Staff Careers

The Desktop Support Technician I position is an associate-level role that will provide end-user desktop support to a variety of departments. Attention to detail, problem-solving, user-focused support, and effective communication are key skills, along with an ability to prioritize work appropriately.  

Duties/Responsibilities
• Perform hardware and system maintenance including, but not limited to, PC and peripheral device configuration, file share access/mapping, data retention and restoration, operating system and software installations, user problem resolution, and basic user consultation services in accordance with OIT policies and procedures, eradication of computer viruses, and identification of system problems requiring escalation.
Provide limited user support for core enterprise and desktop applications, such as Microsoft Office, Google Workspace, Crashplan, operating systems, and drivers.
• Perform new hardware installation and configuration, including computer imaging and the migration of data and software.
• Troubleshoot and resolve problems efficiently and in a timely manner with high-quality and ongoing communication with users.
• Utilize the ticketing system to create, manage, escalate, and resolve trouble tickets and service requests.
• Tier 1 network troubleshooting and assisting with the registration of devices on the network.
• Coordinate with OIT or other UAH staff and vendors when necessary to resolve a reported problem.
• Engage with clients through the life cycle of the purchase, installation, training, and maintenance of computers and other related equipment and systems. Includes some asset management for inventory control and cyber security.
• Create or modify records for Active Directory Organizational Unit (OU) management when needed. Create or modify records for Active Directory (AD) account management/group membership when needed.
• Use Jamf Pro, System Center Configuration Manager, or Microsoft Endpoint Configuration Manager to deploy networked printers, configure devices, and maintain technology.
• Prepare quotations to assist with procurement of new technology; encourage users to adhere to policies regarding supported hardware and software.
• Configure laptop and desktop computers for CrashPlan data backup and resolve account or backup problems at the end-user level.
• Assist teammates with the delivery of computer hardware and monitoring computer upgrades and imaging.
• Communicate with the direct supervisor regarding trends, complex or time-consuming problems, or when user expectations are not properly aligned.
• Provide backup for other members of the department as needed.
• Regular attendance and participation at all required OIT meetings.
• 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

• Associate’s degree or an equivalent combination of education and years of experience.
• 2-5 years of IT work experience.
• Excellent verbal and written communication skills.
• Excellent problem-solving and decision-making skills.
• Working knowledge of and experience with network and desktop computer troubleshooting.
• Teamwork mentality and the ability to collaborate respectfully with colleagues.
• Ability to present technical ideas and concepts in professional and user-friendly language.
• Capacity to conduct research into issues and products.
• Familiarity with ITSM or a ticketing management system.
• Familiarity with Windows operating systems, iOS, and Android operating systems.
• Experience resolving problems in Windows/Mac, and iOS environments.
• Familiarity with Microsoft Office, Office 365, and Google Workspace.
• Familiarity with Microsoft Endpoint Configuration Manager (MECM) or other software package management.
• Familiarity with Active Directory user and device management.
• Must have a valid driver's license

• Bachelor’s degree in a technology field.
• Two years of desktop support experience.
• Experience working in an academic/university environment.
• Ability to thrive in a dynamic work environment and balance competing priorities.
• Working knowledge of major computer operating systems, computers and networking maintenance, hardware maintenance, and desktop imaging.
• Experience using ITSM or a ticketing management system.
• Working knowledge of Windows operating systems.
• Familiarity with MacOS operating systems.
• Working knowledge of iOS and Android operating systems.
• Knowledge of Microsoft Office, Windows/Mac, and iOS environments.
• Knowledge of Microsoft Office, Office 365 and Google Workspace.
• Knowledge of Microsoft Office, Office 365, One Drive, Azure, or Google Workspace.
• Experience using Microsoft Endpoint Configuration Manager (MECM) or other software package management.
• Experience with Active Directory user and device management.

$50,000 - $52,000