ITS CLIENT SERVICES - PC Support Specialist

Job Classification

  Salaried Full-time (75-100%)

Position summary

The PC Support Specialist is part of a team responsible for providing comprehensive, multi-tiered IT computing support for end-user workstations, work groups including department-wide and institutional-wide systems.

Qualifications summary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in the full position description are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

End User/Workgroup/Departmental Support

• Provide front-line (on-site or remote) response and resolution of single or multiple end-user issues in a timely manner


• Provide technical consultation for faculty and staff by resolving complex computer, software, hardware and networking-related issues


• Document and track issues utilizing work order issue tracking system

IT Systems Support

• Provide maintenance, troubleshooting and problem resolution for desktop, laptop and various mobile computing systems


• Responsible for creating, managing and adjusting Microsoft Active Directory objects including security groups, organizational units, group policies, scripts and Microsoft Exchange objects


• Install, modify and maintain end-user system hardware and peripherals as well as their system and application software.  This may include desktops, laptops, mobile devices, printers and other authorized devices.


• Manage desktop security environment including network authentication, antivirus, security updates, patches and version upgrades for both the operating system and system applications.


• Utilize deployment systems to manage workstation installations


• Develop new system or application implementation plans, create custom scripts, and develop testing procedures to ensure proper integration with existing campus software.


• Facilitate backups and implement disaster recovery procedures


• Interact with other backend IT teams and departments to resolve highly complex system problems


• May be responsible for supervision and guidance of student technical employees by overseeing job performance, customer relations, and technical proficiency


• Perform other duties as assigned by Client Services management.

Supervisory responsibilities

N/A

Qualifications

Education and/or Experience

• Bachelor’s degree in a computing-related field preferred


• Two years experience:
  
  
  
  • Client support of a Microsoft Active Directory domain structure
  
  
  • Troubleshooting, maintenance and repair of computer hardware and peripherals
  
  
  • Working with Microsoft Windows and Apple operating systems and their applications
  
  
  • Basic troubleshooting of current mobile operating systems such as Android, iOS
  
  
  
  


• Microsoft and/or CompTIA certifications a plus

General & Interpersonal Skills

• Ability to work successfully in a team-oriented environment


• Ability to work effectively with a wide range of constituencies in a diverse community


• Ability to work independently under minimal or no supervision


• Exhibits acceptable and timely oral and written communication skills to convey information clearly


• Experienced, mature, and competent professional, willing and able to create and sustain a collegial, collaborative environment where people are treated fairly and ethically

Customer Service

• Display a high degree of professionalism and executive presence


• Possess a passion for working with end users


• Demonstrate on a daily basis customer centricity, teamwork, communication, coordination and top-tier technical aptitude


• Problem ownership from start to finish

Technical Skills

• Knowledge and ability to install, configure and troubleshoot Windows and/or Apple end-user computer hardware and operating systems


• Knowledge and ability to troubleshoot and configure various mobile systems including iOS, Android and Windows mobile.


• May involve implementation of discipline-specific 3rd party software


• Familiarity of TCP/IP and wireless (802.x) wireless technologies


• Some experience with enterprise-level desktop management tools


• Familiarity of industry best practices for IT security and protection of electronic data assets


• Able to identify department-wide requirements for computing hardware and software


• Knowledge of workstation computing security issues, requirements and trends

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

N/A

Interpersonal interactions

N/A

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Job performance may require extended periods of standing, walking and lifting of heavy objects.


• Job may require physical agility to perform work in confined spaces and/or ability to work from heights.

Work environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work environment includes frequent disruptions and frequent changes in work priorities.


• Work is performed in an office environment or telecommunications-type equipment room.  The actual workspace contains electronic equipment which must be handled with reasonable care.


• Working conditions may require work to be performed in a cramped or awkward position.