[ref. a54153304] IT Deskside Support Assistant

Summary of Work Activities and Responsibilities

This includes providing technical support related to their computer’s operating systems, software, hardware, and networking.

• Installs, configures, and upgrades the hardware/software for desktops, laptops, printers, and other computer peripherals.
• Ensures that operating systems are up-to-date and secure and applies patches and updates, and resolves operating system related issues.
• Provides troubleshooting and support for desktops, laptops, printers and other computer peripherals.
• Attends to ticketed tasks and concerns.
• Updates ticketing status for ongoing and completed tasks/concerns.
• Provides primary Service Desk real-time technology support via phone/email/self-service to end-users.
• Attends to Video Conferencing Events/ Live Streaming/Video Conferencing Shared Services requirements.
• Guides users on how to use the Learning Management System and other productivity tools (e.g., Google Suite, Microsoft Office, other Software as a Service [SaaS], etc).

• Familiarizes the technical manuals of the different IT assets managed by the University.
• Provides technical assistance and support by guiding users on how to investigate and conduct basic IT diagnostics as a first level response to resolving their IT problems (e.g., login problems, software errors, and hardware malfunctions).
• Installs software needed in the computing devices, including specialty software.
• Performs minor repairs to IT assets, peripheral equipment, and software, following its design specifications.
• Analyzes and troubleshoots hardware.
• Backs-up files and reformats devices, when needed.
• Conducts regular maintenance of computers and peripherals.
• Distributes and updates software in each device.
• Attends to LAN cabling requirements.
• Documents technical issues, resolutions, and support provided and creates user manuals or guides for common issues.
• Updates the asset inventory and reflects all the related incidents and changes done related to the asset.

III. Performs other work-related tasks as may be required by the immediate supervisor and authorized representatives.

• Operating Systems and Network administration: Knowledgeable with MS Active Directory, Windows OS and MAC OS.
• End User Computing: Knowledgeable with video/web conferencing tools, desktop virtualization, end-point protection, image management, software
• Service Orientation: Actively looking for ways to help people; Ability to relate with client well- pleasing, warm, patient and respectful in dealing with people
• Communication Skills: Good verbal, written and interpersonal skills.
• Strong problem solver and able to multitask: Ability to identify issues quickly and effectively, analyze possible solutions, and recommend the best course of action for an issue.

• Bachelor’s degree
• At least 5 years of prior relevant experience
• Past experience providing IT support in a Windows and iOS office environment
• Good written and verbal communication skills
• Use of an ITSM ticketing system