Desktop Support / User Support Technician

About the role

The Desktop Support / User Support Technician is the primary contact for issue resolution related to PC hardware, networking, and applications for students, faculty, and staff in the Jacobs School of Medicine and the UBMD Practice Plans. The role serves as a backup to the AV / User Support Technician in the Office of Medical Computing and provides direct operational services and assistance to all user departments.

Responsibilities

• Respond to user support requests by phone, email, ticket system, or in person to resolve problems.
• Determine issues, record problem/incident and resolution tickets, and escalate problems as needed.
• Install, update, and provide technical support for PC equipment.
• Provide users with linkage to centrally supported IT and AV services.
• Communicate and coordinate downtime information.
• Cover Jacobs School sites and UBMD Practice Plans remote sites.
• Participate in weekend, out‑of‑hours events, and a 24/7 rotating on‑call schedule.

Schedule

• Full‑time, in‑office position with core working hours of 8:30 a.m. to 4:30 p.m., Monday through Friday.
• Physical presence required at 955 Main Street during core hours.
• Participates in a 24/7 rotating on‑call schedule for password resets, system downtime, and outage coordination; on‑call staff respond only when contacted for an incident.