Edge serves as a member-owned, nonprofit provider of high-performance optical fiber networking and internetworking, Internet2, and a vast array of best-in-class technology solutions for cybersecurity, educational technologies, cloud computing, and professional managed services. Edge provides these solutions to colleges and universities, K-12 school districts, government entities, hospital networks and nonprofit business entities as part of a membership-based consortium. Edge’s membership spans New York, New Jersey, Pennsylvania, Delaware and Virginia.
Edge’s common good mission ensures success by empowering members to achieve digital transformation with affordable, reliable and thought-leading purpose-built, advanced connectivity, technologies and services.
Edge is dedicated to providing the individuals and organizations we serve with the access, expertise and organizational capacity necessary to achieve their strategic goals and objectives with our technology products and services offerings.
Inspiring personal, professional, organizational and social growth and development with technology transformation in the digital era.
Under general supervision, 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
- 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.
- Participates in group problem solving activities to promote continual business process improvements and initiatives.
- Learns and applies emerging technologies and, as necessary, to perform duties in an efficient, organized, and timely manner.
- Establish and maintain a variety of filing, record-keeping, and tracking systems.
- Respond to and effectively prioritize multiple phone calls and other requests for service.
- Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet time deadlines.
- Understand scope of authority in making independent decisions.
- Review situations accurately and determine appropriate course of action using judgment according to established policies and procedures.
- Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
- Performs other related duties as assigned.
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 applicable field or equivalent combination of education and experience.
- Two years of related experience in IT.