Description:

• Provides technical support while delivering exceptional customer service.

• Creates, updates, prioritizes, and tracks customer problems using a ticket system.

• Resolves problems in person, by telephone, by email, or through a remote support session.

• Resolves less complex problems immediately and escalates more complex problems to the IT Technology Consultant or above.

• Performs general maintenance tasks, customer account management, troubleshooting and repair of computer systems and applications, and peripheral equipment maintenance throughout the Institute.

• Keeps up-to-date on security threats and assists in Operating System and Application patching.

• Utilizes online resources/tools to supplement the troubleshooting and diagnosing of customer issues.

• Follows and maintains Client Service, Enterprise Services, and IT Operations standards, policies, and procedures.

• Partners with Enterprise Services and IT Operations teams to maintain regular operations and troubleshoot issues.

• Maintains internal and external Knowledge Bases to promote internal and customer self-support.

• Keeps abreast of the health and stability of all Information Technology services and issues timely alerts to affected customers if issues arise.

• Ensures IT maintained computer labs/rooms/technologies are in proper working order.

• Maintains positive relationships with vendors.

• Orders and receives materials as requested.

• Completes ongoing training to stay alongside product, service, and policy changes.

• Maintains a positive, helpful, constructive attitude and work relationship with staff, faculty, students, and the KPSOM community at large.

• Maintains hardware and software inventories.

• In addition to the responsibilities mentioned above, the individual has the responsibility to carry out unique tasks as requested by their superiors.

Basic Qualifications: