IT Deskside Support Assistant | Project Engagement  

Project Engagement/Project-based (3-6 months)

Summary of Work Activities and Responsibilities

Under the supervision of IT Deskside Support and Materials Management Supervisor, IT
Deskside Support Assistant provides in-person or online deskside computer system and technology-based system support for all University employees and students computing needs. This includes providing technical support related to their computer’s operating systems, software, hardware, and networking.

Main Duties and Responsibilities

I. Service Desk and System Support

• Installs, configures, and upgrades the hardware/software for desktops, laptops, printers, and other computer peripherals.
• Ensures that operating systems are up-to-date and secure and applies patches and updates, and resolves operating system related issues.
• Provides troubleshooting and support for desktops, laptops, printers and other computer peripherals.
• Attends to ticketed tasks and concerns.
• Updates ticketing status for ongoing and completed tasks/concerns.
• Provides primary Service Desk real-time technology support via phone/email/self-service to end-users.
• Attends to Video Conferencing Events/ Live Streaming/Video Conferencing Shared Services requirements.
• Guides users on how to use the Learning Management System and other productivity tools (e.g., Google Suite, Microsoft Office, other Software as a Service [SaaS], etc).

II. Technical Assistance and Support

• Familiarizes the technical manuals of the different IT assets managed by the University.
• Provides technical assistance and support by guiding users on how to investigate and conduct basic IT diagnostics as a first level response to resolving their IT problems (e.g., login problems, software errors, and hardware malfunctions).
• Installs software needed in the computing devices, including specialty software.
• Performs minor repairs to IT assets, peripheral equipment, and software, following its design specifications.
  • Analyzes and troubleshoots hardware.
  • Backs-up files and reformats devices, when needed.
  • Conducts regular maintenance of computers and peripherals.
  • Distributes and updates software in each device.
  • Attends to LAN cabling requirements.
• Documents technical issues, resolutions, and support provided and creates user manuals or guides for common issues.
• Updates the asset inventory and reflects all the related incidents and changes done related to the asset.

III. Performs other work-related tasks as may be required by the immediate supervisor and authorized representatives.

Knowledge, Skills and Abilities

• Operating Systems and Network administration: Knowledgeable with MS Active Directory, Windows OS and MAC OS.
• End User Computing: Knowledgeable with video/web conferencing tools, desktop virtualization, end-point protection, image management, software
• Service Orientation: Actively looking for ways to help people; Ability to relate with client well- pleasing, warm, patient and respectful in dealing with people
• Communication Skills: Good verbal, written and interpersonal skills.
• Strong problem solver and able to multitask: Ability to identify issues quickly and effectively, analyze possible solutions, and recommend the best course of action for an issue.

Education and Experience Requirements

• Bachelor’s degree
• At least 5 years of prior relevant experience
• Past experience providing IT support in a Windows and iOS office environment
• Good written and verbal communication skills
• Use of an ITSM ticketing system