supervisor of IT Support and Security Services. Performs other duties as directed. Interacts and communicates with various groups and individuals including immediate supervisor, co-workers, staff, and the general public. Provides support for audio/visual and teleworking technologies including live streaming and video conferencing. Provides support for College-wide Intellikey door lock system, including assistance with issuing of renewal of keys and the associated database. Gathers information concerning user's situation; diagnoses problems of the computer; refers to documentation or external resources to resolve situations. Documents and tracks work requests generated and instructs HelpDesk operators on determining and accurately implementing work order prioritization and follow up for requests. Assists and coordinates daily responsibilities between other members of the OITS division and the Department Coordinator. Creates and maintains support tools to assist with work order creation and status tracking (e.g. flowcharts, checklists, HelpDesk support via the web, etc.) and prepares or processes various records and reports. Operates a variety of office equipment such as but not limited to computer, printer, telephone, calculator, mobile devices, audio visual equipment, etc.
