TITLE: Senior User Services Technician
Under the direction of the College's User Services Manager and in coordination with the site's, Senior IT Executive supports the use of personal computer hardware, software, and related peripherals at the College and plans for their enhanced use. This position is part of the User Services team responsible for all end user computing operations and classroom technology (desktop, mobile, and peripherals) at the college and its satellite locations, in addition to providing support and be the back-up for the User Services Manager.
Provides telephone, face-to-face and online support to users including, but not limited to the following; Active Directory (AD) support, end-user administration and support, imaging PC's for deployment, wired/wireless device connections, and general helpdesk escalation support
Serves as the back-up for the User Services Manager in directing team member work where needed
Identifies, evaluates and recommends the hardware and software needed to provide solutions to the college's needs in the administrative functions of the College working collaboratively with faculty and staff from across the college and maintains associated documentation of such
Identifies, evaluates and recommends the classroom technology working collaboratively with faculty and staff from across the college and maintains associated documentation of such
Provides general AV support, and Smart Classroom & Projector Support & Troubleshooting
Ensures Software Site Licensing Maintenance and Compliance
Ensures Server Software upgrades associated with end user computing management are planned and executed in a timely and efficient manner
Connects personal computers, mobile devices, phones and peripherals to the campus network and provides first level network troubleshooting as appropriate
Provides training to personal computer users as appropriate
Interfaces with vendors, other technical staff and customers as appropriate
Refines and updates the self-help and helpdesk knowledge articles to continually improve the support services and overall effective use of technology across the college.
Manages work studies/student staff as appropriate
Other Responsibilities/Duties as Assigned
Associates Degree in related field or appropriate certifications and technical training required
3 years of professional experience in the support of personal computer hardware and software and peripherals such as servers, printers and scanners, classroom technology including audio visual; experience with local area networks and servers including installation and troubleshooting.
The ideal candidate will have excellent customer service skills, verbal and written communications skills, oriented in business processes & best practices, ability to explain and train in non-technical terms, and proven success working in a collaborative setting.
Must also have experience with Intel processor based personal computer use and support; Microsoft Windows and Office; and a wide range of applications software.
CampusWorks, Inc. provides equal employment opportunities (EEO) and Affirmative Action (AA) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.