Provide quality customer service, interaction, and communication, represent all areas of Institutional Technology Services and provide technology support for the Gwynedd Mercy University community. Troubleshoot and resolve computer hardware and software issues. Manage computer and user inventory. Configure and maintain technology. Consult and work with all students, faculty, staff, guests, and vendors. Work closely with the Director of User Services.
Essential Duties and Responsibilities
May include some or all of the following:
Demonstrate excellent interpersonal, communication and customer service skills
Troubleshoot and resolve computer hardware and software issues
Troubleshoot and resolve mobile device issues (Android and IOS)
Demonstrate competent organizational and project management skills
Provide onsite support to Gwynedd Mercy University's main and remote campuses as assigned. This may require traveling onsite or using remote access technology such as Skype for business, Dameware, or RDP.
Support nursing exams at all campus locations when required.
Act as backup to IT Help Desk using the ticketing system
Coordinate and prioritize multiple support projects and adjust priorities as established by senior management
Provide classroom, computer lab, library, conference room, and residence hall technical support
Manage projects, schedules and modify priorities based on changing environment
Participate in cross-training and shared responsibilities as a member of ITS
Communicate and interact with the entire University community on all campuses
Assist in Student, Faculty and Staff Orientation and /or training
Inspect and maintain equipment in working condition, making minor repairs and adjustments to equipment as needed
Provide and Maintain asset management and hardware/software inventory
Familiarity with (WDS/MDT) Windows Deployment Services
Work independently and follow policy, procedure, and directions
Assist with A/V setup and support events when required
Follow all security and safety procedures
Work shifts and schedules as required
Understand the basics of Desktop Infrastructure
Keep all assigned tickets up to date with clear and descriptive notes
Resolve tickets in a timely manner.
Other duties as assigned