Desktop Support Technician

Under general supervision, the incumbent serves as an IT and audio-visual specialist for Central State University. This is the first contact customer-facing position requiring excellent customer service and communication skills, in-depth technical knowledge, attention to detail, friendliness, and calm under pressure. Ability to work in a fast-paced work environment. The incumbent will be in a team of Desktop Support technician responsible for overseeing installations and setting up, operating, and maintaining A/V equipment, campus-wide desktop/laptops, computer labs; OneScreens, Qomos, MondoPads, & Hypersigns; Teams, Zoom, and/or Webex; video cameras; document cameras; LCD equipment including projectors in various locations across campus. In addition, the incumbent will assist users with diagnosing equipment malfunctions, and replacement of parts/equipment as directed. This position reports directly to the Desktop Support Manager in the Information Technology Division. Since the position also involves work for the 1890 Land Grant System at CSU, it is expected that the incumbent will abide by the policies and procedures of Land Grant employees at CSU as well as University policies and procedures.

Essential Duties and Responsibilities:

• Provide technical assistance and support for University and Land Grant users related to the end-points, A/V technologies, software, desktop, laptop and other technology that is maintained by the Marauder IT Services.

• Strong problem-solving and logical thinking skills.

• Performs fundamental/advanced problem-solving skills, assists University users and the University community.

• Clear understanding of TCP/IP, UDP protocols.

• Knowledgeable on static and dynamic IP, difference between the two. Why we need it and how to apply.

• Basic knowledge of OSI model and how it applies to desktop/laptops.

• Expert knowledge of desktop/laptop parts and peripherals. How to troubleshoot and repair.

• Expert knowledge of Windows 10 and working knowledge of Windows 11.

• Working knowledge on Windows in-built security options.

• Expert knowledge of Microsoft Office suite.

• Provide training to users on new or updated technologies.

• Performs routine technical assistance and maintenance duties that optimize performance.

• Maintains and updates records of repairs and fixes as needed; may document projects and maintain user instructions.

• Troubleshoot systems, determine needed software/hardware changes.

• Courteous, professional, and patient.

• Required Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse University setting.

• Detail and deadline oriented.

• Able to see beyond ambiguity.

• Ability to set up, calibrate, operate, and troubleshoot audio visual equipment. Equipment to include digital sound systems, microphones, projectors, interactive boards, video conferencing, and digital signage.

• Specifically supports the President's Cabinet and CSU Board of Trustees with remote videoconferencing technologies for regularly scheduled meetings as well as other high-profile university events.

• Demonstrated experience with desktops, laptops, printers, docu-cameras, projectors, & smart technologies.

• Answer multi-line phones and assist users remotely or in-person.

• Assists with tracking inventory of equipment and materials; performs data entry and maintenance of records.

• Perform systems maintenance and testing to ensure proper functionality of systems and peripheral devices; troubleshoots and resolve system hardware, and software.

• Assists with the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions.

• Configure/deploy desktop/laptop for staff/faculty and computer labs.

• Performs miscellaneous job-related duties as assigned.

• Submits regular Time and Effort Reports for the Land Grant work as needed.

• Other duties/tasks/assignments.