Technology Support Technician

Description of Responsibilities and Duties 20% Technical Knowledge: Perform routine tasks such as password reset, assistance with system access, printing issues, software/hardware installation and troubleshooting. Research issues / problems and resolves or escalates to next level. Ability to do basic troubleshooting on Windows (PC), Mac, iOS, and Android devices.

20% Technical Solution Development: Provides information on how to perform specific functions with a software package or system. Creates step-by-step instructions for users. Serves as technical resource for basic solutions for routine problems and effectively communicates technical information to users.

20% Technical Support: Installs software and hardware for common use areas according to prescribed procedures. Performs routine diagnostics and maintenance on equipment, including installing patches and upgrades, and set-up and configuration of new hardware and software. Responds to inquiries for assistance from users of computers and related software and hardware devices including, printers or copiers; import/export file, and run reports. Solicits relevant information from users to describe non-routine problems to escalate problems to technical expert. Provides technical support for a specific process and/or software within a department. Completes documentation on service requests.

5% Planning & Organizing: Plans own work of independent tasks. Identifies and works through priorities. Manages support tickets in a timely manner. Documents customer interactions. Creates internal (support team) and external (customers) procedures for existing knowledge base.

10% Project Management: Ensures assigned project goals and assignments are completed within prescribed deadlines. Serves as project team member, manages work of self and makes recommendations to management for software, hardware and resolutions for problems.

25% Customer Services/Consultant Skills: Provides assistance and support to users and departments for using specific software or processes based on standard procedures. Determines client needs and effectively communicates back to technical experts. School/Department Information The University of North Carolina School of the Arts (UNCSA) is a top-ranked creative and performing arts conservatory in Winston-Salem, North Carolina. It was founded in 1963 as America’s first public arts conservatory. UNCSA provides gifted emerging artists with the experience, knowledge, and skills needed to excel in their disciplines and in their lives, and it serves and enriches the cultural and economic prosperity of the people of North Carolina and the nation. UNCSA is the state’s unique professional school for the performing, visual, and moving image arts, training students at the high school, undergraduate, and master’s levels for professional careers in the arts. UNCSA Information Technologies (IT) department’s mission is to lead, serve, and support the school as it embraces and encourages integration of information technology in all aspects of campus life where it is appropriate and in alignment with UNCSA’s mission. UNCSA’s IT department is responsible for centralized IT management. Description of Work This position will provide consultation, support, and/or training to users of computer or other information technology-based systems located throughout the university, as well as basic support of hardware, software, operating systems and networking. This position requires a basic knowledge and understanding of Windows PC and Macs to effectively support users’ technical needs. This position will interact with a broad range of users requiring strong communication skills and the ability to use a variety of technical resources for providing technical support. Work Schedule and Hours Monday-Friday 8am - 5pm and other hours as necessary

High school diploma or equivalent; 1 year experience in the Information technology field related to this position.