IT Support Assistant

Principal Duties and Responsibilities

• Provides HMS faculty, staff, and students basic technical support for routine and anticipated questions concerning the use of computer hardware, software, audio/visual and other specialized technology
• Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate
• Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
• Serves as technical resource to unit
• Sets up and submits production jobs and edits and debugs computer output
• Develops and tests user documentation
• Tests programs and account issues
• Maintains, updates, or creates systems, databases, and web pages using front-end user-enhanced web tools within prescribed guidelines
• Assists with complex technical projects
• Provides cross-functional support of team members in related IT support groups

Basic Qualifications

• Education: College degree strongly preferred. High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment preferred
• Skills and Experience: Three to five years of related experience providing customer service in a technological environment. Knowledge of a variety of hardware, software, programming languages, and operating systems. Basic knowledge of network protocols and some experience with computer applications and operating systems. May be tested on appropriate computer skills as required.

Additional Qualifications

• Excellent written and verbal communication skills
• Demonstrated team performance skills and service mindset approach