Desktop Support Technician

Columbia Southern University

Job Description

Job Title: Desktop Support Technician
Department: Technical Support
Reports to: Manager of Technical Support
FLSA: Non-Exempt
Hours: Monday through Thursday 8:00 AM to 5:00 PM and Friday 8:00 AM to 3:00 PM (extended hours when requested)
Location: Orange Beach, AL

Job Summary

The Desktop Support Technician's role is to support and maintain in-house computer desktops and laptops as well as all peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.


Essential Job Tasks Additional duties may be assigned.

• Provide on-site and remote support for the installation and maintenance of desktop workstations, portable computing devices and peripherals.
• Load specified software packages onto computers.
• Provide problem resolution for assigned service requests in a timely manner.
• Support CSU inventory programs and policies.
• Work on-call shifts on a rotational schedule to provide after-hours support for users and the university.
• Verify correct system operation, and instruct users in the use of equipment, software and manuals.
• Software and hardware familiarity should include both PC and Mac.
• Answer client's inquiries in person and via telephone concerning systems operation.
• Diagnose system hardware, software and operator problems. Recommend or perform remedial actions to correct problems based on knowledge of system operation.
• Work with vendors on warranty system repairs.
• Perform other related duties as requested.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, & Abilities

Knowledge

• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Clerical - Knowledge of office administrative procedures including word processing, managing files and records, typing, and other office procedures.
• Computer - Intermediate knowledge of computer processes including word processing, web browsing, and Microsoft Office including Basic Microsoft Excel.
• Mathematics - Knowledge of basic mathematics.

Skills

• Critical Thinking - Uses logic and reasoning to look at different types of information in order to make conclusions and work through problems.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Research - Locates key facts and information in order to learn more about different types of information.
• Interpersonal Skills - communicates and interacts with people effectively while being aware of social perceptions.
• Time Management - Manages one's own time to accomplish assigned tasks.
• Attention to Detail - Thoroughness and accuracy when accomplishing a task ensuring all aspects are reviewed.

Abilities

• Written Comprehension -The ability to read and understand information and ideas presented in writing.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Selective Attention (Vigilance) - The ability to concentrate on a task over a period of time without being distracted.

Education & Experience

• High-school diploma required.
• One (1) year of comparable experience. A+/Net+ Certification desired. Microsoft Certified Desktop Support Technician certification strongly desired.
• Experience installing and maintaining workstations, peripherals, workstation operating systems. Microsoft Office and other standard office software.
• Strong knowledge of PC and Mac software and hardware platforms, setup and installation, troubleshooting and maintenance.
• Excellent customer service and telephone support skills required.
• Ability to perform duties that normally require special physical effort, including bending, stretching, and general lifting, carrying and transporting twenty-five (25) pounds, occasionally up to fifty (50) pounds.

Equipment Used

• Office equipment including computers, telephones, printers, faxes, and copiers.
• Software used includes Microsoft Word, Excel, Outlook, Blackboard, and internal database software.

Work Environment

Works primarily within a climate-controlled environment within a cubicle setting mostly sedentary with frequent sitting, occasional walking and lifting, and frequent near vision use for reading and computer use. Noise level is generally moderate.

Supervisory Responsibilities

There are no supervisory responsibilities for this position.

Pay Transparency Statement
In accordance with applicable state and local pay transparency laws, applicants who reside in a jurisdiction with designated pay transparency requirements and for whom this position is available on a remote basis may be entitled to receive additional information regarding the compensation range and benefits associated with this role. Such information will be provided upon request, as required by law. Please contact View email address on click.appcast.io.