Help Desk IT Support / Technical Support

Position Description Summary/Purpose
The mission of Goodwin University is to educate a diversestudent population in a dynamic environment that aligns education,commerce, and community. Our innovative programs of study preparestudents for professional careers while promoting lifelong learningand civic responsibility. As a nurturing university community, wechallenge students, faculty, staff, and administration to fullyrealize their highest academic, professional, and personalpotential.

Under the supervision of the Assistant Director of IT, thisposition provides user support and customer service ontechnology-related issues. This position troubleshoots problems andadvises on appropriate action, communicates with other IT personnelon problem resolution and status of open cases, and performs othertasks as assigned by the Assistant Director of IT.

This person is expected to learn about emerging technologies andresolve any issues involved in integrating new technologies withexisting systems.

This position works closely with the Goodwin IT Department and allof its parts - including the Technology administration team, aswell as the Help Desk team for ongoing support and in evaluatingcurrent systems and aligning business objectives with the strategyfor technology.

Essential Job Functions/Primary Responsibilities
(The essential functions or duties listed below are intendedonly as illustrations of the various types of work that may be performed. The omission of specific statements of duties does notexclude them from the position if the work is similar, related or alogical assignment to the position.)

Assist University’s faculty, staff and students in solvingcomputer and system issues

Responds to users seeking technical assistance via ticketingsystem, email, telephone calls, and walk-ins.

Excellent communication, presentation, collaboration, andinterpersonal skills

Must be organized, pro-active and self-directed

Must have strong abstract thinking and problem-solvingskills

Determines the best solution based on the informationprovided.

Directs unresolved issues to the next level of supportpersonnel.

Communicates with users and IT personnel on status of opencases.

Performs other tasks as assigned by the Assistant Director ofIT

Conducts all work in a safe manner and all work safetypractices are followed.

Other Functions

Performs similar or related work as required, directed or assituation permits.

Continues professional development and training; keeps currentwith trends.

Assists other department staff as needed to promote a teameffort.

Knowledge, Ability and Skill

Demonstrated commitment to developing and fostering bestpractices and policies to promote diversity, equity, and inclusion,and build an environment in which all members of the Universitycommunity are treated with respect and dignity

PC and MAC Hardware and Software troubleshooting

Windows Operating system - including XP, 7, 8, 10 and ServerOS

MAC OS - including iOS for mobile devices

Microsoft Office 365 suite

Microsoft Active Directory

Printer support - Toner, basic troubleshooting, Networkconnectivity

A+ certification a big plus

Familiarity with a Computer Imaging process for recovery or newinstallations.

Ability to read, analyze and interpret common technicaljournals

Strong communication skills; able to explain technical issuesto non-experts

Strong diagnostic, evaluation, analysis, and problem-solvingskills

Resourcefulness

Qualifications
Minimum Required Qualifications

Requires a High School diploma or GED.

A.S or higher education preferred

Experience in the field of Information Technologypreferred

Customer Service experience

Special Requirements

Valid Drivers License and Insured Vehicle

Physical and Mental Requirements
Work Environment

Outdoor Weather Conditions X

Work with fumes or airborne particles X

Work near moving mechanical parts X

Risk of electrical shock X

Vibration X

Physical Activity

Standing X

Walking X

Sitting X

Talking & Hearing X

Using hands/fingers to handle/feel X

Climbing or balancing X

Bending, pulling, pushing X

Driving X

Lifting Requirements

Up to 10 pounds X

Up to 25 pounds X

Up to 50 pounds X

Up to 75 pounds X

Up to 100 pounds X

Over 100 pounds X

Vision Requirements

Close vision (i.e. clear vision at 20 inches or less)

Distance vision (i.e. clear vision at 20 feet or more)

Color vision (i.e. ability to identify and distinguishcolors)

Peripheral vision (i.e. ability to observe an area that can be seen up and down or left and right while the eyes are fixed on a given point)

Depth perception (i.e. three-dimensional vision, ability to judgedistances and spatial relationships)

No special vision requirements

Full-Time Employee Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Pet Insurance

401k employer match

Employee & dependent life insurance

Great tuition benefits for employee, spouse &dependents

PTO program

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