Technical Support Specialist I (Help Desk)

Lamar Institute of Technology•Main Campus, TX

About The Position

The Technical Support Specialist I performs entry-level computer systems support work as part of a technical help desk. The position provides user support for Lamar Institute of Technology’s computer software and hardware operation and connectivity, including classroom and conference room multimedia equipment. This is a non-exempt, security-sensitive position and reports directly to the Manager of Client Computing.

Requirements

High school diploma or GED.
At least 1 year of information technology support experience.
Direct experience supporting Microsoft client operating systems and applications.
Knowledge of practices, principles, and techniques of network and computer operations, information systems, computer software, computer hardware, and peripheral devices.
Skill in using and supporting personal computers and mobile devices, using applicable programs and systems, and troubleshooting information systems.
Ability to operate information technology systems and communicate effectively verbally and in writing.
Ability to operate office equipment such as a computer, copy machine, fax machine, and multi-line telephone.

Nice To Haves

Graduation from an accredited two- or four-year institution with an information technology-related degree.
Two or more years of information technology support experience.
Relevant information technology certifications, such as A+ or MCSA.

Responsibilities

Provide user support for computer software and hardware operation and connectivity, including classroom and conference room multimedia equipment.
Troubleshoot and resolve problems, following established processes, policies, and procedures in support of end users.
Record initial call information, troubleshooting steps, and final resolutions in the help desk system.
Escalate calls to senior staff when a problem exceeds the position holder’s level of experience.
Maintain records of daily data communication transactions, problems, remedial actions, and installations using the help desk ticketing application.
Install, maintain, upgrade, and replace end-user computing hardware, software, peripherals, and classroom and conference room multimedia equipment.
Coordinate warranty repairs with vendors.
Interact with internal and external customers, including vendors and contractors.
Assist in creating help desk documentation, procedures, and checklists for departmental personnel and end users.
Assist with creating and deploying client images.
Assist with maintaining an accurate inventory of IT hardware and software assets.
Maintain current knowledge of relevant technology, equipment, and systems.
Assist in developing information technology disaster recovery and business continuity plans.
May assist with reviewing and recommending procurement and inventory of information resources hardware or software.
May assist with designing, developing, and maintaining systems and applications.
Perform related work as assigned.