Job Description

Job Description:
Fulfills the mission of Norwich University by providing computing, technology, and telecommunication support for the Norwich community via email, walk-ins, and telephone.

This is a 40 hour per week and 52 weeks per year 1.0 FTE position.

Salary: $18.00/hour or more depending on experience.

Essential Functions

Answers questions directed to the Help Desk accurately, concisely and in a timely fashion in accordance with the ITS Service Level Agreements.
Installs, deploys, maintains, supports, and repairs computer hardware, peripherals, printers, data storage devices and specialty equipment.
Provides networking support for a wide variety of computers, mobile devices, and other technologies.
Assists in the maintenance of computer-related hardware and supply inventory
Provides telecommunication support including minor VoIP management, telecom voicemail configurations, and password resets. Enters tier 2 tickets with the vendor.
Provides student support which includes assisting undergraduate, distant and online graduate students.
Provides tier 1 troubleshooting and support of technology in classrooms including projectors, A/V equipment, cabling, and systems.
Assists with Large Scale technology changes and emergency support.
Provides printer configuration, support, and management.
Provides special event support including guest Wi-Fi assistance, speaker liaison, and Audio-Visual Support.
Provides customer training on technology within current service catalog support.
Provides before and after-hour support for critical issues
Helps transition knowledge of customer requirements and implementation setup to ensure the understanding of how specific products are utilized in the learning environment and what future technical needs might arise
Seeks new features and assist customers in the integration and adoption of features to help ensure long-term success.
Assists with the development of references and other online materials supporting technical "how-to's".
Other Functions

Maintains confidentiality of sensitive or private information.
Communicates with employees, students, and others in a respectful and clear manner.
Serves on University committees, councils, workgroups or other designated bodies as assigned.
Achieves, maintains proficiency in, and utilizes computers, telephones, and other job-related equipment, including related systems and software.
Speaks, reads and writes in English.
Communicates by telephone, email, letter, in person, or other means or device.
Performs other tasks as assigned by supervisor.

Requirements:
Bachelor's degree or 2 years of IT support experience required
Experience in higher education setting preferred
Knowledge with Windows and Mac OS X operating systems
Proficiency in MS Office (Word, Excel, SharePoint, Teams, and Outlook)
Able to sit, squat, reach, push, pull, and manipulate related equipment; lift 50 pounds; travel outdoors to various parts of the campus
Work some evening or weekend hours
Environmental Conditions

Indoor work at a computer workstation
Low level of exposure to noise, dust, fumes, vibrations, and temperature changes.