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Job Description:

Basic Function:

• Provide software and hardware technical support and trouble-shooting services to for faculty, staff and students users of Microsoft Windows and Apple Mac OS environments who are experiencing computer hardware, software, and/or network issues. Uses discretion to determine which issues indicate a larger systemic issue.

• Diagnose software and hardware issues and use independent judgement to find resolution with computers, laptops, printers, and audio/video presentation equipment in classrooms, conference rooms, event spaces, and team meeting rooms.

• Perform regular software and hardware maintenance tasks for classroom technology including cleaning, updates and upgrades.

• Respond to non-routine software and hardware systems instances using creative thinking and advanced trouble-shooting skills to assess situation, develop possible approaches, and deliver solution.

• Tier 1 support for all classroom issues during class time as calls come in. Perform hardware upgrades new computer installs and software upgrades for faculty and staff.

• Tier 2 support for Help Desk, providing advanced solutions for issues that require additional knowledge than possessed by the help desk technicians.

• Maintain data backup and recovery to safeguard university information and minimize data loss.

• Assist in restoring data from backups in the event of system failures or corruption.

• Maintain accurate inventory of computer equipment, software and peripherals ensuring accurate tracking.

• Assist in procurement processes by identifying the need for new equipment and suggesting suitable options.

• Provide excellent customer service by Phone, email, or in-person support. Strong service orientation is essential to support C-Suite user contacts.

• Provide point of contact support for technical issues & services for faculty and staff and students (as help desk needs.)

• Responsible for office and classroom relocations, additions, and modifications as needed, as well as special projects as assigned.

• Remote work per approval by manager

Unusual Work Conditions – Support of satellite offices as needed, nights and weekends as needed

Required Qualifications

• Education: BA/BS in technical field or equivalent experience:

• 3-5 years in a service-based industry providing technical support to customer using computers, audiovisual and multimedia technology.

• Strong service orientation is essential; strong organizational and communication skills are important to deal with varied and high-level user contact.

Knowledge and Skills Needed:

• Strong Understanding of Windows and Mac hardware components, software applications and printers and networking devices. Proficiency in various Operating systems is crucial. Windows and macOS.

• Solid grasp of networking concepts, protocols, IP addressing and subnetting is necessary to troubleshoot connectivity.

• Knowledge of systematic troubleshooting methodologies to identify and resolve hardware and software issues.

• Strong Problem Solving

• Excellent communication skills

• Excellent customer service skills

• Attention to detail and adaptability

• Time management and Willingness to collaborate

• Ability to analyze situations, identify root cause and propose solutions

NOTE: Job responsibilities and qualifications may vary based on the specific requirements of the university and ITS. This job description serves as a general guideline.

Category:

ITS - Admin

Performs such other duties, responsibilities, and activities as required by supervisor and as departmental/University needs indicate.

*Disclaimer

The above information indicates the general nature and level of work performed by employees within this classification. It is not designed to contain and should not be interpreted as a comprehensive inventory of all duties, responsibilities, activities, and/or qualifications required or expected of employees assigned to this job. Duties, responsibilities, and activities may change and new ones may be assigned at any time, with or without notice.

All offers of employment are contingent upon a satisfactory background check.

Fairfield University provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Load a resume or CV first, then upload supporting documents including a cover letter at the bottom of the third page under the "My Experience" section where it says to upload a Resume/CV . You will be able to upload up to 5 other documents in this section. You will be unable to edit your application, so please have all documents available before applying.

Faculty Positions : If you need to upload more than 5 documents, please either combine them to upload or email the additional documents to the applicable contact in the job description.

Staff positions : If you need to upload more than 5 documents, please either combine them to upload or email them to hr@fairfield.edu

Founded in 1942, Fairfield University is a modern, Jesuit Catholic University rooted in one of the world’s oldest intellectual and spiritual traditions. With campuses located in Fairfield, CT Bridgeport, CT, and Austin, TX, we strive to create a workforce that is rich in skill, knowledge, and pride in our work. Members of the Fairfield University community exhibit mutual respect, compassion, and inclusivity, aspiring to be a welcoming environment representative of an ever-changing and diverse global populace. As our University rises in national prominence, we are committed to fostering a healthy workplace and lifestyle for our employees. At Fairfield, the future is filled with opportunities as limitless as your potential, and they all begin with you.