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GENERAL SUMMARY OF POSITION:

The Desktop Support Technician II is an emerging role in the Productivity Services deparment resolving hardware and software problems in a multiple platform environment (Mac & Windows).

MAJOR RESPONSIBILITIES:

• Under the direction of the Manager of Productivity Services, provides second level support to end users
• Maintain and repair Mac & Windows hardware
• Acknowledge and resolve user service requests utilizing the service request management system
• Applies standard principles, concepts and techniques toward the identification and resolution of user problems
• Provide resolution to an assortment of problems of moderately complex scope
• Interacts with all areas of Information Services as necessary
• Escalates more difficult user issues as appropriate
• Performs other duties as required.

REQUIRED QUALIFICATIONS:

• Some college education or formal training
• 1-3 years if related experience
• Excellent oral and written communication skills
• Valid driver’s license and dependable transportation

DESIRED SKILLS, EDUCATION, CERTIFICATION:

            
            
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