Desktop Support Technician II; Customer Support Services
Posting # 1907
Department Description: Information Technology Services is a service organization that is integral to the success of the University of San Diego. We succeed only when we meet and exceed the expectations of our customers. We have a passion for excellence and endeavor to set and deliver the highest standards of service, value, integrity, and responsiveness. We celebrate the diversity and power of people, ideas, and cultures. We respect and enrich the academic community in which we operate. We feel a sense of responsibility to lead by examples of creativity, enthusiasm, and loyalty to the University faculty, students, and staff.
University Description: The University of San Diego, a contemporary and engaged Roman Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanity's urgent challenges.
Detailed Description: Provide a full range of services necessary for the operation of USD client computers and peripherals that are maintained by Information Technology Services (ITS), primarily for faculty, administrators, and staff in the assigned school/college. Duties include but are not limited to: deploying, configuring, installing, and securing computer hardware, software, printers, and peripherals. Provide initial orientation on the use of computer hardware and supported applications. Diagnose, repair, and maintain computer hardware, PC & Mac operating systems, software applications, and peripherals. Perform preventative maintenance to ensure data integrity, system security, and reliability. Responsible for the communication, troubleshooting, and technical requirements of the school, departments and clients the technician is assigned to. Perform duties as the technical liaison with the department. Update Help Desk inventory database and tracking system to reflect current request status. Provide documentation for computer inventory and problem resolutions. Work as part of the Desktop Support Services Team to provide secondary PC & Mac support for other areas of campus and ensure customer satisfaction.
Duties and Responsibilities: Equipment Maintenance
Diagnoses, repairs, and maintains various computer devices, network connections, workstation hardware and software.
Performs preventative maintenance and installs upgrades and options on various computer devices, workstation hardware, and software.
Contacts clients on a daily basis, both at the desktop and via email or phone, to discuss specific symptoms of equipment failure, nature of repairs required, and possible solutions to equipment problems.
Contacts vendors for technical support and parts procurement both electronically and by telephone
Makes regular updates to tech support center to reflect the current status of trouble ticket requests.
Documents problems and solutions for use by other team members.
Participates in Desktop Support Services and ITS meetings for process and computing support improvement
Performs additional functions incidental to computer support activities.
Technical documentation on newly supported software and hardware.
Configures and installs PC and Mac hardware and software for faculty, administrators, and staff campus wide and at the particular assigned school/college.
Collects all documentation for installed computers.
Collects computer inventory as it relates to physical location for inventory management
Backs-up and transfers client's data.
Assists clients in account and user management, system security, and system backups
Installs proper security patching including anti-virus and anti-spam software.
Provides the initial orientation on the use of supported applications and computer system.
Installs and sets up new or relocated printers and other peripherals.
Makes regular updates to tech support center and inventory database to reflect the current status of requests and devices.
Timely deployment of computers.
Job Requirements: Minimum Qualifications:
3 years of related work experience and a high school degree or an equivalent combination of experience and education or certification.
Strong knowledge and experience with Windows computers and operating systems
Must possess a strong customer-centered philosophy
Bachelor's degree from an accredited higher-education institution and one year relevant experience
Proficiency in network communications
Knowledge and experience with Mac and Linux-based computers and operating systems
Performance Expectations - Knowledge Skills and Abilities:
A solid understanding of PC compatible hardware
Experience in diagnosing problems with computer hardware and software with the ability to apply solutions to the problems
Experience in the installation of desktop systems including proper security patching and anti-virus deployment
Experience in dealing with anti-virus, anti-spam, wireless communication, and security in the information technology field
Experience with Networking Internet Protocols, such as TCP/IP
Strong telecommunications skills including knowledge of both Ethernet and serial interface standards
A working knowledge of standard applications (ex. word processing, spreadsheets, email, internet browsers, etc.)
Strong customer service orientation
Positive attitude and willingness to embrace change
Team Player, engaged with the management and team members
Adhering to the polices, protocols and guidelines set by the department
Excellent interpersonal communication skills (verbal, written and listening) since he or she will have daily interaction with faculty, administrators, and staff
Excellent documentation skills
Ability to multi-task
Ability to lift 50 pounds (monitors, printers, scanners, etc.)
CERTIFICATES, LICENSES, REGISTRATIONS:
Dell HP or Apple Certification, depending on assignment, must be completed within 3 months of employment.
MCDST a plus
Special Conditions of Employment: Vacation opportunities may be limited August through September and during semester finals. May be required to work variable hours and overtime, including weekends.
Tools & Equipment Used: Standard tools used in the disassembly and assembly of personal computers (screw drivers, pliers, etc.). The ability to use basic network diagnostic tools.
Background check: Successful completion of a pre-employment background check.
Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
Posting Salary: Commensurate with experience; Excellent Benefits.
The University of San Diego offers a very competitive benefits package, to include medical, dental, vision, a 12% retirement contribution given to you by the University (with three year vesting period), and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer. USD: Human Resources: Benefits
Note: External job postings will be up for at least five days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.
The University of San Diego is an equal opportunity employer committed to diversity and inclusion and is especially interested in candidates who can contribute to the diversity and excellence of the campus community.
The University of San Diego is committed to academic excellence, Catholic intellectual and social traditions, and providing a top-notch liberal arts education for scholars of all faiths. USD is located on 180 acres overlooking the city of San Diego, Mission Bay and the Pacific Ocean. The campus is renowned for its beauty, and features Spanish Renaissance-inspired architecture.