Job Details
Must Haves:
Associates or Bachelor's degree
Strong communicationand customer service skills
Reliable Transportation and Driver's License
1+ yrs. of experience as a helpdesk/desktop support technician
Plusses:
- General understanding of networking
- AV experience
- Internship experience within IT troubleshooting/support
- Experience working with a ticketing system
Day to day:
Insight Global is seeking a desktop support representative to support a higher education client within Allegheny County. The candidate will be responsible for tasks related to the maintenance and development of the company s computing systems, networks, services and resources. Tasks could include but are not limited to assisting users with day-to-day issues, troubleshooting computing hardware and errors, managing printer functions, installing and/or implementing programs, and participating in system analysis.
- Ability to review customer inquiries and requests for support via telephone, instant messaging, video conferencing, email, and in person. Research and respond to Tier 2 customer inquiries according to established SLAs while ensuring excellent customer service.
- Analyze and troubleshoot any technology related problems in order to maintain all technology related items are in working order, and perform routine maintenance/repairs as needed or assigned. Work directly with technology vendors as necessary to resolve issues. Technology support includes, but is not limited to: computers, desktops, printers, wireless access points, cellular services, surveillance systems, doors systems, instructional technology, Crestron systems, Extron systems, projectors, televisions, document cameras, sound systems, digital signage, VOIP, network cabling/support, specialized discipline specific software installations/configuration, VPN, various collaboration tools, conference room technology, and Blackboard.
- Install and configure systems & application software for Microsoft Windows, Apple Mac OS, and various mobile operating systems. Understanding of centralized hardware/software management systems and MDM systems.
- Collaborate with team members to deliver services in a centralized, streamline fashion. Develop, coordinate and offer training on a variety of technology topics and solutions to students, staff and faculty. Create clear and concise documentation for technology support and process mapping as needed.
- Assist with the content creation, and proactive editing and maintenance of the department s website(s), portal, intranet, and knowledge base.
- Support live events where applicable, and make recommendations to incorporate permanent, customer friendly technology to allow for expansion of self-service for these types of events.
- Participate in research, pilot testing, and review of various technology related solutions aimed at continuous business process improvement. Provide detailed recommendations with appropriate consideration of costs, risks, end user experience, implementation details, and support/sustainability. Participate in the creation and review of RFP and bid documents when required. Provide recommendations for management review.
- Demonstrate planning, organization and persistence to ensure completion of goals and objectives in specified timeframe
- Ensure copyright and licensing compliance regarding the use and/or installation of media & software at the college.
- Monitor various ServiceDesk queues when assigned to provide additional cross-functional IT support. Occasionally will be required to work on as needed basis during the evenings and weekends.
- Possess the skills and understanding necessary to identify information security issues where applicable, and initiate the appropriate response needed to mitigate such risks.
- Continue to update and keep technical skills current to maintain high level of product knowledge in areas of assigned responsibility.
- Collaborate with all audiences to understand project requirements and recommend sustainable solutions that meet defined business and academic needs.
- Interpret and present information and ideas clearly and accurately. Maintain accurate, organized, and detailed records and develop and maintain reports and statistics as required or assigned.
- Work cooperatively with staff within the Information Technology Services Department and other divisions of the college to accomplish departmental, divisional and institutional goals as assigned.
Compensation:
$15/hr to $21/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.