Desktop Support IV

Benefits : Competitive salary

Training & development

Position Summary :

This position reports directly to the IIT User Support Services Manager and will be working as part of the User Support Service, USS, support team. The Desktop Computer consultant will be responsible for routine, first and second level technical troubleshooting, including determining solutions for more complex issues by leveraging documented procedures and ensuring a high level of customer service to support mission activities of the institution through information technology (IT).

Required Skills :

Knowledge of computer software, operating systems, hardware and networking is required

Experience with Microsoft Active Directory is required.

Hardware and software troubleshooting skills are required

Able to work in a team as well as independently

Experienced in providing professional and courteous customer service is required

Additional Skills

Excellent verbal and written communication skills is preferred

Three or more years relevant work experience with Windows 10 / 11 is preferred.

Experience with a ticketing system such as JIRA

Two or more years relevant work experience with OSX is preferred.

Experience and knowledge of computer security is preferred.

Job Responsibilities

Completes installations, configurations, repairs, automations, and modifications of complex technology hardware, software, and associated components independently

Identifies, troubleshoots, resolves, and / or escalates more complex first and second level technical problems for various products and services under general supervision

Receives and responds to inquiries and provides more complex technical information through various communication mediums according to established policies and procedures

Documents inquiries and responses and recommends procedural improvements to unit leadership

Top Required Skills & Years of Experience : At least 10 years' experience in the following :

Desktop support

Familiar with a variety of the concepts, practices, and procedures

Relies on extensive experience and judgment to plan and accomplish goals

Independently performs a variety of tasks. May lead and direct the work of others

A wide degree of creativity and latitude is expected.

Knowledge of computer software, operating systems, hardware and networking is required

Experience with Microsoft Active Directory is required.

Hardware and software troubleshooting skills are required

Able to work in a team as well as independently

Experienced in providing professional and courteous customer service is required

Nice to Have Skills :

Excellent verbal and written communication skills is preferred

Three or more years relevant work experience with Windows 10 / 11 is preferred.

Two or more years relevant work experience with OSX is preferred.

Experience and knowledge of computer security is preferred.

Additional Requirements :

The selected hire MUST have an up-to-date flu shot. Proof of vaccination will be required during onboarding.

The selected hire is expected to cover parking costs.