Lake Superior State University
Lake Superior State University
 
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FLSA Designation
NON-EXEMPT
Date Issued: 2004-05-11
Department:
Information Technology
Title: Technical Support Specialist (ResNet)
 
Function and Responsibility
Under the direction of the Director of Information Technology, responsible for providing technical support and assistance for the University Residential Network (ResNet) and Campus Network.
 
Duties and Responsibilities
Primary duties are to provide technical support for the University Residential and Campus network. Assist users with connecting to the Network, troubleshooting Network connection problems, verifying proper patching of operating system software and verification of adequate anti-virus protection software. Provide limited amount of technical support to troubleshoot computer and network problems on ResNet.

Provide technical support for the University network. Assist users with connecting to the network, troubleshooting network connection problems, verifying proper patching of operating system software and verification of adequate anti-virus protection software. Provide technical support to troubleshoot computer and network problems including desktop/software support.

Other duties include the following.
• Prepare computers for delivery and load with appropriate software and operating system.
• Support a variety of office applications; assist users in the proper use of hardware and software
• Answer Helpdesk phone calls and assist in problem resolution using Helpdesk software
• Utilize deployment solution software for images and packages for computer deployment
• Keep up-to-date on the day to day operation of the Helpdesk and work backlog
• Suggest improvement to Helpdesk operations
• Order spare/replacement parts for computers
• Maintain stock of computer related supplies and parts
• Maintain documentation and policy information
• “On call” pager rotation for after hours and weekend support
• Other duties may be assigned
 
Qualifications
Required:
Associate or Bachelor’s degree in Computer Science, Computer Engineering or related field, or equivalent combination of education and experience (a total of three years experience), two years of which involve experience in providing technical support for end-users, including network support. Experience with various computer operating systems and applications including the Microsoft Windows platform and Linux based systems. Experience with various network protocols and applications; ability to interact and communicate positively with users including students; willingness to accept odd hours and/or shift work. Applicant must have good oral and written communication skills.

Desirable:
Experience working in higher education
Experience managing student assistants

OTHER SKILLS AND ABILITIES
Required:
Demonstrated ability to work well independently without direct supervision
Knowledge and use of basic tools commonly used in the trade
Strong interpersonal, communication and presentation skills
Commitment to customer service and understanding




 
Physical and Mental Demands
Adequate physical fitness to be able to sit and concentrate for long periods of time; use gross motor skills to perform organizational duties; use of fine motor skills to operate computer; problem solving ability; ability to understand and work with numbers; ability to see, hear, speak with or without the use of aids to perform normal office tasks. Full use of arms, hands, legs and feet as required for completion of assigned tasks. Ability to individually lift up to 50 pounds
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