Under general supervision, perform routine PC, peripheral equipment, and software installation. Provide hands on technical assistance and effectively troubleshoot problems based on learned knowledge. Assist customers who are experiencing procedural or operational difficulty with the use of technology applications, products, and services. Investigate and resolve computer software and hardware problems. This includes assistance via telephone, email, fax, walk-up, or assigned tickets. May assist and/or setup classroom/computer labs computing needs.
Work under guidance and direction. Once priorities are set, perform tasks with regular process updates. First level of support for walk-up customers (staff, faculty, and students) and/or departmental customers. Device management complexity is typically entry level. Demonstrated ability to provide good customer service. Tasks are simple in nature (i.e., working with single devices or device types, or simple software, or handling one customer at a time).
Roles & interactions: The Candidate will possess the ability to diagnose and troubleshoot basic desktop and network, device, and data communications problems, and install software and hardware utilizing remote tools to efficiently and effectively support customers and resolve problems in a timely manner.
Specific devices, software, projects for which the position is responsible: The Technical Support Analyst in this position will provide hardware and operating system support for Windows and Macintosh systems, as well as providing support for other technologies. The position will provide support for the standard applications used within CTS, as well as troubleshooting and assistance with departmental specific applications used by CTS supported departments.
Scale/size of area, project and/or system supported: The incumbent is responsible for providing remote support for 20,000 plus customer and possess ability to diagnose and troubleshoot basic desktop and network, device, and data communications problems, and install software and hardware utilizing remote tools to efficiently and effectively support customers and resolve problems in a timely manner.
Job Responsibilities: ANALYSIS and DESIGN
- Review basic software and hardware requirements.
- Analyze work flow of customer environment.
- Make recommendations for work space design.
INSTALL, CONFIGURE, MAINTAIN
- Install, configure, and maintain end user devices (PC Workstations, mobile devices, peripheral equipment).
- Install software for walk-up customers.
- Physically fix or repair devices with problems.
- Set up personal devices for staff, faculty, and students who need access to local Hopkins networks.
- Physically lift, unpack, and move electronic equipment.
- May require lifting and moving furniture.
- Provide support and troubleshooting for Computer Labs, Administrative PCs and walk in customers (students, faculty, and staff). Resolve network printer problems,troubleshoot workstation, network, and internet access problems.
- Assist students, faculty and staff on the use of installed software applications, and configuring e-mail accounts.
- Provide daily reports to management on current issues.
- Troubleshoot and resolve hardware and software problems (including mobile devices and peripherals) by following documentation and by using appropriate diagnostic tools to provide solutions to customer.
- Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk.
- Keep current on supported technology to maintain knowledgebase and skills.
- Document instructions for using various hardware and software for customers.
- Provide technical support in the use of computing devices, software products and operations by responding to customers as needed.
- Complete requests as assigned by meeting published Service Level Agreements and/or agreed to delivery dates to ensure customer satisfaction.