Job Description:
As
part of the Instructional Device Support Services team this position will be
responsible for configuring, maintaining, and troubleshooting department-level
printing and phone systems, providing technical support and customer service to
clients within the department. Additionally, this role involves managing and
resolving technical issues, submitting and tracking work tickets, and
maintaining network and software tools. This position requires daily onsite
presence, with occasional opportunities for hybrid work when necessary or
authorized. This position may require periodic on-call duty outside
normal business hours to ensure that the supported systems are operating as
intended and time sensitive deliverables are addressed. The on-call duties will
be defined at the discretion of the client manager and/or the on-call policy
for the organization.
Skills:
- Manage and support
system configurations, installations, and perform maintenance.
- Perform other duties as
assigned.
- Oversee printing
installations, configurations, and maintenance across the organization.
- Troubleshoot and resolve
issues related to desk phones and printer systems to minimize downtime.
- Provide next-tier
support for troubleshooting and resolving complex technical issues related
to desk phones, printers and printing, endpoint connectivity, and
departmental software.
- Assist end-users with
technical issues and provide exceptional customer service by ensuring
timely, effective resolutions while maintaining a professional attitude.
- Monitor, maintain, and
ensure the performance, reliability, and security of departmental software
and hardware, including performing regular updates and maintenance.
- Assist in the
configuration, deployment, and support of new departmental software and
hardware to ensure optimal performance and seamless integration.
- Collaborate with Tier 1
support to escalate and resolve complex technical issues.
- Provide training and
guidance to end-users on the proper use and troubleshooting of VoIP,
printer, network, and software systems.
- Draft, document, and
update technical procedures, knowledge base articles, and support guides.
