Operating Title | Desktop Support Technician (multiple positions) |
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Long Classification Title | Information Technologist III |
Campus Location | Durham |
Department | UNH Desktop Management |
Summary of Position | As a member of the Client Services area of Enterprise Technology & Services, this role combines advanced technical skills with exceptional customer service. Provides in-person and remote technical support and assistance as part of a team serving the UNH (University of New Hampshire) Durham community utilizing IT Service Management and ITIL principals. This position is full-time onsite in Durham, New Hampshire. Works both independently and collaboratively to provide critical end-user support functions including deployment, monitoring and maintenance of Windows and Mac hardware and software; troubleshooting network and printing issues; computer lifecycle and IT asset management, configuration, and replacement. This includes providing escalation support for colleagues' most complex issues. Applies advanced knowledge of industry standards, best practices and USNH (University System of New Hampshire) policies to provide a wide range of support for both hardware and software. Provide next-level customer service support for the daily IT support operations on the Durham campus and remote business units located throughout New Hampshire. |
Acceptable minimum level of education | Associate's |
Acceptable minimum years of experience | 3-5 years |
Additional Job Information | |
Posting Number | PS4560FY24 |
Other minimum qualifications |
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Additional Preferred Qualifications |
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Salary Information | Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off. |
Quicklink for Posting | |
Percent Time Information (FTE) | 1.00 |
Grade | 23 |
EEO Statement | The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status. |
Institution Information | The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire's lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry. The UNH Diversity Resource Guide with information and programming available in the seacoast area, New Hampshire, and the region can be found here: |
Posting Date | 04/18/2024 |
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Open Until Filled | Yes |
Closing Date | |
Posting Open to Internal Candidates Only? | No |
Interested Internal Candidates Exist? | Yes |
Job Category | Salaried Staff (Exempt) |
Appointment Type | Regular |
If TERM position provide projected end date | |
Equipment/Instruments | May be required to do some limited travel to remote sites in their own vehicle within the state while providing computer and network support.
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Drivers License and Physical Requirements. Please check all items that apply. | Valid Drivers License and Safe Driving Record |
Duty/Responsibility | Client Support and Troubleshooting: Provide IT support and guidance to clients (both on-site and remote) and team members regarding various IT needs, issues, and solutions. Utilize existing tools, such as remote support tools, to assist customers that are off-campus or otherwise unable to meet in person. Resolve complex tickets escalated by other team members or assigned by supervisors. Select, test, install, and maintain software applications and network resources according to the client's needs and specifications. Identify, diagnose, document, and resolve problems in a timely and effective manner, with minimal supervision. Prioritize and execute tasks efficiently in a dynamic environment. Provide expertise during crisis situations. (Virus, disaster recovery). Provide back-up support when needed.
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Duty/Responsibility | Resource lifecycle management: Critical to the success of the endpoint replacement cycle, lead and/or participate in strategic and project planning as part of information and resource management and asset lifecycle. Data must be maintained to a high degree of accuracy.
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Duty/Responsibility | Project Management: Provide a support role in execution of IT-related projects. Advise, contribute, collaborate, document, test, and execute ET&S-related projects as assigned. Carry out and follow through on assigned project tasks to meet the overall goals of the projects. |
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Duty/Responsibility | Supervision: Provide guidance and training to student employees who assist with customer support and device management. Monitor the quality and timeliness of their work and provide feedback as needed. Coordinate their schedules and assign tasks according to their availability and skills. Help them develop their technical and professional skills and foster a positive work environment. |
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Duty/Responsibility | Skill development: Keep current with recent technologies such as remote support applications, security, and productivity tools that relate to one's use including, but not limited to, endpoint hardware which are considered supported environments for the Enterprise Client Services Team. |
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Required fields are indicated with an asterisk (*).
(Open Ended Question)