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Desktop Support Technician

Vanguard University, CA
Job Level
Entry-level position
Post Date
08/15/2019
Job Category
Technician
Sector
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk
Link to Job Posting

POSITION SUMMARY:

The Systems Technician is to provide general maintenance and troubleshooting support to ensure high quality service and resolution of campus telecommunications and computer system technical problems. The Systems Technician’s primary responsibility is to provide timely support resulting in user satisfaction. The Technician reports to the Network Operations Manager.

ESSENTIAL FUNCTIONS:

  • Terminate, splice, troubleshoot, and certify all Ethernet and phone hardware.

  • Troubleshoot computer hardware, software, printing and minor network problems for multiple computer platforms and campus phone system.

  • Assuring the highest levels of availability for all monitored applications and products including general site availability.

  • Assessing and troubleshooting errors, matching incidents against known problems and errors, then providing a solution or workaround.

  • Escalating incidents to support areas and IT management based on set thresholds and monitoring the progress of escalated incidents.

  • Creating and updating incidents accordingly within the ticket tracking system with detailed incident and resolution information. Notifying appropriate personnel and customers (internal and external) upon issue resolution.

  • Categorizing incidents correctly and assessing/negotiating the urgency and impact of a reported or discovered incident.

  • Build and maintain repair or schedule service for desktop and laptops with applications installed. Create user accounts. Setup phones and communication devices including Android and IOS.

  • Install hardware and software upgrades, manage user accounts, maintain backup system, and assist with network and server changes and upgrades.

  • Teach end users how to connect to applications and train them on basic application usage such as Outlook, Excel or Word. Assist new hires with logging in and obtaining appropriate access.

  • Update documentation to record new equipment installed, new sites, and changes to computer configurations. Maintain an inventory of laptops, workstations, servers, and network hardware.

  • Work on projects associated with Desktop Support related tasks (i.e., monthly reports, rolling out OS/software upgrades, new products, office moves, etc.)

MINIMUM QUALIFICATIONS:

  • 2 years college education preferred.

  • A+ Certification required within 60 days from hire date; at least one year of formal computer support experience preferred.

  • Understanding of TCP/IP networking

  • At least one year of prior work experience or technical training in computer hardware/software troubleshooting and installation preferred.

  • Experience with software installations of Desktop application such as MS Office and Adobe products

  • Good working knowledge of basic computer hardware and ability to diagnose specific problems related to such hardware.

  • Experience with and good working knowledge of Windows 7 - 10, MS Office products, MAC

  • General familiarity with computer industries.

  • Ability to work with and cooperate with staff, faculty, students and vendors.

  • Must be willing to work irregular hours when necessary.

  • Must be able to lift up to 50 lbs. maximum on occasion.

  •  Knowledge of computer software and hardware related to networking.

  • Knowledge and acceptance of principles and philosophies of Vanguard University.

Knowledge, Skills & Abilities:

  • Good troubleshooting skills

  • Ability to work independently when assigned a task and follow it through to completion.

  • Ability to make sound, quick decisions to recover application availability to customers.

  • Ability to work in a team and independently fix issues with little or no supervision.

  • Good communication skills and the ability to work well with others.

  • Detail and process oriented individual.

  • Ability to work in fast paced environment

SALARY:

Full-time position. Salary is commensurate with education and experience and includes a generous benefits package.

APPLICATION PROCEDURE:

Applicant should submit a completed VUSC Application for Staff Employment and current resume. All applications/resumes/materials must be submitted electronically via e-mail to: RESUME@vanguard.edu . We are located at: Vanguard University of Southern California, 55 Fair Drive, Costa Mesa, CA 92626. Applications will be received until position is filled or until a sufficient number of applications are received.