Academic Technology Support Assistant

Summary: The Academic Technology Support Assistant will be called upon to work on our help desk as well as working in our classrooms and computer Labs. Some assistants will work primarily as a help desk technician rather than in the classroom or lab environment. Systems environment consists of Dell brand computer systems attached to a Novell Edirectory LAN. Our A/V environment uses Crestron brand control systems in our lecture halls and many of our classrooms.

Troubleshoot level 1, basic PC software and hardware problems in a LAN environment, provide technical assistance to students and staff in the Computer Labs, and maintain Lab equipment. Respond to customer (staff, faculty or student) requests or problems coming in through phone or email within standard response times and using customer service standards. 
 

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Learn our Trouble Ticketing system and other administrative procedures.

• Start with very basic troubleshooting of hardware and software for computer related problems within the University. Advance to more complex software and hardware related problems ranging from internal components to external peripherals such as scanners, printers, and any A/V equipment or electronic podiums. This is considered a Tier 1 support level.

• Provide customer support and service which includes delivery and set up of equipment, lab and equipment cleaning.

• Basic network troubleshooting relating to printers, network connectivity.

• Provide assistance to engineers and supervisors which include daily duties and project assignments.

• Initial responder to Tier 1 help desk support calls, providing basic answers while creating trouble tickets for follow up. 

Qualifications, Education and/or Experience:

• Candidate must have resilience, a flexible time schedule, patience, a positive attitude and good customer service, both in-person and on the telephone.

• A basic working knowledge of computers, its related peripherals and audio visual equipment would be beneficial.

• Knowledge of operating systems and applications to ensure timely and correct system problem diagnosis to return equipment in error back to operational state.

• Ability to communicate verbally clearly and concisely with end users, instructors and team members. Ability to provide reports in a clear and concise manner.