Responsible for planning and delivery of computing hardware support servicesincluding installation, maintenance, troubleshooting, user assistance, andtraining. Functions may include diagnosing and resolving problems in response tocustomer reported incidents, planning and analysis of work processes,researching and reporting trends and patterns of problems, installing,troubleshooting, and maintaining hardware and software, consulting with librarystaff to identify needs and requirements, researching and proposing options fornew software and hardware that streamline the support processes, and ensuringthe rigorous application of information security/information assurance policies,principles, and practices.

Prepare computers for installation using imaging software and performing configuration tasksInstall computer systems, peripherals, and software; includes preparatory tasks, transportation, physical networking, and power management and protectionPerform troubleshooting (which may include Internet search and vendor contact) to correct various computer hardware and software malfunctionsProvide user training and support regarding the use of City ComputersAssist in coordinating computer hardware and software purchases which includes determining and gathering system specifications to optimize performance and utilityCoordinate repair, replacement, or return of hardware and software with vendors to resolve operating problems encountered by product userMaintain database inventory of all City computers, hardware, and software for tracking and budgeting purposesUser account management in Active Directory which includes creation and deletion of accounts and maintaining membership of security and distribution groupsManage Exchange server and user email account informationCreate documentation for procedures such as account creation Work under minimal supervision to resolve user issues through HelpDesk calls and emailsFollow up with users to provide feedback and see problems through to resolutionManage HelpDesk operations which includes assigning tickets and ensuring user satisfaction

Diagnose, troubleshoot, repair, maintenance, and upgrade computer equipmentBackup and recovery of hard drive dataOperation of software and hardware diagnostic toolsAccount management for faculty and staff usersConfigure and troubleshoot computers and printers on the College of Pharmacy’s networkInstallation of various computer operating systems Desktop application support which includes assisting with software installation, maintenance, and training for customersMade recommendations and provided specifications for new equipmentResolved routine virus problemsUsed standard references, resources, procedural materials and assistance from senior staff to resolve problems, contacting vendors to report and resolve problemsProvided remote support for distance faculty and staff at remote sites