Desktop Support Specialist (Lasell Village)

JOB SUMMARY:

The Desktop Support is primarily responsible for effective support, preventative maintenance, and consultation for desktop technology for Lasell Village. This position troubleshoots and provides resolution for desktop technology issues and requests including desktop computers, laptops, mobile devices, printers, copiers, software (including installs), and many other devices.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

The statements below are intended to describe the principal duties of the person or persons assigned to this job. They are not intended to be an exhaustive list of all job duties and responsibilities. Lasell College has the right to add or change the job responsibilities at any time.

Desktop Technology Responsibilities:

• Deploys new computers, printers and peripherals
• Computer setup for new hires, moves, and changes (file migration, user preferences, etc.)
• Onboarding new residents
• Collaborate on the creation and testing of staff computers
• Provide "fixes" and modifications of installed software
• Maintain network printers
• Maintain Physical Security of computers
• Diagnose & replace computer components (hard drive, memory, optical drives)
• Diagnose network and wireless issues (connectivity, network port patches, switch)

System Responsibilities:

• Maintains and provides "fixes" and updates to Point of Sale (POS) devices
• Assist Sr. Application Support Analyst in providing AOD support to staff
• Provide support for Approved LV Enterprise and Desktop Application
• Add content to LV social networks: Facebook, Twitter, etc
• Update LV web site with content provided by key staff members
• Special projects as assigned (tracked in Trello)
Onboarding & Training Responsibilities:
• Onboard employee technology and coordinate necessary user access
• Onboard resident technology in their apartments, including assisting with the set up of Comcast cable TV and phone accounts
• Provide basic deskside support and training for Microsift Office and O365
General Responsibilities:
• Complies with department and Lasell Village policies and procedures
• Completes assigned customer service requests (work orders) on timely basis
• Other duties as assigned

MINIMUM KNOWLEDGE AND SKILLS REQUIRED BY THE JOB:

Education level:

Bachelor degree or relevant technical certificates

Technology skills:

• Advanced (2+ years) PC/Mac/Printer Hardware configurations and troubleshooting
• Comprehensive understanding of PC and Mac hardware and experience performing substantial repairs on desktop computers and laptops
• Experience installing and troubleshooting software and hardware
• Knowledge of desktop security/networking and standards and working knowledge of local area networks (wired/wireless)
• Experience delivering tier 2-3 desktop support to end users in Windows environment
• Experience using endpoint management systems such as Microsoft Endpoint Protection as well as Sophos Antivirus
• Demonstrated success as Tier 3 escalation resource
• Familiarity with Microsoft Office applications

Other Skills/Requirements of the Job:

• 2+ years related experience
• Strong technical troubleshooting and resolution skills with demonstrated ability to learn new skills quickly and strong research and analytical skills for more complex issues/problems
• Must be able to work independently on complex work with minimal direction as well as collaboratively within a team setting as either participant or leader
• Strong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload and schedule for self and assigned student staff in a wide variety of settings and situations
• Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations | ability to maintain a strong sense of urgency | appropriate use of judgment as to when to escalate difficult situations or seek guidance
• Ability to follow up on assignments from Client Services Manager and complete tasks in a timely manner
• Attentive to detail and documents work as well as communication with clients through ticket tracking system (tracked in Kace)
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization and ability to adapt and respond to elderly resident's IT needs.
• Accept and understand the privacy and confidential information policies.

PHYSICAL AND VISUAL REQUIREMENTS OF THE JOB:
Physical:
High level of physical effort such as pushing, pulling, bending, lifting and carrying heavy objects. (Over 50 lbs.)

Visual:
Above average visual effort with frequent exposure to visually demanding work involving detailed work.


WORKING CONDITIONS:
Work performed in an environment with correctable conditions suc as lighting and room temperature.

Hazards:
Normally, no exposure to job hazards; probability of injury is remote.

Lasell College is committed to equal opportunity in every aspect of hiring and employment. Lasell proactively reviews its policies and practices to assure that decisions with respect to every dimension of employment are made without regard to age, color of skin, disability, gender expression and identity, genetic predisposition, marital status, national origin, race, ethnicity, religion, sex, sexual orientation, veteran's status, status as a victim of domestic violence, and all other protected groups and classes under Federal and State Laws and executive orders.