Details
Posted: 09-Jun-22
Location: Athens, Ohio
Type: Full Time
Required Education: 2 Year Degree
Salary: $21.44
Categories:
Technical (Programmer, Developer, Analyst)
Salary Details:
Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.
Internal Number: 20164465S
DEPARTMENT SPECIFIC JOB DESCRIPTION:
The IT Support Senior Specialist provides technical and operational support to end users on various technical issues and problems relating to hardware, software, and peripherals. Responsible for troubleshooting complex and non-routine Learning Spaces issues, conducting analysis of classroom needs, and recommending solutions or services to meet those needs. Applies in-depth application and service knowledge to solve technology problems and fulfill service requests. Focuses on customer needs and effectively communicates with both technical and non-technical end-users. Coordinate Learning Spaces projects or service improvements activities and facilitate collaboration and information sharing among peers and across functions.
DEPARTMENT SPECIFIC JOB RESPONSIBILITIES:
- Resolve non-routine complex learning spaces request. Resolves complex production problems. Identifies, investigates, researches and resolves complex problems; provides troubleshooting that the first and second tier support is unable to resolve. Simulates or recreates non-routine complex user problems to resolve operating difficulties.
- Administer and configures specialized applications and technology infrastructure. Advanced knowledge and expertise in hardware, software and service experience allows them to assess one-off situations and provide solutions for the frontline technicians to apply. Provides input and recommendations with respect to hardware and software requirements, new and updated technologies, and integrity of the computing environment following University recommended guidelines.
- Define processes and procedures for tier I and II support activities. Provides problem solving assistance to coworkers. Conducts hardware and software audits of computing devices to ensure compliance with established standards, policies, and configuration guidelines. Responsible for identifying and recommending system modifications to reduce user problems. Advises and
*This position may supervise student workers.
GENERAL JOB DESCRIPTION:
Responsible for a wide range of services including, but not limited to, computer operation, monitoring data security, technical support, troubleshooting, software testing, and analyzing usability. Tasks are also dependent on the complexity of software and hardware, as well as the number of systems. The IT Support group may seek guidance or report to IT Management.
GENERAL JOB RESPONSIBILITIES:
• Works with customers and technical group to provide support for a complex computing environment in the areas of hardware, software, and infrastructure.
• Recommends technology changes or upgrades to department.
• Prepares communications and presentations on system enhancements and delivers training to end users on system processes and functionalities.
• May oversee the activities of a team of IT support personnel including students.
• Researches complex questions/problems and finds solutions.
• Ensures long-term requirements of systems operations and administration are included in the overall information systems planning of the work group.
• Evaluates new products/technologies to determine impact on existing system configurations.
• Performs system integration tasks and creates tools to assist in the process.
• Must be comfortable and confident working on a ladder at heights up to 20 ft, be able to work in confined spaces with limited visibility and poor conditions, and lift objects of up to 20-pounds above your head.
Detailed knowledge of technology support policies, procedures, and methods as well as the ability to handle technical and complex assignments that require the use of independent judgment and discretion. Knowledge typically obtained by an Associate’s degree in an information technology-related field and a minimum of 3 years information technology support experience. An equivalent combination of education, training, and experience is acceptable.
Specific knowledge, certifications, and licensure will apply at the position level.
