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Desktop Support Specialist

Bridgeport, Connecticut University of Bridgeport

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Desktop Support Specialist

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Posting Details

Job Title Desktop Support Specialist

Job Summary
The University of Bridgeport is currently seeking an energetic and technical customer service oriented Desktop Support Specialist to be based in its Bridgeport, CT Campus.
This individual will report 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.

Department Academic & Campus Technology Services (ACTS)

Reports To User Services Manager

Classification Non-Exempt

Full Time or Part Time Full Time

Hours Per Week

Regular or Temporary Regular

Number of Months 12

Work Schedule Hours may vary due to the needs of the Department.

Major Duties and Responsibilities
Provide responsive, professional, knowledgeable and excellent support to users experiencing problems with technology and associated systems.
Provide technical, operations and training support to users, either remotely, 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-Abilities
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.
Skills:
Strong interpersonal skills Superior organization, prioritization, and self-motivation skill Strong computer literacy skills with the Microsoft Office Suite
Abilities:
Ability to interact effectively and work collaboratively with internal and external constituents;
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.

Other Functions
Occasional travel to other campuses may be required.
Occasional after-hours support and on-call support is required.

Required Level and/or Type of Education An Associate’s degree (or higher) in a technology related subject, or technical institute degree/certificate or equivalent work experience.

Required Years and Type of Experience Minimum five (5) years of progressive, practical, hands-on technical customer service experience.

Preferred 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.

Required Licenses/Certifications

Physical Demands
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.

Benefits Eligible Yes

Supervisory Responsibility Yes

Salary The salary is commensurate with qualifications, plus excellent benefits which can be viewed at .

Position Category Technical/Paraprof

Posting Number Staff00149P

Open Date 10/02/2019

Close Date

Open Until Filled Yes

Special Instructions to Applicants

EEO Statement
The University of Bridgeport is an equal opportunity employer. It is the policy of the University of Bridgeport to prohibit discrimination in admissions, educational programs and employment, and in the provision of services on the basis of legally protected class characteristics (unless there is a bona fide occupational qualification related to employment), or any other unlawful factor. Protected class characteristics include race, color, ethnicity, religion, age, creed, ancestry, workplace hazards to reproductive systems, sex (gender identity, gender expression, sexual harassment), marital status, civil union status, sexual orientation, genetic information, pregnancy, national origin, physical/mental/learning disability, veteran status and any other group protected by civil rights laws.

The University of Bridgeport complies with Clery Act and maintains records of campus crime statistics and security policies. Copies of University of Bridgeport Annual Security and Fire Report reports are available here.

Supplemental Questions

Required fields are indicated with an asterisk (*).
– How did you hear about this employment opportunity?
– Public Job Posting
– Internal Job Posting
– Agency Referral
– Advertisement/Publication
– Personal Referral
– Website
– Other
– * What is the highest level of education attained?
– GED
– High School Diploma
– Associates Degree
– Bachelors Degree
– Masters Degree
– Earned Terminal Degree (i.e., PHD, EDD, JD, DC, ND)
– * How many years of experience do you have in this type of position?
– 0-1
– 1-3
– 3-5
– 5-7
– 7+
– * Please describe the attributes that will make you a strong candidate for this position
(Open Ended Question)
– * If you have not had higher ed experience, please explain your interest in working in this environment.
(Open Ended Question)
– * Describe your experience working with an incident management (ticketing) system, round-robin phone support system and providing support to remote staff.
(Open Ended Question)
Documents Needed To Apply

Required Documents
– Resume
– Cover LetterOptional Documents
– Transcripts
– Letter of Recommendation
– Curriculum Vitae
– Media File
– Portfolio
– Other

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