Desktop Support Technician
Job Description
Operating Title
Desktop Support TechnicianLong Classification Title
Information Systems SpecialistCampus Location
PlymouthDepartment
UNH Desktop ManagementSummary of Position
This position works as part of an on-campus team to provide technical support and assistance to the Plymouth State University (PSU) community in our walk-up location, via remote support tools, and one-one with users in their offices or classrooms. This position is part of a flexible technology support team that can handle a variety of routine and urgent technology needs, including End-User Support, Desktop (Endpoint) Support and basic Audio-Visual (AV) troubleshooting and support.
This position is full-time onsite in Plymouth, New Hampshire.
Acceptable minimum level of education
Associate'sAcceptable minimum years of experience
3-5 yearsPosting Number
PS4801FY25Other minimum qualifications
- Associate’s degree and four years of experience; Bachelor’s degree and two years of experience; or combination of education and experience equal to six years.
- Demonstrated knowledge of and experience with both Windows and Mac OS and demonstrated mastery in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, peripherals, wired and wireless networks, and mobile devices via current certifications, education, and/or experience.
- Endpoint management experience (Active Directory, Configuration Manager, InTune, JAMF, Apple School Manager, or comparable systems), including endpoint life-cycle management and Hardware Asset management.
- Demonstrated knowledge of and experience using a variety of Remote Support Tools to support and resolve a user’s technology needs in a variety of settings.
- Demonstrated ability to communicate professionally, accurately, and effectively through verbal, written, and telephone communication, with the ability to understand and respond to user questions in a courteous and effective manner.
- Demonstrated strong customer-focused support skills.
- Valid driver’s license.
Additional Preferred Qualifications
- Enjoy interacting with customers and providing them with excellent service. Have strong analytical skills and can explain technical procedures and instructions in simple terms. Can work well with users from diverse backgrounds and experiences and at levels within the college and organization.
- Demonstrated knowledge of and experience working with Azure/Intra Active Directory and the Microsoft 365 Ecosystem; supporting the Microsoft Productivity tools (Outlook, Word, Excel, PowerPoint, OneDrive); the Collaboration tools (Teams, Bookings, SharePoint); and the Power Platform (Power BI, Forms and Power Apps).
- Experience working with a team to plan and successfully implement projects.
- Additional technology certifications (ITIL, ITSM, CompTIA A+, Microsoft Fundamentals, etc.)
- Proven knowledge of/or experience with USNH acceptable computing practices, and security policies and procedures is also highly desirable.
- Experience in higher education.
Salary Information
Quicklink for Posting
https://jobs.usnh.edu/postings/62485Percent Time Information (FTE)
1.00Grade
18EEO 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
Posting Date
08/15/2024Open Until Filled
YesPosting Open to Internal Candidates Only?
NoInterested Internal Candidates Exist?
NoJob Category
Salaried Staff (Exempt)Appointment Type
RegularEquipment/Instruments
NH Driver’s License: ability to lift and carry 25 pounds.
Drivers License and Physical Requirements. Please check all items that apply.
Valid Drivers License and Safe Driving RecordDuty/Responsibility
Consult with clients (both on-site and those that may be remote), Help Desk and team members concerning information technology needs, respond to problems and resolve problems as assigned, and assist in analyzing problems and developing solutions; refer complex problems appropriately. Use of enterprise ticketing system and associated workflows.
- Able to foster strong business relationships and effectively communicate with the user community. Assist and advise clients concerning implementation of technology appropriate for their needs; respond to clients’ information technology problems; resolve problems as assigned, analyze complex information technology problems and coordinate assistance to resolve problems when needed; explore and recommend a comprehensive range of solutions for a broad audience.
- Security: including adherence to policies and procedures: monitor security, investigate security problems and recommend corrective action as assigned, such as assisting with operation and maintenance of application software security facilities. Keep current with all USNHIT Security recommendations.
- Documentation: identify and satisfy documentation needs, such as creating documentation to accompany implementation of new or modified application software; ensure quality and consistency in documentation; write and edit sophisticated documentation, which may be highly technical, in a format understandable to clients.
- Research solutions for trouble cases, document fixes and workarounds. Communicate large-scale fixes with constituents when appropriate.
- Use Enterprise ticketing system to document incidents, fixes, and workarounds. Identify trends and research historical data necessary to better support clients. Collaborate with colleagues in other departments and across USNH when appropriate.
- Provide expertise during crisis situations. (Virus, disaster recovery). Provide back–up support for the team when needed.
- Utilize existing tools, such as remote support tools, to assist customers that are off-campus or otherwise unable to meet in person.
Duty/Responsibility
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 life cycle. Data must be maintained to a high degree of accuracy.
- Recommend purchases when machines exceed usable life or suffer catastrophic hardware failure per established USNH hardware standards. Assist customers with purchases for new computers or other technology commodities. Receive and prep new endpoints for deployment in accordance with USNH Asset and Inventory standards.
- New computer setup. Configure domain accounts and populate college Active Directory Organizational Units for college and department-specific systems management, create user accounts, assist client with login, file back up and transfer, account configuration, and printer configuration.
- Active participation in annual technology planning in areas such as teaching labs and AV classrooms. Work with supervisor to facilitate end-user life-cycle replacement to reduce technology Risk on assigned campus.
- Mange, update, distribute, and track loaner equipment as needed.
- Maintain technology Hardware Asset inventory according to Asset and Inventory Management Standard and perform physical inventory on university equipment as directed.
- Coordinate end-of-life and SEED-based surplus pickup.
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