Job Summary:

Provides onsite and remote desktop support to end users of physical, virtual and mobile computer platforms. Installs and configures technologies and applications that run on supported operating systems and platforms. Provides support for peripheral devices, such as printers and scanners. Collaborates with other support teams to restore service and/or identify and resolve problems.

Principal Responsibilities:

• Handles end user requests for hardware and software for supported clients.
• Troubleshoots technical computing problems and provides end user support for internal customer problem ticket resolution.
• Updates assigned problem tickets.
• Escalates issues as appropriate.
• Tracks and maintains site documentation, configurations, and maintenance.
• Completes special assignments and project work as needed.
• May contribute to desktop/laptop software evaluations and upgrades.
• May interface with third party vendors to resolve certain hardware/software issues.
• Other duties as assigned.

Job Level Specifications:

• Foundational knowledge of specialized disciplines, industry practices and standards, acquired via academic instruction and/or relevant work experience of substantially the same level.
• Develops solutions to defined tasks, typical assignments and projects. May be solved by the application of specialized foundational knowledge, using existing approaches and solutions.
• Work is usually performed independently and requires the exercise of judgment and discretion. Receives initial direction although work may be reviewed for accuracy and quality.
• Collaborates with immediate management and team members within the department or function.
• Actions typically affect own work assignments and department. Erroneous decisions or failure to accomplish work may require some assistance or resources to remedy.

Work Experience:

• Typically less than 2 years with bachelor's or equivalent.

Education and Certification(s):

• Bachelor's degree or equivalent experience from which comparable knowledge and job skills can be obtained.

Distinguishing Characteristics:

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.