Position Summary:
Under the direction of the Chief Information Officer at Georgian Court University (GCU), the IT End User Support Specialist provides instructors, students, and faculty with technical support and training on the use of software, personal computers, printers, peripheral equipment, and network systems hardware. The IT End User Support Specialist resolves computer application problems and troubleshoots hardware malfunctions; provides support and installation for software or department, desktop computer applications, and Internet/Intranet including e-mail; installs, configures, and repairs personal computer hardware and software.
Duties and responsibilities will include:
- Evaluates, responds to, and resolves requests for technical support from instructors, students, and departmental staff experiencing problems with hardware, software, networking, and other computer related technologies.
- Diagnoses problems, performs remedial actions to correct problems, and/or recommends and determines solutions.
- Researches, resolves, and follows up on user problems; refers more complex problems to specialized or higher-level personnel.
- Delivers, installs, or assists personnel in the installation of personal computers, software, and peripheral components.
- Responds to inquiries concerning operating systems and diagnoses system hardware, software, and operator problems; installs, maintains, and upgrades operating systems and software packages across disparate platforms.
- Tests, loads, and configures specified software packages onto computers and mobile devices; may modify specific applications for use by department; deploys software, settings, scripts, and batch files to workstations remotely.
- Maintains documentation database as used by the department.
- Instructs users in software applications usage and basic computer navigation; advises users on best security practices.
- Creates baseline software sets for various makes and models of computers.
- Performs user data migration and recovery due to hardware/software upgrades or disasters.
- Assists in coordinating activities with the help desk, network services, or other information systems staff.
- Trains users on software and hardware usage by providing instruction and documentation.
- Provides updates, status, and completion information to personnel and/or users via voicemail, e-mail, or in-person communication.
- Recovers technology assets and evaluates/repurposes viable hardware; decommissions obsolete hardware; collects, strips, and prepares used equipment for salvage, including coordinating delivery to warehouse.
- Assists new staff as required.
Must Have Knowledge Of
- Academic Technology and peripherals, such as, personal computers, network hardware, and mobile devices.
- Personal computer, mobile device, and network system application software packages, specific to the area of assigned department, learning laboratory, or academic discipline.
- Principles and practices used in the operations, maintenance, and administration of network operating systems, personal computer system hardware, mobile devices, and related software systems.
- Techniques and methods of computer and mobile device hardware and software evaluation, implementation, and documentation.
- Troubleshooting, configuration, and installation techniques.
- Ability to use English effectively to communicate in person, over the telephone, and in writing.
Education and Experience
- Bachelor’s degree in an applicable field or equivalent combination of education and experience.
- Two years of related experience in IT.
Please note: this is a 1099 contract position and requires you to be on-site at GCU.
