Hope International University
Desktop Support Technician
Hope International University, Fullerton, California, United States, 92632
Organizational Relationship:
Reports to the Director of Information TechnologyPosition Summary:
The Desktop Support Technician is responsible for the reliable operation of the university’s end-user computing systems, including desktop and laptop computers, classroom technology, mobile devices, and printers. In addition, the Desktop Support Technician provides hardware and software support and training to end-users while maintaining documentation of systems and procedures.Duties & Responsibilities:Technical:Effectively manage end-user hardware and software; configure, install, maintain, and troubleshoot; ensure updates and patches are applied in a timely fashionInstall Wi-Fi Access Points, Cat 6 cablingSupport:Assist others in using and troubleshooting hardware and softwareDevelop and provide training for end-usersEnsure that service requests are handled in a timely and efficient mannerInform end-users of current threats from malicious software and “social engineering”; supply best practices to avoid themProject support as neededCoordinate with the Systems Administrator about desktop support issues and automated processesAdministrative:Develop and maintain documentation of system configurations and operational procedures; cross-train others within the team and the IT departmentResearch and make recommendations on hardware and software purchasesMaintain an accurate and current inventory of all end-user technology equipment, ensuring all hardware is tagged with HIU identification and tracked by locationStore software media, packaging, and manuals in a central locationEnsure that software is properly licensed before installation and report license usage to proper IS personnelSchedule regular software maintenance, including security updates, as well as regular hardware inspection and maintenanceProfessional:Adhere to departmental and University policies and proceduresMaintain professional knowledge and skills; as appropriate, participate in relevant professional organizations, formal training, user groups, and conferences; travel as requiredStay abreast with current trends and developments in hardware, software, Internet technologies, threat vectors, and other areas related to the sphere of responsibilitiesEmployment Standards:Qualifications:
To fulfill this role successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.Education/Experience:
A high school diploma is required, and a bachelor’s degree or higher relevant to MIS or Computer Science is strongly preferred. A minimum of three years of general PC usage and a minimum of two years of computer hardware and software troubleshooting experience in a business environment are required.Knowledge/Skills:
The ideal candidate must:Possess strong analytical, logical, and problem-solving skills.Be an effective communicator, both written and verbal, across all segments of the organization.Possess in-depth knowledge of computer hardware and peripherals as well as Microsoft Windows and Macintosh operating systems and software such as Microsoft Office.Possess a solid understanding of Microsoft networking in an Active Directory environment as well as an understanding of prevalent internet technologies.Have a solid understanding of current technological and sociological threat vectors (viruses, spyware, phishing, social engineering, etc).Be able to work cooperatively and collaboratively in a team-oriented environment, demonstrate a spirit of service, and willingness to assist others to the best of your ability.Be able to always remain professional and maintain a high standard of integrity.Demonstrate initiative and a willingness to learn; be able to grasp and master new skills quickly.Be well-organized.Be able to manage projects, resources, and information.Be able to function independently within established job responsibilities and parameters.Possess a valid driver’s license, auto insurance, and a suitable vehicle for travel to remote sites.Be able to effectively and efficiently troubleshoot and provide support over the telephone and using remote support tools.Character:
Must embody Christian character and be actively involved in a local church.Mental Demands:
Be able to operate well in a “busy” environment where multiple conversations/activities may occur simultaneously.Visual Demands:
Long hours of viewing computer monitor screens.Physical Demands:
Be able to lift, grasp, stoop, and carry up to thirty pounds, as required.Environment:
Fluctuating noise levels from computers and network hardware, discussions, staff, faculty, and guests.
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Reports to the Director of Information TechnologyPosition Summary:
The Desktop Support Technician is responsible for the reliable operation of the university’s end-user computing systems, including desktop and laptop computers, classroom technology, mobile devices, and printers. In addition, the Desktop Support Technician provides hardware and software support and training to end-users while maintaining documentation of systems and procedures.Duties & Responsibilities:Technical:Effectively manage end-user hardware and software; configure, install, maintain, and troubleshoot; ensure updates and patches are applied in a timely fashionInstall Wi-Fi Access Points, Cat 6 cablingSupport:Assist others in using and troubleshooting hardware and softwareDevelop and provide training for end-usersEnsure that service requests are handled in a timely and efficient mannerInform end-users of current threats from malicious software and “social engineering”; supply best practices to avoid themProject support as neededCoordinate with the Systems Administrator about desktop support issues and automated processesAdministrative:Develop and maintain documentation of system configurations and operational procedures; cross-train others within the team and the IT departmentResearch and make recommendations on hardware and software purchasesMaintain an accurate and current inventory of all end-user technology equipment, ensuring all hardware is tagged with HIU identification and tracked by locationStore software media, packaging, and manuals in a central locationEnsure that software is properly licensed before installation and report license usage to proper IS personnelSchedule regular software maintenance, including security updates, as well as regular hardware inspection and maintenanceProfessional:Adhere to departmental and University policies and proceduresMaintain professional knowledge and skills; as appropriate, participate in relevant professional organizations, formal training, user groups, and conferences; travel as requiredStay abreast with current trends and developments in hardware, software, Internet technologies, threat vectors, and other areas related to the sphere of responsibilitiesEmployment Standards:Qualifications:
To fulfill this role successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.Education/Experience:
A high school diploma is required, and a bachelor’s degree or higher relevant to MIS or Computer Science is strongly preferred. A minimum of three years of general PC usage and a minimum of two years of computer hardware and software troubleshooting experience in a business environment are required.Knowledge/Skills:
The ideal candidate must:Possess strong analytical, logical, and problem-solving skills.Be an effective communicator, both written and verbal, across all segments of the organization.Possess in-depth knowledge of computer hardware and peripherals as well as Microsoft Windows and Macintosh operating systems and software such as Microsoft Office.Possess a solid understanding of Microsoft networking in an Active Directory environment as well as an understanding of prevalent internet technologies.Have a solid understanding of current technological and sociological threat vectors (viruses, spyware, phishing, social engineering, etc).Be able to work cooperatively and collaboratively in a team-oriented environment, demonstrate a spirit of service, and willingness to assist others to the best of your ability.Be able to always remain professional and maintain a high standard of integrity.Demonstrate initiative and a willingness to learn; be able to grasp and master new skills quickly.Be well-organized.Be able to manage projects, resources, and information.Be able to function independently within established job responsibilities and parameters.Possess a valid driver’s license, auto insurance, and a suitable vehicle for travel to remote sites.Be able to effectively and efficiently troubleshoot and provide support over the telephone and using remote support tools.Character:
Must embody Christian character and be actively involved in a local church.Mental Demands:
Be able to operate well in a “busy” environment where multiple conversations/activities may occur simultaneously.Visual Demands:
Long hours of viewing computer monitor screens.Physical Demands:
Be able to lift, grasp, stoop, and carry up to thirty pounds, as required.Environment:
Fluctuating noise levels from computers and network hardware, discussions, staff, faculty, and guests.
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