Senior Desktop Support Technician

1 week ago

Montpelier, United States Office of the Chancellor Full time
Grade 10

VSC UP-PAT Bargaining Unit

FLSA: Non-exempt

The Vermont State College System (VSCS) supports the Community College of Vermont and Vermont State University in delivering high-quality higher education to students across the state. The VSCS focuses on providing affordable, high quality, student-centered, and accessible education through dynamic learning environments. As part of the VSCS, IT Shared Services supports all users with technology related needs.

BASIC FUNCTION

As a Senior Help Desk Technician, you will play a crucial role in ensuring the smooth functioning of the Vermont State College System's IT systems and providing exceptional technical support to faculty, staff, and students. This position involves troubleshooting hardware and software issues, implementing system upgrades, and delivering excellent customer service.

ESSENTIAL DUTIES & RESPONSIBILITIES
  • Technical Support: Provide advanced technical support for desktops, laptops, printers, and other peripherals. Troubleshoot and resolve hardware and software issues promptly.
  • User Assistance: Assist VSC faculty, staff, and students with IT related problems. Offer guidance on software applications, network connectivity, and system usage.
  • System Maintenance: Perform routine maintenance tasks, including software updates, patches, and hardware installations and replacements.
  • Documentation: Create and maintain comprehensive documentation for IT procedures, troubleshooting steps, and user guides. Keep documentation up-to-date and accessible to the IT team.
  • Training: Facilitate tier 1 IT training for end-users on IT best practices and effective use of university systems and applications. Or escalate requested training to the appropriate IT team when the requested training falls outside of their expertise.
  • Supervision: Mentor student employees in the role of computer technicians for the Office of Information Technology and supervise the work of student employees.
  • Collaboration: Collaborate with other IT professionals and vendor contacts to implement new technologies, resolve issues, improve system performance, and contribute to IT projects.
  • Escalation Support: Serve as a point of escalation for complex technical issues. Collaborate with IT team members and/or vendors to find efficient and effective solutions.
SUPERVSION RECEIVED: Direct supervision is given by the Director of Technical Support Services.

Minimum Qualifications
  • Associate degree in Information Technology, Computer Science, or a related field. Or an equivalent combination of education and experience.
  • Proven experience as a Help Desk Technician or in a similar role.
KNOWLEGDGE, SKILLS, & ABILITIES

Knowledge:
  • Strong knowledge of Windows, MacOS, Android, iOS, and iPadOS operating systems.
  • Familiarity with network protocols, security, and troubleshooting.
Skills:
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills
Abilities:
  • Demonstrated ability to support a diverse community and promote diverse perspectives, cultures, and an inclusive environment.
  • Ability to effectively mentor and supervise student employees

Location: Central Vermont (Montpelier/Randolph)

This general outline illustrates the type of work that characterizes this job classification. It is not an all-encompassing statement of the specific duties, responsibilities, and qualifications of individual positions assigned.

VSCS values individual differences that can be engaged in the service of learning. Diverse experiences from people of varied backgrounds inform and enrich our community. VSCS strongly encourages applications from historically marginalized and underrepresented populations. VSCS is an equal opportunity employer, in compliance with ADA requirements, and will make reasonable accommodations for the known disability of an otherwise qualified applicant. Please contact Human Resources for assistance with accommodations at CCVHR@ccv.edu.

Application Instructions:In order to be considered, please submit a complete application package which includes a cover letter, resume/CV, employment application and contact information for three professional references at: www.vsc.edu/employee-resources/job-postings.

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