Staff Assistant for End User Support

About Worcester State University:

WORCESTER STATE UNIVERSITY is a liberal arts and sciences university with a long tradition of academic excellence dating back to 1874, as well as an Affirmative Action/Equal Opportunity Employer that seeks to reflect the diversity of its community. Our workforce is dedicated to academic quality, student-centered programming, engaged citizenship, open exchanges of ideas, diversity and inclusiveness, and civility and integrity. We are looking for job applicants who share these values and commitment to our students.

Worcester State is centrally located in Massachusetts, about an hour's drive from Boston, Springfield, and Providence, Rhode Island. Our 58-acre campus is nestled in the residential northwest side of Worcester--the second largest city in New England and home to 37,000 college students at more than a dozen colleges and universities. Over 6,000 of those students attend Worcester State--approximately 5,300 are undergraduates and 1,000 are graduate students. Learn more about us at worcester.edu/about .


Job Description:

OFFICIAL TITLE: Staff Assistant for End User Support
SUPERVISION RECEIVED: Associate Director for End User Services
SUPERVISION EXERCISED: May supervise temporary or student personnel as assigned

General Statement of Duties: The Staff Assistant for End User Support is responsible for supporting the University's end-user service technologies. The incumbent supports both classroom and lab technologies, as well as assists with the needs of the IT Help Desk and the Laptop Repair Depot, and performs other similar technology support as assigned.

Responsibilities:

(E) = Essential

1. (E) Provides support for the daily operations of the student, faculty and staff laptop and desktop support.
2. (E) Images, delivers and sets up computers and peripherals across campus.
3. (E) Assists in the maintenance of laboratory technology. Performs computer upgrades, software installations, and hardware repairs; secures devices to location, etc.
4. (E) Supports classroom technology; responds to tickets, troubleshoots problems, performs repairs, computer upgrades, and software installations, ensures computers are working appropriately.
5. (E) Covers open shifts at the Help Desk and Laptop Repair Depot as needed.
6. (E) Assists with performance of ticket triage at the Help Desk as needed; sets priority, directs to appropriate group for resolution, etc.
7. (E) Creates documentation for training and for IT reference purposes.
8. (E) Assists with the documentation of best practices, policies, and procedures for student laptop and campus computing support.
9. (E) Assists with the adaptation and integration of new end-user technologies and services across campus.
10. (E) Assists with training part-time and student employees/interns.
11. (E) Provides coverage at events, such as Orientation, Open House, etc.
12. (E) Stays up-to-date on potential security threats and viruses.
13. (E) Demonstrates civility and professional, customer-service oriented behavior, worthy of emulation by other staff and students.
14. (E) Responsible for contributing to the WSU Strategic Plan.
15. (E) Responsible for contributing to Equal Opportunity/Affirmative Action objectives.
16. Performs other duties as assigned.

Requirements:

Required Qualifications:

• 3 - 5 years of experience within IT
• Experience working with several operating environments, including Windows, Mac OS, Linux, and Chrome OS.
• Experience with basic technologies and protocols
• Strong interpersonal and communication skills; both written and verbal
• Self-motivated; ability to work without direct supervision
• Ability to lift up to 30 pounds
• Ability to push and pull a cart outside and inside, up and down hills
• Ability to bend, stoop, squat, kneel, etc. for purposes of installing equipment
• Ability to work occasional nights and weekends for events requiring support
• Ability to learn and adapt to changes in technologies
• Ability to pass a thorough background check
• Ability to perform the essential functions of the position with or without reasonable accommodation

Preferred Qualifications:

• Bachelor's Degree in Computer Science or related field.

Additional Information:

Worcester State University is an Affirmative Action/Equal Opportunity Employer which seeks to reflect the diversity of its community.

The firm annual salary range for this full-time, exempt, benefited APA position is: $40,000 - $45,000.


Application Instructions:

All applicants must apply online at worcester.interviewexchange.com

Expected documents for submission include a cover letter, resume, and a list of three professional references with contact information. Applicants must complete the National Student Clearinghouse Authorization form or submit the official transcript of highest degree.

All information that can be uploaded to one's e-account should be done so by the applicant; information which cannot may be faxed to 508-929-8169 or emailed to hr@worcester.edu, or may be sent to the following address:

Executive Director, Chief Human Resources Officer

Worcester State University

486 Chandler Street

Worcester, MA 01602-2597

URL: www.worcester.edu