Desktop Technician I

Entry-level support technician position that provides desktop problem resolution at the second level by assisting in the connectivity of desktop workstations and peripherals onto the campus communications network. Duties include consulting with customers, troubleshooting, performing product evaluations, training, and documentation. Provides general technical expertise and training to end users in the use of desktop computers., * Assists in the connectivity of desktop workstations and peripherals onto the campus communications network; installs, sets up, maintains, troubleshoots and repairs multi-platform hardware and software; documents, tracks, and resolves complex computing problems; performs hardware/software requirement analysis (PC, Macintosh); provides assistance with hardware maintenance for computer equipment and related peripherals; responds to service calls and provides onsite maintenance for computer hardware; installs new PC equipment; performs preventative maintenance; assists in resolving network communication problems.

• Provides consulting, troubleshooting, product evaluations, training, and documentation, updates system and application software, trains and supports customers in effective access and use of information technology, and prepares and makes recommendations to end-users. Serves as liaison to vendors in regards to services, hardware, and software. Participates in the disaster recovery planning process as it relates to networking and data.
• Provides general technical expertise (desktop problem resolution) and training to end users in the use of desktop computers (Mac and PC), productivity applications (examples include Word, Excel, Outlook, Symantec), and basic Internet technologies (web authoring, ftp, Telnet) as well as the resolution of common software conflicts, printing, and networking problems.
• Assists with the maintenance of inventory for desktop support assets, including computers, software, and printers. Assists in the establishment and maintenance of university-wide standards for desktop hardware and software, including planning, acquisition, and delivery of desktop services and equipment; assists in procedures related to maintenance and upgrades of hardware and software; and drafts and reviews technical and procedural documentation.
• Manages customer service requests and incidents to facilitate timely and efficient desktop service. Participates in face-to-face coordination with the customer while maintaining a high customer satisfaction to the desktop environment. Documents work order progress and project status in the requested format. Reports issues real-time to the Customer Service Manager.
• Maintains and/or increases technical knowledge through coursework, workshops, seminars, readings, and cross training with other team members.
• Performs other duties as assigned.

Associate’s degree from an accredited college or university in a computer-related field and a minimum of two years’ experience in a desktop support position or a high school diploma/GED and a minimum of four years’ experience in a desktop support position. Directly related experience may be substituted for the education requirement on a year-for-year basis.

Knowledge, Skills & Abilities

• Excellent communication skills, both written and verbal
• Excellent communication and people skills for face-to-face coordination
• Ability to maintain high customer satisfaction
• Ability to perform effectively in stressful situations
• Proven ability to multi-task
• Proficient in technology-related diagnostics & analysis
• Proficient with Microsoft Office Suite products
• Strong work ethic and be a self-starter able to effectively manage multiple priorities and adapt to change within a fast-paced environment
• Telephone customer relations skills and experience

Preferred Qualifications MCP, A+, Dell or Apple certifications.

Since our founding in 1910, The University of Southern Mississippi has remained dedicated to preparing students for success. We deliver programs to more than 13,000 students in Hattiesburg and Long Beach, at teaching and research sites across the Mississippi Gulf Coast, as well as online. We are a community-engaged Carnegie R1 university, earning distinction as one of the nation’s leading research institutions.

Southern Miss is known for pioneering work in polymer science, ocean science, spectator sports safety and security, and bringing language to children with communication disorders. We are also a national leader in a broad range of disciplines, including cybersecurity, hydrography, nutrition, aquaculture, kinesiology, and economic development, among others.

We produce graduates ready to enter fields that are leading the way in emerging technologies through programs such as computer engineering, information technology, and ocean engineering. We’re developing the next generation of business leaders, while also responding to critical workforce shortages by producing skilled professionals in education and nursing. With a tradition of excellence in the arts, we are one of only 36 public institutions in the nation accredited in four major areas of the arts. Home to the Golden Eagles, our student-athletes compete in 17 NCAA Division I sports. With a culture marked by passion and persistence, Southern Miss is delivering graduates who are ready for life. For more information, visit www.usm.edu.

The University of Southern Mississippi is an equal opportunity employer, and all qualified applicants will receive consideration for employment. EOE/VETS/DISABILITY.

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