IT User Support - Part Time

CLASSIFICATION: Staff  

JOB FAMILY: Information Technology  

JOB CODE: 8339-0000 

FLSA STATUS: Non-Exempt 

JOB TITLE DEFINITION:  

IT User Support positions perform analytical, technical, and administrative work in support of new and existing personal devices and workstations; diagnose and resolve problems in response to customer reported incidents; install new hardware and software and maintains existing components; train end users in the use of equipment and software; perform general maintenance tasks; troubleshoot and resolve issues with user devices and peripheral equipment located throughout the organization; prepare progress reports for all work performed.

SAMPLE WORK ACTIVITIES:  

• Provide customer service and technical support to end-users for hardware and software  
• Diagnose, research, and resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary 
• Provide guidance and explain policies and procedures to end-users  
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution  
• Train customers on new devices and technologies 
• Install software on new or existing devices, in accordance with standard procedures 
• Assist in the set-up of new equipment and devices  
• Assist users in obtaining access to systems 
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation 
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals 
• Assist with preventative maintenance within specified guidelines and procedures 

REQUIREMENTS: N/A