Troubleshoots technical issues for any university device to include faculty and staff devices, projectors, multimedia switches, control systems, document cameras, networking, desktop computers and software, to include operating systems, word processing, spreadsheets, and video capture and streaming
Sets up, modifies, and repairs university hardware and software
Provides emergency, first response support to technology-enhanced learning environments to troubleshoot problems in a timely fashion
Troubleshoots problems using scripts and checklists as guides and escalates when necessary
Contributes to the development of and adheres to Service Levels Agreements that determine the appropriate use and support of technology on campus
Documents all work in our ticketing system
Follows current university Information Security best practice policies and procedures
Provides best effort support of all technologies, including specialized or scientific equipment or instrumentation
Leverages imaging software to manage University computers across campus
Researches questions and/or problems and finds technical solutions
Develops, tests, and documents solutions to problems
Assists in the deployment of new images, software/hardware upgrades, and fixes
Provides routine first level support and coordination with vendor for warranty repairs/replacement
Assists in mentoring and orienting new employees and student workers
Performs quality assurance tests on newly installed learning technology equipment
- Interfaces and serves as a resource for university IT support personnel outside of central IT
- Advises, consults, and recommends technology for departmental purchases of equipment and software
- May provide minimal on-the-spot training to clients
- May lead small or special projects and/or assist with supervising personnel for initiatives
- Assists with maintaining a clean, work environment
- Attends Information Technology & Infrastructure staff meetings
- Ensures work hours/time is logged and entered within payroll deadlines
Performs other duties as assigned/needed
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