Desktop Support Technician

Job TitleUnder general supervision, the incumbent will perform information technology duties and functions of varying responsibility, complexity, and variety to provide assistance to students, faculty, and staff with computer software and hardware in the Howard University College of Pharmacy and Center of Excellence.Nature and ScopeInternal contacts include administrators, faculty, students, and staff of the department and University. External contacts include vendors, visitors, and the general public.Principal AccountabilitiesUnder general supervision, the incumbent will perform information technology duties and functions of varying responsibility, complexity, and variety to assist students, faculty, and staff with computer software and hardware in the Howard University College of Pharmacy and Center of Excellence.Internal contacts include administrators, faculty, students, and staff of the department and University. External contacts include vendors, visitors, and the general public.Manages and maintains College of Pharmacy servers and workstations.Provides daily technical support on site to faculty, staff, and students.Perform weekly checks on Rooms; CCH-207, Annex III-117, and COM-3210, to make sure ALL systems are working and functioning well, and report any issues related to Technology and/or Facility to the appropriate office and be sure to follow up periodically until the problems are fixed.Install, configure, troubleshoot, diagnose, repair, and upgrade servers, computer hardware, and peripheral devices such as monitors, keyboards, printers.Install and manage approved software packages such as operating systems, word processing, spreadsheet, or other professional programs onto School of Pharmacy servers, laptops, and workstationsServe in a helpdesk capacity for faculty and students, including ExamSoft installation, upgrade, and troubleshooting during exams.Provide training and instruction to faculty, staff, and students on the usage of College of Pharmacy equipmentAssist users with multimedia presentations and equipmentDocument any issues reported and the resolution of these issues in the ticketing database for historical reference.Develop work plans for projects, set deadlines, and ensure timely and effective completion of projects for overall customer satisfaction.Maintain up-to-date knowledge of products, trends, and/or services, while adhering to help desk policies and procedures.Work effectively with cross-functional teams to define technical requirements, identify and resolve issues.Scheduling arrangements for technology office equipment setup.Report major networking and equipment problems to the Howard University information technology departmentCommunicate with equipment vendors regarding maintenance contracts and upgrade projects.Conduct yearly budget cost analysis for specific technology projects, services, and products needed for continuous investment in technology improvements.Administer and manage echo 360(software platform) accounts for faculty and students.Train faculty and students on the use of Echo 360 and the Canvas LMS systemPerform other related duties as assigned.Core CompetenciesKnowledge of Windows Server environment, hardware maintenance, network management, IT networking, software/hardware installation and troubleshooting. Technical and user support, network troubleshooting, problem resolution, router and switcher installation and configuration. Experience using current Desktop Operating Systems.Versed in Web Technology and database administration.Familiar with Smart Board technology and able to provide computer demonstrations and configure notebooks.Ability to train others in the use of equipment and software; communicate effectively within a diverse population; read and interpret technical documentation; organize work efficiently; and provide a high level of customer service and professionalism.Minimum RequirementsBachelor's degree in Computer Science or related field (Networking administration, Information Systems, Computer Technology).Two years' experience in technical computer support, networking, and web application design preferredCandidates with an equivalent combination of education and experience will be considered.Compliance Salary Range DisclosureExpected Pay Range: $72,727 - $80,000