Student IT Support Technician

IT Support / Help Desk Technician, II Provide timely IT & AV support services to employees with basic/first-level technical problems and information technology issues involving desktop, laptop, or network services. Assist both onsite and remote employees. Create and track help desk tickets in the system to ensure prompt and satisfactory resolution to issues. Install and support licensed and internal software/hardware. Track computer hardware and software assets. Assist with accounts, including new hires, terminations, as well as password changes. Maintain printers and coordinate service repairs. Repair PCs, laptops, 3D printers, monitors, etc. Trouble shoot & repair daily all electronic exhibits at NHMU Escalate issues as necessary to appropriate support group. Complete routine tasks under moderate supervision., Daily walk the entire Museum Exhibitions and confirm they are working, trouble shooting and repair back to working order. Respond to level 1 helpdesk tickets submitted using Service Now, troubleshooting, fixing and reporting back to submitter. Running the 3D printing farm ensuring orders for 3D prints are fulfilled. Taking all level 1 walking requests for help, taking initiative in completing tickets, providing basic help documents and communicating when end of shift comes without tickets or projects being worked on, are NOT completed.

1. Manages computer equipment, provides basic computer support on common operating systems usage for both hardware and software on multiple platforms.
2. Provides customer service and assists users with software operation and hardware.
3. Regularly assists in development and running of queries, reports in various applications.
4. Notifies appropriate group leaders or managers of errors or equipment malfunctions requiring more advanced troubleshooting and analysis.
5. Calls vendors as needed to repair computers and other electronic equipment.
6. Reviews schedules to process critical job tasks according to assigned priority.
7. Interfaces with various operating system software to assist in correcting errors.
8. Performs preventative maintenance on various computing and A/V equipment, such as replacing projector bulbs, filters and printers.

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience). Department may hire employee at one of the following job levels: IT Support / Help Desk Technician, III: Requires 3+ years of related experience., Previous Experience with Service now, 3D printers, customer service is desired. Being in school for a related technology degree is preferred.