Service Desk Technician
The Microcomputer Coordinator’s primary role is to ensure end user support for all tier 1 and 2 requests in the College of Agriculture and Natural Resources, MSUE and AgBioResearch. This includes hardware and software connecting to CANR systems. This role will require the person to analyze, troubleshoot and resolve end user requests in a courteous, timely and accurate fashion. This position also requires some base level server/application administration and creation/modification to Microsoft Active Directory Users and Group Policies. Responsibilities include: support hardware and software for PCs, MACs, iOS devices, Android devices, tablets, printers, scanners, switches, wireless devices, and other devices required by staff and departments in CANR; support and maintain proficient knowledge of software and systems used in CANR including but not limited to Microsoft Office, Microsoft Lync, Adobe Connect, Microsoft SharePoint, Skype, Internet Explorer, Firefox, Chrome, Safari, Avaya one-X Communicator, Microsoft Forefront Endpoint Protection, Microsoft Windows Update Server, Quickbooks, project management software and ticketing software; review, recommend and manage Microsoft Group Policies for organizational unit maintained by CANR; test, document, and train end users on new products and system features; administer equipment, hardware, and software installs or upgrades for end users; maintain best practice documentation for installation, configuration, maintenance and troubleshooting of end user workstation hardware, software, and peripheral devices; work with CANR system administrators on product rollouts, migrations and upgrades; management of server applications for updates, ticketing, system configuration, printing, and other applications used for end user support; conduct research on products, services, protocols, and standards in support of user requirements; develop, implement and maintain policies, procedures and associated training plans for end user resource administration and appropriate use; administer and maintain end user accounts, permissions, and access rights; recommend, schedule, and perform application and hardware improvements, and upgrades. This position involves sitting for extended periods of time; ability to dissemble and assemble small computer components, devices, printers, etc…; occasional inspection of cables in floors and ceilings; lifting and transporting of moderately heavy objects, such as computers and peripherals; working in noisy rooms as required.
Unit Specific Education/Experience/Skills
Knowledge equivalent to that which normally would be acquired by completing two or three years of college, technical, vocational or business school in computer science or programming and one to three years of related and progressively more responsible or expansive work experience in applications programming and microcomputer hardware/software systems; or an equivalent combination of education and experience.
Direct experience supporting iPads, tablets, Android phones, iPhones, Windows phones and Blackberries.
Experience with Apple Mac OSX deployments.
Working technical knowledge of PC operating systems, including Windows XP, 7, 8, 10, Apple OS.
Working knowledge of Microsoft Active Directory Administration and Microsoft patch management.
Hands-on hardware troubleshooting experience.
Previous end user support in a call-center and walk-up repair environment.
Bachelor’s Degree in the field of computer science. Working knowledge of Microsoft Server 2008 and Microsoft Server 2012. Working knowledge of routing, switching and networking principles. Data recovery and system forensics. ArcGIS, SAS, SPSS System Administration. Certifications: A+, Network +, MCP. Good understanding of the organization’s goals and objectives. Strong written and oral communication skills. Strong interpersonal skills. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Strong customer service orientation. Experience working in a team-oriented, collaborative environment. System deployment and operating system imaging using Windows Deployment Services. Knowledge of applicable data privacy practices and laws. Ability to conduct research into networking, computing issues, and products as required. Ability to present ideas in user-friendly language.
Summary of Physical Demands
Possible computer, printer, equipment removal and installations.
(Bidding Eligibility ends 2/6/2018 at 11:55 PM)