Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times.
Process IT Helpdesk tickets to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA), and that the communication documented within tickets is complete and respectful; Responsible for actively reaching out to supervisor for questions or ticket escalation.
Process IT Helpdesk tickets to provide end-user support covering but not limited to issues covering desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.
Utilize additional forms of communication such as phone or face to face as needed when processing IT Helpdesk tickets in order to maintain excellent customer service.
Under the direction of the IT Support Team Lead, develop troubleshooting guides and guidelines for resolving problems that will benefit others.
Follow regular equipment cleaning and maintenance schedules, follow preventative measures as instructed to reduce downtime.
Assist in moving equipment as assigned.
This is not to be construed as an exhaustive list. Other duties logically associated with this position may be assigned. All responsibilities will be conducted within the parameters of the Family Educational Rights and Privacy Act (FERPA), other applicable regulatory requirements, and professional standards.
Position requires sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds of the College students and employees.