Information Technology - Desktop Support Technician

TITLE: Desktop Support Technician

DEPARTMENT:  Information Technology Help Desk

EMPLOYMENT STATUS: PERMANENT, FULL TIME

FLSA STATUS: NON-EXEMPT

ORGANIZATIONAL RELATIONSHIP: Reports to Director of User Services

JOB PURPOSE: To assist and support the Wagner community with campus technology resources and facilitate instructional settings in support of pedagogy.  Troubleshoot and resolve problems involving all computing resources such as hardware (Macs & PCs, multi-function printers, telephony and networking equipment) and software applications (MS Office, Adobe Suite, etc).  Deploy computers by implementing hardware-appropriate, standardized images.  Dispatch, manage, and fulfill helpdesk service tickets.

DUTIES/RESPONSIBILITIES:

Essential Functions: 

• Deployment of computing resources throughout the campus
• Customer service/front desk/office management
• Respond to help desk requests via phone, email, ticketing system, and walk-in
• Troubleshoot and maintain functionality and working condition of all computing resources including computers, printers, media, campus telephony, cell phones & networking equipment
• Troubleshoot classroom media technology issues that may arise
• Document standard operating procedures and provide/deliver training materials.
• Follow policies and procedures established by the IT department
• Supervise and delegate tasks to student employees

Non-Essential Functions:

• Manage and maintain department records/database/inventory
• Produce reports on equipment usage, and life cycle
• Assist in the technology needs during college events such as Commencement, Guest Speakers, Board of Trustee Meetings, etc.
• Other duties as assigned by the Director of User Services.

QUALIFICATIONS

Work Experience:  Customer support & service experience in a technical support related area. Computer (Mac and PC) hardware and software troubleshooting knowledge. Ability to follow established guidelines to perform the functions of the job.

Education:  Associate’s or Bachelor’s degree preferred but not required.

Certifications:  A+, Network+, ACMT preferred but not required.

Licenses:  Valid driver’s license.

Desired Work Traits:  Ability to multi-task and manage multiple projects simultaneously, to work independently, maintain effective working relationships with all college Constituents, to lift up to 60 pounds.

Computer Skills:  Familiarity with TeamDynamix (TDX), ServiceNow, or other Help Desk ticketing systems. Proficiency in Microsoft Windows, Apple OS X, Apple iOS, Android OS, Linux, Office Suite, and Adobe Suite. Antivirus and anti-malware software such as McAfee & Malware-Bytes.  Implementation of security/anti-theft apps and/or solutions, such as Computrace.

Communication/Interpersonal Skills:  Possess good interpersonal, customer service & problem solving skills. Knowledge of Help Desk & customer service methods and procedures.

SPECIAL CONSIDERATIONS: WORK ENVIRONMENT, HOURS THAT MAY BE OUT OF THE ORDINARY (SUCH AS MUST BE AVAILABLE ON NIGHTS AND WEEKENDS, FREQUENT EXTENDED HOURS, OFTEN ON SHORT NOTICE ), TRAVEL…ETC.  PHYSICAL DEMANDS OF BEING ABLE TO LIFT/MOVE UP SOMEWHERE BETWEEN 25 TO 60 POUNDS.

Nothing in this job description restricts Management’s right to assign or reassign duties and responsibilities to this job at any time.

Wagner College, founded in 1883, seamlessly blends professional programs with a liberal arts grounding for a comprehensive, experiential-forward education that fosters well-rounded, adaptable graduates. The college’s verdant residential campus offers a traditional college experience on New York City’s Staten Island.

Wagner prides itself on robust student support services, including personalized academic advising, comprehensive career counseling, and a wide array of wellness programs. Students are prepared not only for professional success but also for meaningful lives through the faculty’s dedication to promoting scholarship, achievement, leadership and citizenship.

Wagner College offers a generous benefit package that includes medical, dental, vision, pension and paid time off benefits to all full-time employees. The Wagner College Office of Human Resources partners with all members of the College community to cultivate a work environment that values equal opportunity, diver