IT Support Assistant

Summary:
 
The IT Support Associate provides technical support to community members and affiliates as part of the Service Desk team by researching and answering questions on a broad range of IT topics, troubleshooting problems, providing first-contact resolution to clients wherever possible, and escalating to the next level of support as appropriate. Reporting to the Service Desk Manager, the position requires exercising judgment and creativity in selecting and applying procedures correctly. Provides answers to clients by identifying issues, researching answers, and guiding clients through corrective steps. May provide information and training to students, staff, faculty, or the general public on established policies and procedures, or services provided. Assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and, as the face of IT, maintains a high level of effectiveness and professionalism. Responds in a timely way to requests via remote support tools, telephone, email, the ticketing system, as well as in person. Strives to achieve resolution of client issues and response to client requests within established service levels, and follows all record-keeping standards.
 
Support focus includes, but is not limited to, general questions and guidance around computer devices, accounts and identity, computer asset lifecycle, IT security, software licensing/installation and usage, phones and voice mail, networking, mobile devices, and printers. Provides in-person, walk-up resolution and escalation services to community members including device lending, shared device and printer support, and classroom and audiovisual emergency response. Works independently, with minimal supervision, and may assist in training, scheduling, and distributing work of other staff members, students, casuals, and temporary workers. Updates supervisor on status of projects and technical issues. Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.
 
The Service Desk maintains an in-person presence on campus, and this position is part of a hybrid work team to collaboratively maintain needed coverage.
 
Principal Duties and Responsibilities:
 

• Provides HMS faculty, staff, and students basic technical support for routine and anticipated questions concerning the use of computer hardware, software, audio/visual and other specialized technology
• Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate
• Provides in-person services to community members including device lending
• Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
• Serves as technical resource to unit; Sets up and submits production jobs and edits and debugs computer output
• Develops and tests user documentation
• Tests programs and account issues
• Maintains, updates, or creates systems, databases, and web pages using front-end user-enhanced web tools within prescribed guidelines
• Designs and produces moderately complex reports
• Assists with complex technical projects
• Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.

 
 
Basic Qualifications:

• Education: College degree strongly preferred. High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment preferred
• Skills and Experience: Three to five years of related experience providing customer service in a technological environment. Knowledge of a variety of hardware, software, programming languages, and operating systems. Basic knowledge of network protocols and some experience with computer applications and operating systems. May be tested on appropriate computer skills as required.

 
Additional Qualifications:

• Excellent written and verbal communication skills
• Demonstrated team performance skills and service mindset approach

 
 
Responsibilities:

Responsibility Area	% Time
Provides HMS faculty, staff, and students basic technical support for the use of computer hardware, software, audio/visual and other specialized technology	70%
Maintains, updates or creates systems, databases and web pages using front-end user-enhanced web tools within prescribed guidelines	10%
Assists with complex technical projects	10%
Provides cross-functional support of team members in related IT support groups	10%