Pay Grade: 27S

Context of the Job:

Under the general direction of the Computing Support Specialist II (Service Desk Manager), the IT Computing Support Specialist I provides tier one and two technical support for the computing and networking operations in the College of Engineering, and is often the first point of contact for students, faculty and staff within the College. Engineering IT operations encompass equipment distributed across various buildings and geographic locations, providing a broad spectrum of essential and ancillary services, supporting a $100 million research enterprise composed of a diverse client community of over 3500 faculty, staff and students. The operation is critical to the success of all college missions, including research, academic, and administrative.

Major Responsibilities:

• Consults with faculty and staff and provides friendly, customer service oriented computing support by diagnosing, troubleshooting, and resolving problems with hardware, operating systems, application software, mobile devices, and other related peripherals. Resolves issues in a timely fashion to the client’s satisfaction.
• Maintains 3 ECALC computer labs and several departmental computer labs used for academic delivery.
• Installs, maintains and repairs computer hardware and related equipment.
• Troubleshoots and repairs computer hardware and software issues.
• Evaluates system performance and recommend changes or upgrades.
• Consults on the purchase of new computing technology and makes purchases on behalf of the College.
• Provides technical support and informal point-of-use training to personnel.
• Assists users with hardware and software applications and computer operations.
• Assists in the maintenance of documentation and departmental records.
• Develops an increasing familiarity with the many business systems of the institution and associated technologies.
• Assists with installation and configuration of systems, software, and devices in conformance with University IT standards.
• Participates actively on special technology related projects or initiatives. Participates in research, evaluation and implementation of new technologies.
• Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts. Works within the department’s overall strategic plan following project priorities and scope. Meets deadlines and achieves goals.
• Performs miscellaneous job-related duties as assigned.

Qualifications:

• Bachelor’s degree with one-year related experience or equivalent combination of education and/or experience. Experience in a University computing service environment is highly desirable.
• Knowledge of Windows operating systems, standard desktop applications including various web browsers and tools. Knowledge of Macintosh operating systems and standard applications. Linux experience a plus.
• Proficiency with MS Office applications.
• Strong troubleshooting/problem solving skills and the ability to accommodate various needs and work effectively with a diverse user base.
• Ability to ask appropriate questions to aid in diagnosis.
• Excellent communication skills (oral, written, listening, presentation), organization, interpersonal, and customer-service skills.
• Ability to work independently and as a part of a team.
• Ability to prioritize, plan and organize work.
• Ability to communicate effectively with people having various levels of technical expertise and interact well with people of all ages and diverse backgrounds.

Special Requirements:

• Ability to lift and move, with or without assistance, computer equipment and supplies weighing up to 50 pounds, dexterity to set up, operate and troubleshoot computers and associated peripherals.
• Occasionally required to use personal protective equipment to prevent exposure to hazardous materials when entering laboratory spaces.
• Can traverse campus with computers and related equipment.