Job Description:
Job Description
Basic Function:
Provide software and hardware technical support and trouble-shooting services to for faculty, staff and students users of Microsoft Windows and Apple Mac OS environments who are experiencing computer hardware, software, and/or network issues. Uses discretion to determine which issues indicate a larger systemic issue.
Diagnose software and hardware issues and use independent judgement to find resolution with computers, laptops, printers, and audio/video presentation equipment in classrooms, conference rooms, event spaces, and team meeting rooms.
Perform regular software and hardware maintenance tasks for classroom technology including cleaning, updates and upgrades.
Respond to non-routine software and hardware systems instances using creative thinking and advanced trouble-shooting skills to assess situation, develop possible approaches, and deliver solution.
Tier 1 support for all classroom issues during class time as calls come in. Perform hardware upgrades new computer installs and software upgrades for faculty and staff.
Tier 2 support for Help Desk, providing advanced solutions for issues that require additional knowledge than possessed by the help desk technicians.
Maintain data backup and recovery to safeguard university information and minimize data loss.
Assist in restoring data from backups in the event of system failures or corruption.
Maintain accurate inventory of computer equipment, software and peripherals ensuring accurate tracking.
Assist in procurement processes by identifying the need for new equipment and suggesting suitable options.
Provide excellent customer service by Phone, email, or in-person support. Strong service orientation is essential to support C-Suite user contacts.
Provide point of contact support for technical issues & services for faculty and staff and students (as help desk needs.)
Responsible for office and classroom relocations, additions, and modifications as needed, as well as special projects as assigned.
Remote work per approval by manager
Unusual Work Conditions – Support of satellite offices as needed, nights and weekends as needed
Required Qualifications
Education: BA/BS in technical field or equivalent experience:
3-5 years in a service-based industry providing technical support to customer using computers, audiovisual and multimedia technology.
Strong service orientation is essential; strong organizational and communication skills are important to deal with varied and high-level user contact.
Knowledge and Skills Needed:
Strong Understanding of Windows and Mac hardware components, software applications and printers and networking devices. Proficiency in various Operating systems is crucial. Windows and macOS.
Solid grasp of networking concepts, protocols, IP addressing and subnetting is necessary to troubleshoot connectivity.
Knowledge of systematic troubleshooting methodologies to identify and resolve hardware and software issues.
Strong Problem Solving
Excellent communication skills
Excellent customer service skills
Attention to detail and adaptability
Time management and Willingness to collaborate
Ability to analyze situations, identify root cause and propose solutions
NOTE: Job responsibilities and qualifications may vary based on the specific requirements of the university and ITS. This job description serves as a general guideline.
Category:
ITS - Admin Performs such other duties, responsibilities, and activities as required by supervisor and as departmental/University needs indicate.
Disclaimer The above information indicates the general nature and level of work performed by employees within this classification. It is not designed to contain and should not be interpreted as a comprehensive inventory of all duties, responsibilities, activities, and/or qualifications required or expected of employees assigned to this job. Duties, responsibilities, and activities may change and new ones may be assigned at any time, with or without notice.
All offers of employment are contingent upon a satisfactory background check.
Fairfield University provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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