EDP Systems Analyst II / IT User Services Technical Support Specialist (Grade 21)
Fitchburg State University
April 10, 2018
Higher Education Institution
For a complete job description and to apply, please visit our job site at http://jobs.fitchburgstate.edu
General Statement of Duties: The Technical Support Specialist deals with end-user support issues, and responds within established policies and procedures. Responsible for providing desktop support for Windows and Mac systems. Provides IT support for campus printers, multi-function devices, and print servers. Responsible for installation and/or diagnosis of issues with mediated classroom equipment.
Duties & Responsibilities:
Provides first level technical support for administrators, staff, faculty and students for Windows and Mac O/S workstations and laptops in an enterprise environment.
Install network printers, maintain the print server(s), and manage enterprise document software solutions.
Deploy new PC and Mac desktops and laptops.
Respond to Classroom Emergencies to support the learning environment.
Setup, configure and maintain mediated classrooms.
Directly responds to end-user requests and documents all actions taken within ticketing system.
Provide end-user support for Zoom and Skype conferencing.
Deploys and maintains TouchNet systems & assists with TouchNet issues.
Provide New Employee orientations.
Deploys local Virtual PCs with VMware Workstation for State VPN users and assist with connections.
Provides IT equipment and support for special events, responds to issues that may arise.
Assists in the supervision and training of Help Desk student technicians, monitors work flow and assigns tasks.
Maintains documentation within asset tracking systems.
Effectively communicates relevant information and events to supervisors.
Performs other tasks and duties as may be assigned.
Bachelor’s Degree or equivalent certifications preferred, with proven work experience in information technology operations and support within a large networked environment with both Windows and Mac computers serving over 1,000 workstations.
Understanding of good customer service principles and ability to maintain a positive attitude within a diverse learning community.
Knowledge of Windows and Mac operating systems, and the Microsoft Office suite.
Knowledge of networked systems, print servers, and file servers.
Knowledgeable in Active Directory administration, navigation, and basic usage.
Understanding of Windows Server environments and basic server management.
Knowledge of computer hardware types, concepts, and processes for information technology management.
Experience with first line of support troubleshooting and problem escalation procedures.
Ability to supervise and motivate subordinates to work effectively, including assigning work according to the nature of the task, the capabilities of the staff, and available resources.
Exceptional verbal and written communication skills and ability to follow oral and written instructions.
Ability to multi-task and be flexible with assigned work schedule.
Ability to work in a team environment, presenting a professional image and commanding the respect of peers, staff, and students.
Strong initiative, detail orientation, ability to interpret problems and decision-making skills.
Ability to adjust to changing situations to solve emergencies issues.
Must be able to satisfactorily pass a check conducted by the Criminal History Systems Board (CORI) as well as a completed background check satisfactory to the university.
Ability to perform the above duties with or without reasonable accommodations.
Current and valid motor vehicle driver’s license.
About Fitchburg State University
Fitchburg State University, located in Fitchburg, Massachusetts, is a public institution dedicated to integrating high-quality professional programs with strong liberal arts and sciences studies. Founded in 1894, the university now has more than 30 undergraduate programs and 22 master's degree programs, and 7,000 full and part-time students.