IT Desktop Support Specialist

The University of Bridgeport is seeking candidates for the position of IT Desktop Support Specialist . This Desktop Support Specialist reports to the User Services Manager and will work with a team of Specialists in support of all faculty, staff and students using PC’s, mobile devices and telephone systems owned by the University of Bridgeport. The critical responsibility of this individual is to provide responsive, professional, knowledgeable and excellent incident resolution to clients while following established protocols. This position is located in Bridgeport, CT.

Prim ary Responsibilities include, but are not limited to, the following tasks:

• Provide responsive, professional, knowledgeable and excellent support to users experiencing problems with technology and associated systems.
• Provide technical, operations and training support to users, remotely, either by telephone or on-site relative to PC hardware and software packages.
• Identify, research and resolve technical problems. Perform hardware diagnostics and coordinate repairs.
• Maintain IT asset inventory and life cycle, from deployment to decommissioning.
• Support, monitor, test and troubleshoot hardware and software problems. Perform manual/automatic backups as needed.
• Document all incidents reported by users via an incident management system to maintain historical records and related problem documentation as well as online knowledge base.
• Create documentation for use by the technology team and for user training purposes.
• Educate the users on the best use of technology through formal and informal educational sessions.

Knowledge, Skills and Abilities:

• Strong interpersonal skills
• Superior organization, prioritization, and self-motivation skills
• Strong computer literacy skills with the Microsoft Office Suite
• Ability to work collaboratively with ethnically, culturally, and socially diverse students, staff, faculty, and other external constituencies;
• Ability to listen to constituents and to understand and respond positively to their requests;
• Ability to adapt to changing assignments and multiple priorities;
• Ability to manage multiple tasks and successfully meet deadlines;
• Ability to supervise including scheduling and supervising student employees as directed

Physical Requirements:

• Must be able to lift 40 pounds, and pull a cart.
• Use one or two hands to grasp, move, or assemble objects.
• Use muscles to lift, push, pull, or carry heavy objects.
• Bend, stretch, twist, or reach out.
• See details of objects that are more than a few feet away.
• See differences between colors, shades, and brightness.

Qualifications

Required Qualifications

• Minimum five (5) years of progressive, practical, hands-on technical customer service experience.
• An Associate's degree (or higher) in a technology related subject, or technical institute degree/certificate or equivalent work experience.
• Extensive knowledge of Microsoft operating systems, Macintosh (OS 10.x) support, Windows and Mac based software applications as well as administrative environments such as Active Directory, Office
• 2016, Adobe Acrobat, Photoshop, Internet Explorer, Edge, Mozilla Firefox, Google Chrome, Safari, PC hardware, Android and iOS devices.
• Understanding of basic networking technology and Ethernet communication, hardware and software configuration of printers, PC workstations, laptops, tablets and other similar peripheral equipment.
• Ability to troubleshoot and resolve issues on a desktop platform.
• The ability to communicate information and ideas so others will understand.
• Asset tracking and image creation and maintenance for mass deployments
• Demonstrated experience quickly learning new technologies and platforms.
• Proven track record of meeting deadlines and service level objectives and demonstrating good judgment on when and to whom to escalate problems.
• Excellent organizational and follow-up skills with strong attention to detail are required.
• Proven experience at interacting positively with management and co-workers over various communication channels, including in-person, over the phone, via email and over instant messenger.
• Experience in writing clear, concise technical documentation and clear, accurate, non-technical summaries.
• Experience working with an incident management (ticketing) system, round-robin phone support system and providing support to remote staff.
• Must be able to work independently and have proven experience as a productive member of a team.

Pref erred Qualifications:

• Experience with various business/higher education applications (CRM, SharePoint, Blackboard, Canvas etc).
• Using WebAdvisor and Colleague WebUI.
• Experience with Microsoft Systems Center Configuration Manager.
• Experience with JAMF and various MacOS/iOS deployment and management tools.
• Experience building and maintaining system images.
• A+, MCITP, ACSP.

Some evenings and weekends may be required

(This job description does not constitute an employment agreement between the employer and employee. It is used as a guide for personnel actions and is subject to change by the employer as the needs of the employer and requirements of the job change.)