SUPPORT DESK SPECIALIST

SUPPORT DESK SPECIALIST
Miami University- Oxford, OH
Information Technology Services


Main responsibility is to provide support to faculty, staff, and students in their use of technology; troubleshoot & solve technical issues related to the Windows and Macintosh environment; network connectivity; central servers and services. Shift work covers 24 hours, including weekends. Varied work schedule may be required.
Other tasks & responsibilities include:
•Provide direct support of faculty, staff, and students by answering phone and e-mail requests related to their use of supported software and services, retaining ownership until problem is resolved.
•Interact with other IT units to report and resolve problems promptly and completely.
•Log and track client problems using enterprise tracking solution.
•Develop documentation that will assist clients with the use of supported services and write and maintain documentation to populate the technology Knowledge Base.
•Assist in the evaluation of new software/technology and make recommendations on how IT should support these products.•Supervise Support Desk student staff as required by the Support Desk Manager.
•Actively promote a customer-oriented approach throughout IT Services.
•Participate in professional development activities.
•Perform other related duties as required or assigned.


Requirements include:•Associate degree (Bachelor’s preferred) in a related field
•Experience working with Windows-Intel and Apple-Mac related products in a computer support environment
•Knowledge of desktop operating systems, application software, and networking & databases
•Ability to analyze causes of client problems and generate solutions to them
•Customer service skills including diplomatically, patiently, and successfully handling complaints, problems, questions, conflict, and suggestions•Ability and willingness to work independently in a team environment
•Ability to take initiative in providing support to the client
A+ or Microsoft Certification desirable.


Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted.

To Apply:
A cover letter, resume, e-mail address and three references are the criteria to apply for this position. ON LINE APPLICATION PREFERRED at www.muohio.edu. For questions regarding this position, you may also contact Leah Tuscany @ 513-529-2720. Screening of applicants begins immediately and continues until the position is filled.Miami University is an Equal Employment Opportunity Employer and encourages applications from women and minority candidates. Web site at: www.muohio.edu Campus Crime and Safety Report --www.muohio.edu/righttoknow. A hard copy may be obtained by contacting the Department of Human Resources.
REQUIREMENTS
see job description above