Description:

This role provides primary tier one telephone and remote support for user technologies. Process work in queued ticketing system, closing or escalating tickets and issues, documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in future. May serve as backup for walk in or field support. May help with light repairs or providing support for internal IT related services. Diagnose and resolve computer related problems in hardware, applications, and operating systems, including issues related to installations and configurations. Provide primary support to resolve issues relating to computer and printer repair. Ensures documentation is accurate and updated regularly. May monitor computer lab resources and computing environment for errors and ensure optimum up time of resources. Track all client interactions and document work process. May support students users in computer labs. Identify opportunities to improve customer satisfaction, technology, and processes and contribute to a team environment by working collaboratively. Requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.

Summary:

The IT Support Associate provides technical support to HMS community members and affiliates as part of the Service Desk team by researching and answering questions on a broad range of IT topics, troubleshooting problems, providing first-contact resolution to clients wherever possible, and escalating to next level of support as appropriate. Reporting to the Service Desk Manager, the position requires exercising judgment and creativity in selecting and applying procedures correctly. Provides answers to clients by identifying issues, researching answers, and guiding clients through corrective steps. May provide information and training to students, staff, faculty, or the general public on established policies and procedures, or services provided. Assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and as the face of IT, maintains a high level of effectiveness and professionalism. Responds in a timely way to requests via remote support tools, telephone, email, the ticketing system, as well as in person. Strives to achieve resolution of client issues and response to client requests within established service levels, and follows all record-keeping standards.

Support focus includes, but is not limited to, general questions and guidance around computer devices, accounts and identity, computer asset lifecycle, IT security, software licensing/installation and usage, phones and voice mail, networking, mobile devices, and printers. Provides in-person, walk-up resolution and escalation services to community members including device lending, shared device and printer support, and classroom and audiovisual emergency response. Works independently, with minimal supervision, and may assist in training, scheduling, and distributing work of other staff members, students, casuals, and temporary workers. Updates supervisor on status of projects and technical issues. Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.

The Service Desk maintains an in-person presence on campus, and this position is part of a hybrid work team to collaboratively maintain needed coverage.

Principal Duties and Responsibilities:

Provides HMS faculty, staff, and students basic technical support for routine and anticipated questions concerning the use of computer hardware, software, audio/visual and other specialized technology
Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate
Provides in-person services to community members including device lending
Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
Serves as technical resource to unit; Sets up and submits production jobs and edits and debugs computer output
Develops and tests user documentation
Tests programs and account issues
Maintains, updates or creates systems, databases and web pages using front-end user-enhanced web tools within prescribed guidelines
Designs and produces moderately complex reports
Assists with complex technical projects
Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.

Basic Qualifications:
Education: College degree strongly preferred. High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment preferred
Skills and Experience: Three to five years of related experience providing customer service in a technological environment. Knowledge of a variety of hardware, software, programming languages, and operation systems. Basic knowledge of network protocols and some experience with computer applications and operating systems. May be tested on appropriate computer skills as required.

Additional Qualifications:
Excellent written and verbal communication skills
Demonstrated team performance skills and service mindset approach


Responsibilities:

Responsibility Area - % Time
Provides HMS faculty, staff, and students basic technical support for the use of computer hardware, software, audio/visual and other specialized technology - 70%
Maintains, updates or creates systems, databases and web pages using front-end user-enhanced web tools within prescribed guidelines - 10%

Assists with complex technical projects - 10%

Provides cross-functional support of team members in related IT support groups - 10%