User Support Technician

Reporting to the Associate Director of User Support, the User Support Technician provides technical and infrastructure support to faculty, staff and student users. Installs, configures and maintains desktop and laptop PCs (Windows and Mac) and other devices, including printers, tablets, etc. Installs, configures and upgrades application and operating system software. Installs, configures and maintains voice, data and video equipment. Installs, terminates and tests cabling, as necessary. Participates in recommended training, follows best practices and remains current on new technologies. Uses industry standard diagnostic tools to aid in identifying, troubleshooting and repairing hardware, software, network and telephony connectivity issues. Coordinates internal component repairs or replacement with third-party suppliers, such as Dell or Apple, as needed. Uses existing internal or external information sources to research and resolve incidents and fulfill requests; escalates issues when necessary per procedures; and accurately and promptly documents and updates service records in the ticket-tracking system. Relocates equipment as requested by users or as dictated by hardware rotation guidelines. Removes old equipment and performs data migration to new machines per related information security policies and procedures. Assists users by teaching them how to use hardware and software effectively, answers "how to" questions, and provides information and recommendations on upgrades. Bachelor's degree; or Associate's degree in an IT-related field and two years of experience; or High school diploma and four years of experience installing and supporting hardware and software. Thorough knowledge of PC hardware, software and network connections. Detailed understanding of telecommunications theory and practice. Exceptional problem-solving, customer service, organizational and interpersonal skills. Ability to follow instructions of a highly technical nature. Ability to establish and maintain effective working relationships with co-workers, faculty, staff and students. Ability to handle highly sensitive and confidential information.

License/Certification:

CompTIA, Apple and/or Microsoft certifications desired.

Travel/Overtime Requirements:

Employee is expected to work outside regular business hours and on weekends for planned system maintenance and emergencies.

Telecommuting:

Employees are not eligible for telecommuting/remote work during their 12-month probationary period. After that time, certain positions may be eligible for telecommuting/remote work at the discretion of the supervisor and in accordance with Winthrop policies.

To apply go to https:

//winthrop.peopleadmin.com/postings/21574 .