Primary duties include: 1) Support desktop hardware and software for CITS clients located in the Extension Building on the UW-Madison campus, 2) provide basic customer training for Office applications 4) assist with purchasing requests 5) deliver and setup hardware as needed
Other responsibilities cover: 1) develop technical documentation for technical staff and end users, 2) perform end user system administration, 3) use network management tools to upgrade user desktop environments and monitor network performance.
70% A. Desktop hardware and software support-Support departmental business practices for hardware and software.
A1. Provide production level support for Microsoft Windows desktop hardware and software.
A2. Provide production level support for Apple OS X desktop hardware and software.
A3. Investigate, evaluate and recommend new desktop hardware and software.
A4. Assist users with defining workstation requirements when purchasing new equipment.
A5. Provide technical training to customers.
A6. Assemble, test and configure hardware and software for installation on the LAN.
A7. Document procedures and processes in use by Workstation Support staff.
A8. Provide training and support to customers for handheld devices and peripherals.
A9. Provide customer satisfaction in all support service interactions.
A10. Use IT policy, standards, guidelines or procedures in day-to-day operations.
20% B. Network and Asset Management Support- Support asset management of hardware and software.
B1. Document and track hardware and software on the network.
B2. Plan and schedule the installation of new or modified hardware or software.
B3. Use network management tools to upgrade user desktop environments and monitor network performance.
B4. Develop technical documentation for technical staff and end users.
B5. Assist in the deployment of anti-virus/malware/spyware software solutions.
B6. Install, configure, tune and troubleshoot desktop operating systems and other enterprise system software.
B7. Perform end user system administration.
B8. Perform low-level IT troubleshooting or problem detection.
5% C. Professional Development- Enhance professional skills.
C1. Stay current with hardware and software manuals to keep abreast of changes in Windows, Apple, printers, handhelds and other hardware and software applications.
C2. Attend internal and external training sessions and read industry related publications to remain current on trends in Windows, Apple, printers, handhelds and other hardware and software applications as they relate to a LAN environment.
5% D. Miscellaneous Duties- Operate effectively in a challenging and changing environment.
D1. Other duties as assigned.
KNOWLEDGE, SKILLS, ABILITIES
- Experience in design, configuration, installation, and troubleshooting Windows desktop and laptop environments.
- Experience in design, configuration, installation, and troubleshooting Apple desktop and laptop environments.
- Experience in Microsoft System Center Management, enterprise collaboration suite and web services.
- Knowledge and practice in DNS, DHCP, WINS, IP Tables, IP Addressing, Office 365, Windows 7, Windows 10 and Mac OS X operating systems.
- Knowledge of ITIL best practices, change management, configuration management, incident management, problem management, and asset management from a technical operations perspective.
- Proven soft skills, impeccable work ethic, proven ability to execute work responsibilities independently, and exercise good judgment.
- General work requirements are work experience in some aspect of IT infrastructure, desktop support, hardware and software deployment and desktop recovery procedures.
Please submit your cover letter, resume and contact information of three professional references to: firstname.lastname@example.org by Friday, October 27, 2017.