End User Computing Spec I

Helpdesk Role

• Monitor helpdesk for incoming tickets and proactively communicate with customers.
• Answer incoming help desk calls and create service tickets as needed.
• Serve as a technical resource for end-users, assisting with basic to moderately complex issues.
• Create and maintain DCP IT documentation used to track projects, issues, and document processes.

Computer and Peripheral Support

• Install new or existing computers and peripheral equipment for customers.
• Isolate hardware issues and replace basic parts on computers, peripherals, and other systems.
• Communicate with 3rd party vendors to troubleshoot hardware, complete warranty claims, or schedule on-site support visits as needed.
• Assist DCP departments with IT equipment relocation.

Operating Systems and Software Support

• Install, configure, and troubleshoot Windows and Mac operating systems.
• Install, troubleshoot, and resolve issues with various software.
• Communicate with 3rd party vendors to troubleshoot as needed.

Enterprise Management Tools

• Use Active Directory to troubleshoot basic issues with user, computer, and group objects.
• Use SCCM and JAMF to troubleshoot basic issues with Windows and Apple devices.
• Use Microsoft Entra and Intune to troubleshoot basic issues with cloud-based user, computer, and group objects.

Other Duties as Assigned

• Perform college-wide equipment inventory as directed by the IT Supervisor.
• Provide IT-related reports to the IT Supervisor as needed.
• Develop basic user guides for common tasks.
• Other duties assigned by the IT Supervisor or college leadership.

Associate’s degree; or a high school diploma or equivalent and two years of relevant experience., Associate’s degree; or a high school diploma or equivalent and two years of relevant experience. Preferred:

• CompTIA A+, or equivalent certification.
• Knowledge of computer concepts, terminology, and analytical techniques of troubleshooting IT-related issues.
• Experience with any of the following: Active Directory, SCCM, JAMF, Microsoft Entra, Microsoft Intune.
• Experience with Windows and Mac operating systems in an enterprise environment.
• Demonstrated excellence in customer service, both in-person and over the phone.
• Ability to effectively create and maintain documentation.

$20.59 - $23.95/hour