JOB DESCRIPTION FORM

I. JOB SUMMARY

Provides end user technical support for Information Technology throughout the D’Youville network.

II. PRIMARY JOB DUTIES:

• Troubleshoots, resolves, and maintains personal computers and mobile devices.  Provides some support around servers, AV equipment, smartphones, the phone system, printers, etc. 
• Provides end user support of all hardware and software.  Assists with telecommunications and audio-visual training and support when needed. Demonstrates knowledge of software applications.
• Sets up and images laptops, PC’s, and mobile devices. Assists with network administration by granting software access and directory rights for users if needed.
• Conducts appropriate one-on-one formal and informal training sessions for computer users; creates learning materials to support training. 
• Assists in the implementation of hardware and software applications.
• Demonstrates strong analytical, critical thinking and problem-solving skills.
• Provides timely, appropriate and knowledgeable responses to end user issues; creates a stress-free atmosphere for users to ask questions and share concerns.
• Demonstrates the ability to apply technology in many different environments.
• Exhibits strong communication skills both within the IT Department and with other departments and at all levels.

III. OTHER JOB DUTIES:

• Performs other duties as required.

IV. KNOWLEDGE, SKILLS, & ABILITIES:

• Possess critical thinking skills, proficiency in organizing resources and establishing priorities and strong interpersonal and communication skills.
• Ability to plan and meet both short and long-term goals.
• Working knowledge of MS Office 365 and SharePoint.
• Excellent oral and written communication skills.
• Excellent analytical and decision-making skills.
• The ability and eagerness to promote a team environment by working in a cooperative and collegial manner with others to accomplish organizational goals and objectives.
• Must be able to handle diverse work problems on a daily basis with the ability to resolve problems and handle conflict as part of a team.

V. JOB SPECIFICATIONS:

EDUCATION:

• Associate’s degree in computer science (or related field) preferred.
• 3 to 5 years of experience in an end-user support position within a LAN/WAN environment.

EXPERIENCE:

VI. PHYSICAL & ENVIRONMENTAL REQUIREMENTS:

• Mental/Visual Demand and Physical Effort.

• For normal office environment must be able to lift 50lbs from floor level.

• Must be able to lift and maneuver normal size full file box for archival purposes.

• Must be able to occasional bend, twist, and stoop.

• Frequent typing of computer keyboard.

• Must be able to operate standard office equipment such as computer, mobile device, phone,

     copier, scanner, printer, or related items.

• May be called upon to work beyond the normal workday.
• Must have good personal hygiene and adhere to corporate dress policy (business casual).