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POSITION OBJECTIVE

Working under general supervision, manage and support information technology resources, services, and systems in in University General. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills. The position works alongside other staff members and student employees providing high-quality technical services to a diverse set of departments. Although individual staff may develop specializations in the overall service portfolio, a level of cross-training is also expected.

ESSENTIAL DUTIES

1.  Research, troubleshoot and resolve reported end-user issues with computers, audio-visual equipment, printers, tablets, phones, software and operating systems in administrative departments, residence halls, Greek houses and university-owned apartment buildings. Record all work in a ticket tracking system. Create and update internal documentation and help desk scripts for common issues. Provide ad-hoc training, where appropriate. Research developments in information technology use in assigned areas to anticipate user needs. Act as a change catalyst and communicate to stakeholders affected by changes and address their questions, concerns and need for information. (50%)

2.  Setup, deploy and maintain networked workstations, mobile devices, peripherals, telephony and audio-visual equipment in departmental offices, residential commons and event venues. This includes the delivery of various equipment which has been or is in need of repair. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets in an inventory tracking system. Update computer assets in Active Directory. Stay informed about regular updates and new developments related to supported hardware and software systems. Assist in the coordination and determination of new equipment purchases. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (20%)

3.  Setup, deploy and maintain point of sale equipment in campus and partner retail locations and on campus vending and copy machines. Work with retail and payment vendors for deployment and troubleshooting. Maintain device configuration in the Blackboard Transaction System. (6%)

4.  Monitor and perform periodic maintenance of the campus-wide cable television distribution system. Troubleshoot end-user issues with the system. Work with the system vendor to facilitate repairs and upgrades. Provide project representation for cable TV installations on campus. (6%)

5.  Monitor and perform day-to-day maintenance for the campus-wide student printing program. Troubleshoot student issues with the system. Work with the system vendor to facilitate equipment moves or repairs. Provide ad-hoc training to students or staff on usage and maintenance. (6%)

6.  Manage reservations for a shared equipment pool. Ensure items are delivered or available on time and in working order. Evaluate equipment upon return for damage. Analyze demand over time to make recommendations for adjustments to the pool. (6%)

7.  Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, and departments to help achieve business goals. (6%)

NONESSENTIAL FUNCTIONS

1.  Participate in training programs (<1%).