To provide accurate, timely, and creative solutions to end-user computer and networking problems of

moderate to complex nature to ensure end-user productivity. To perform restorative and maintenance

actions either remotely or at the end user’s location to resolve problems, using basic troubleshooting

and technical skills. To respond to situations where standard procedures have failed in isolating or fixing

problem equipment or software installations, moves and configuration changes. To maintain accurate

information and data regarding end-user issues within the tracking system and according to policies and

standards. This position will commit to fostering an environment of heightened security following

Information Technology Security Policies and participating in security training, such as Health Insurance

Portability & Accountability Act (HIPAA) and Family Education Rights and Privacy Act (FERPA), on an

annual basis.

Key Duties/Responsibilities

Is assigned and appropriately resolves open incidents, requests and tasks within the required SLA.

Performs device imaging.

Configure Laptops, Desktops and Printers

Installs, configure and upgrades applications, other assigned hardware, software, applications and peripherals.

Add, move and/or replace workstations, printers, PCs, laptops and other computer equipment as assigned.

Provide onsite and/or remote assistance to equipment users.

Occasional after-hours support will be necessary.

Expertise managing multiple priorities simultaneously.

Manage assigned projects to deliver services in accordance with established objectives

Highly motivated and desire to continually learn new technologies.

Professional and interpersonal communication skills when interacting with others.

Ability to work with or without supervision.

Maintain positive communications with all team members, clients, and volunteers.

Ability to perform physical activities such as, but not limited to, lifting heavy equipment (up to 50lbs.), bending, standing, crawling, and walking

Respond to inquiries from staff, service providers, site personnel and outside vendors and provide technical assistance and support in a timely manner

This role contributes to the team in an effort to share knowledge, document procedures and SOPs and provide training where required

Associate's degree in Information Systems or a related field and one (1) year of related experience required. Work experience may substitute for education requirement.