Staff Careers

The Desktop Support Technician will focus on technical support, including user support, hardware configuration and support, and limited system administration. Diligence, attention to detail, and communication are key skills along with an ability to multitask and prioritize work appropriately.

Duties/Responsibilities
- Perform high quality technical assistance and user support services for faculty and staff computer users, particularly executive staff.
- Be proactive regarding changes that affect the executive staff and communicate with them to plan for the changes.
- Perform hardware and system maintenance including but not limited to PC and peripheral device configuration, operating system and software installations, and eradication of computer viruses.
- Perform new hardware installation and configuration, including the migration of data and software.
- Provide troubleshooting, research, and testing to resolve hardware and software issues.
- Coordinate with vendors, as necessary, when the equipment being repaired is under warranty.
- Maintain security and privacy of data that is inherently accessible based on these duties.
- Consistently extend courteous and professional service despite challenging situations.
- Educate end-users regarding proper product use, including the explanation of complex subjects to a non-technical user.
- Coordinate with OIT staff to communicate and resolve service outages when appropriate.
- Utilize the ticketing system to create, manage, escalate, and resolve trouble tickets and service requests, attempting to record all customer interactions. Adhere to established escalation processes.
- Perform the duties typically assigned to teammates when they are unavailable.
- Regular attendance and participation at all required OIT meetings (including OIT All Staff as well as scheduled meetings with external staff).
- Identify and document service improvement opportunities and lead or participate in approved service improvement initiatives; contribute to the Knowledge Base.
- Participate in knowledge transfer by cross training with teammates and documenting technical details for posterity.
- Training or self-education to advance skills and learn new technologies as well as to remain current on relevant technologies and service delivery best practices.
- Perform other duties as assigned.
- Provide knowledge transfer to teammates on an ongoing basis.
- Provide basic field training for field technician trainees as assigned.
- Provide feedback to teammates regarding trends and solutions.
- Identify and document field service improvement opportunities and lead or participate in approved service improvement initiatives.
- Remain current on relevant technologies and service delivery best practices.
- Learn about the broader context of the UAH computing infrastructure, network, systems, applications, and data environment and OIT operations, projects and services to develop professionally and increase effectiveness of field services provided.

- Bachelor’s degree in a computer-related or other technical field and/or an equivalent combination of education and years of experience
- 3 years of full-time verifiable work experience in an IT service and support environment
- Must have a working knowledge of major computer operating systems, basic PC and networking maintenance, hardware maintenance, and desktop imaging
Knowledge of iOS and Android operating systems is required
- Must have knowledge of ticketing management systems
- Must possess excellent communication, time management, and customer service skills
- Must have a valid driver’s license with the ability to be insured by the university.

- Bachelor's degree in Computer Science, Management Information Science, or other closely related field is preferred
- CompTIA Network+ and Cisco Certified Network Professional (CCNP) Certifications is desired
- Working knowledge of Active Directory and virtual server administration is preferred
- Prior experience working in an academic/university environment is desired

$49,000 - $52,000