General Information
| Payroll Title | PROGR ANL 2 | Title Code | 007277 | Grade/Step | 08 | Working Title | Faculty Desktop Support |
|---|---|---|---|---|---|---|---|
| Department Name | Computing Support Services | Supervisor | Phyllis A Franco | Department Head | Israel Fletes |
Special Requirements and Conditions
| Critical Position |
| Travel |
| Travel Outside of Normal Business Hours |
Level of Supervision Received
| General Supervision |
Items Used
| PC, General office equipment, tech equipment |
Position Purpose
| Under general supervision of C&C CSG Manager, provide Windows support for desktop computers (and servers if needed) in the CNAS Dean's Office. Major duties include: Analyze users' desktop computing requirements; Formulate and implement solutions to meet users' requirements; Provide telephone support and troubleshoot users' problems; Install complex software and related hardware peripherals; Determine whether computer malfunctions are caused by hardware or software; Keep current with computers and related devices developments; Work with vendors for support issues; Evaluate and learn new hardware and software for future support; Act as a backup server Administrator. Work with central computing as needed and attend campus technical support meetings. |
Essential Functions
| Essential Function | % Time |
|---|---|
| Maintain existing computers, and services. | 25 |
| 25% Maintain existing computers, and services, including the installation of, and upgrades to, the operating systems. Ensure that patches to the operating systems are kept current. Install and set-up newly purchased or moved devices, including computers, printers, scanners and smartphones. |
|
| Support Users with procedural and technical problems. | 20 |
| 20% Assist users with procedural or technical problems pertaining to e-mail, software applications, and/or hardware peripherals. Perform tests to determine proper functioning of newly installed applications and/or associated hardware. |
|
| Troubleshoot desktop and hardware problems. | 15 |
| 15% Troubleshoot routine and moderately complex desktop software and hardware problems. |
|
| Train campus users. | 10 |
| 10% Train users regarding the technical aspects and use of standard and custom software packages and/or hardware peripherals. |
|
| Install and assist with the installation of general application programs. | 10 |
| 10% Install or assist with the installation of general application programs, such as MS Office, to include basic and custom configurations of default values to reflect the needs of the user or local environment. Assist with Data backups. |
|
| Assist users with multimedia devices. | 5 |
| 5% Assist users with multimedia devices, including Plasma TV's, VCR's, DVD players and projectors. | |
| Perform repairs on PCs, printers, and related computer equipment. | 5 |
| 5% Perform repairs on PCs, printers and related computer equipment. Coordinate equipment repair and preventive maintenance schedule. | |
| Analyze user software and hardware requirements. | 5 |
| 5% Investigate and analyze user software/hardware requirements based on problem definition and microcomputer knowledge. | |
| Compile and write technical documentation. | 5 |
| 5% Compile or write technical documentation for existing programs and those under development, including instructions to guide operating personnel during production. Maintain program libraries, users' manuals, or technical documentation. | |
Minimum Requirements
| Minimum Requirement | Display Ranking |
|---|---|
| 1 | |
| Education and/or experience equivalent to a Bachelor's Degree in a related field. | |
| 2 | |
| Ability to work effectively as an individual, a team member, and with diverse groups. Skill in setting priorities that accurately reflects the relative importance of job responsibilities. |
|
| 3 | |
| Knowledge of computer security protocols and virus protection issues. |
|
| 4 | |
| Experience in administering backup and archiving of user and server data and setting backup policies. Knowledge of Microsoft Windows OS and Mac OS and related hardware and peripherals. Working knowledge of Microsoft Office product line and in-depth knowledge of Microsoft Outlook. |
|
| 5 | |
| Experience with installing and replacing basic PC hardware and peripherals. |
|
| 6 | |
| Experience providing PC desktop support, including troubleshooting hardware and software issues, installation of hardware and software, and problem diagnosis and resolution. | |
| 7 | |
| Skill and experience with developing, writing, editing, and reviewing technical documents. |
|
| 8 | |
| Demonstrated excellent communication skills. | |
| 9 | |
| Experience with handheld devices (including iPhones, Android and Windows Mobile Devices). | |
| 10 | |
| Must be highly organized and demonstrate very good documenting skills and have a Flexible outlook and good at adapting to diverse user environments. | |
Preferred Qualifications
| Preferred Qualification | Display Ranking |
|---|---|
| 1 | |
| Familiar with the latest Microsoft Office Suite. | |
| 2 | |
| Familiarity with working in a Higher Education environment and particularly with Faculty. | |
| Posted Position Purpose |
|---|
| Under general supervision of C&C's CSG Manager, provide Windows support for desktop computers (and servers if needed) in the CNAS Dean's Office. Major duties include: Analyze users' desktop computing requirements; Formulate and implement solutions to meet users' requirements; Provide telephone support and troubleshoot users' problems; Install complex software and related hardware peripherals; Determine whether computer malfunctions are caused by hardware or software; Keep current with computers and related devices developments; Work with vendors for support issues; Evaluate and learn new hardware and software for future support; Act as a backup server Administrator. Work with central computing as needed and attend campus technical support meetings. |
| Posted Minimum Requirements |
| 1 Education and/or experience equivalent to a Bachelor's Degree in a related field. 2 Ability to work effectively as an individual, a team member, and with diverse groups. Skill in setting priorities that accurately reflects the relative importance of job responsibilities. 3 Knowledge of computer security protocols and virus protection issues. 4 Experience in administering backup and archiving of user and server data and setting backup policies. Knowledge of Microsoft Windows OS and Mac OS and related hardware and peripherals. Working knowledge of Microsoft Office product line and in-depth knowledge of Microsoft Outlook. 5 Experience with installing and replacing basic PC hardware and peripherals. 6 Experience providing PC desktop support, including troubleshooting hardware and software issues, installation of hardware and software, and problem diagnosis and resolution. 7 Skill and experience with developing, writing, editing, and reviewing technical documents. 8 Demonstrated excellent communication skills. 9 Experience with handheld devices (including iPhones, Android and Windows Mobile Devices). 10 Must be highly organized and demonstrate very good documenting skills and have a Flexible outlook and good at adapting to diverse user environments. |
| Posted Preferred Qualifications |
| Familiar with the latest Microsoft Office Suite. Familiarity with working in a Higher Education environment and particularly with Faculty. |