Help Desk & Media Technical Support Technician

Company: Elms College
Location: Chicopee
Posted on: May 16, 2022

Job Description:

Job Description:
Primary point of contact for IT help desk technical support requests from faculty, staff, and students. Provides first-level technical support to users via telephone, emails, or in person. Assists and collaborates with media services on classroom and event support. Responsible for providing setup and support for classroom technology and AV equipment for classrooms and campus events.
Supervisory Responsibilities:
N/A
Duties/Responsibilities:

• 
  
• Act as the primary point of contact for technical support at the help desk
  
• Receives incoming phone calls and tickets, responds appropriately to user support requests and problems.
  
• Logs requests from phone calls and walk-ins.
  
• Escalates tickets to appropriate IT staff when necessary tracks and documents problems.
  
• Monitors tickets and work with IT staff and media services to identify and resolve issues.
  
• Maintains customer contact from initial call through satisfactory closure.
  
• Setup, test, and support required technology for campus events and meetings.
  
• Providing troubleshooting, support, and training for faculty in the use of classroom technologies and Zoom web conferencing.
  
• Assist Zoom system administrator with the creation of accounts and providing training materials and events for faculty and staff.
  
• Occasional evening and weekend coverage required.
  
• Other duties as assigned.
  
  Required Skills/Abilities:
  
  • 
    
  • Ability to prioritize events and classroom support.
    
  • Excellent interpersonal, communication, and problem-solving skills.
    
  • Awareness of classroom AV technologies and experience with Windows computers in a networked environment.
    
  • Knowledge of live event audiovisual technology
    
  • Proficiency with Google Apps, Microsoft Office software and OS Is required.- Experience with Zoom or other web conferencing software is preferred.-Must be self-motivated and able to work independently as well as in a team.
    
  • Knowledge and willingness to stay current with and continue learning about IT trends, practices, hardware and software developments and applications.
    
  • Ability to process and maintain confidentiality regarding employee, student/family records and data.
    
  • Ability to use tact, discretion and diplomacy in responding to help desk requests and in providing technical assistance to faculty, staff, and students.
    
    Education and Experience:
    Associate's degree in related field or equivalent technical training and experience. 1-2 years of experience providing technical customer service in a help desk environment and/or supporting classroom technology is preferred.
    Physical Requirements:
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Support and maintenance of the campus computer equipment will require lifting and transporting computer equipment. (Ability to lift 50lbs). Use of general office equipment in an office setting. Sedentary sitting. Requires equal amount of standing, walking, bending, stooping, reaching, and climbing multiple levels of stairs, light lifting, near vision, and manual dexterity to perform essential job functions.Ability to travel between buildings on campus with exposure to inclement weather conditions.Driving or traveling to locations in and outside of the area on college business. May require travel by car, train, bus, or plane.Occasional weekend and evening work may be required. May encounter stressful situations.TO APPLY: Send a cover letter, resume and contact information for 3 professional references via email (as Word or PDF attachments) to Review of applications will begin immediately and continue until the position is filled.
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Keywords: Elms College, Chicopee , Help Desk & Media Technical Support Technician, Advertising , Chicopee, Massachusetts