Job Description:

Basic Function:

Provide Technical support on Windows 10 & 11 and Mac OS for faculty staff and students experiencing computer hardware software and network and resolve hardware issues with computers laptops printers and classroom/event and team meeting rooms. Perform regular maintenance tasks for classroom technology including cleaning Software updates and Firm Ware updates. Tier 1 support for all classroom issues during class time as calls come in. Perform hardware upgrades new computer installs and software installs and upgrades for faculty and staff always keeping asset data base current. Tier 2 support for Help Desk regarding issues they are unable to resolve. Maintain data backup and recovery to safeguard university information and minimize data loss. Assist in restoring data from backups in the event of system failures or corruption. Maintain accurate inventory of computer equipment software applications and peripherals ensuring accurate tracking. Assist in procurement processes by identifying the need for new equipment and suggesting suitable options. Phone support when needed remote work per approval by manager. Point of contact for technical issues & services for faculty and staff and students (as help desk needs.) Responsible for moves add changes as needed and special projects as assign. Remote work must be approved by manager.

Unusual Work Conditions Support of satellite offices as needed nights and weekends as needed. Hours are 11am-7pm. Summer hours apply.

Qualifications:

• Education: BA/BS in technical field or equivalent experience: 3-5 years in a service-based industry providing technical support to customer using computers audiovisual and multimedia technology. Strong service orientation is essential; strong organizational and communication skills are important to deal with varied and high-level user contact.

Knowledge and Skills Needed:

• Strong Understanding of Windows and Mac hardware components software applications and printers and networking devices. Proficiency in various Operating systems is crucial. Windows and macOS.

• Solid grasp of networking concepts protocols IP addressing and subnetting is necessary to troubleshoot connectivity.

• Knowledge of systematic troubleshooting methodologies to identify and resolve hardware and software issues.

• Strong Problem Solving

• Excellent communication skills

• Excellent customer service skills

• Attention to detail and adaptability

• Time management and Willingness to collaborate

• Ability to analyze situations identify root cause and propose solutions

NOTE: Job responsibilities and qualifications may vary based on the specific requirements of the university and ITS. This job description serves as a general guideline.

Category:

Performs such other duties responsibilities and activities as required by supervisor and as departmental/University needs indicate.

*Disclaimer

The above information indicates the general nature and level of work performed by employees within this classification. It is not designed to contain and should not be interpreted as a comprehensive inventory of all duties responsibilities activities and/or qualifications required or expected of employees assigned to this job. Duties responsibilities and activities may change and new ones may be assigned at any time with or without notice.

All offers of employment are contingent upon a satisfactory background check.

Fairfield University provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

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