IT Customer Support - Entry

IT Customer Support - Entry

Reporting to the Information Systems Manager, the IT Customer Support - Entry position provides the following for the Office of Research and its support units: Troubleshoot and maintain computing systems, network components, printers, and peripheral hardware; Implement emergency fixes and support application operations; Diagnose, repair, upgrade, and re-image laptops, workstations, printers, photocopiers, and other communication devices or system peripherals for Office of Research personnel; Research and evaluate new desktop, network, and infrastructure solutions and provide informed recommendations to Office of Research departments; Maintain and audit operating instructions and knowledge resources across Confluence, Workday, and other related platforms, and create accurate software and hardware documentation to support ongoing operations.

This position will be the primary point of contact for incoming tickets/issues in our reporting system, Jira. They will be responsible for documenting all technical work, troubleshooting steps, and resolutions or escalating support to the Information Systems Manager while communicating clear, user-friendly explanations of technical issues and solutions to end users with varying levels of technical proficiency.

The IT Customer Support - Entry position will assist the Information Systems Manager in tracking and managing software and hardware inventories, as well as reviewing, updating, and authoring standard operating procedures (SOPs) as technologies evolve. Additionally, process and document surplus equipment requests for the Office of Research in accordance with established guidelines.

Summary of Duties:

• 50% - End User computing and network support
• 30% - Area hardware maintenance and support
• 10% - Documentation and Reporting
• 5% - Data and System Security
• 5% - Other duties as assigned

Required Qualifications:

• A Bachelor's degree in a field relevant to information technology and three years of professional experience. Any combination of relevant education and experience totaling seven (7) years will satisfy this requirement.
• Demonstrated work experience supporting, troubleshooting, configuring, installing, and using a wide variety of computer systems, website technologies, and operating systems in a networked environment.
• Proficiency in Windows and MacOS operating systems, deployment, and configuration.
• Familiarity with scripting languages.
• Proven ability to maintain positive user relationships and manage expectations during troubleshooting.
• Strong interpersonal skills to communicate complex technical concepts clearly to non-technical users.
• Commitment to maintaining confidentiality and adhering to security protocols.

Preferred Qualifications:

• Customer service experience in a corporate, education or retail environment.
• Experience with enterprise tools for workstation management (e.g., SCCM, Intune, Active Directory, Group Policy, or similar)
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP) and troubleshooting connectivity issues.
• Ability to concentrate and work with many distractions and frequent interruptions under stressful conditions.
• Ability to independently resolve user support requests using established procedures and technical judgment.
• Skill in developing and documenting technical processes to improve efficiency.
• Ability to prioritize tasks based on severity and impact.