Support Services Technology

Purpose:

The Support Services Technologist provides a wide range of in-depth support activities to ensure the proper configurations, functionality, and on-going maintenance of technology devices.

Essential Job Functions:

• Research, diagnose, and resolve software and hardware related issues related to the usability and/or function of devices, this includes but is not limited to malfunctions associated with the internal components of devices.
• Assist in the development, maintenance, and distribution of complex software images.
• Use problem solving skills to implement temporary and/or permanent solutions for reported or assumed client issues with the goal of restoring client functionality as soon as possible.
• Frequently provided accurate and timely updates of documented requests using the ITS service desk ticketing system.

Additional Duties and Responsibilities:

1. Support Services Technologists may be expected to assist Helpdesk staff to provide coverage and/or additional support when needed and/or required.
2. Provide additional support to higher-tiered staff when needed and/or required.

Qualifications:

• High school diploma or GED.
• Preferred bachelor's degree, credit hour equivalent, coursework, training, and/or professional development in or related to computer information systems, networking, and customer relationship management.
• Preferred 3-5 years of previous experience assisting customers, clients, and/or end-users with technology issues.
• Preferred advanced knowledge of computer hardware, software programs, and network related troubleshooting.
• Experience researching, diagnosing, explaining, and resolving technology issues.

Knowledge, Skills, Abilities, and Personal Characteristics:

1. Intermediate knowledge of all University supported operating systems.
2. Ability to understand clients' technical needs and requirements, while being able to develop and implement solutions.
3. Ability to identify and resolve various software issues.
4. Ability to respond to changing schedules and priorities.
5. Excellent oral and written communication skills, emphasizing the ability to communicate with people at all technical levels, possess strong interpersonal skills and superior organizational skills.
6. Must have excellent customer service skills and be willing to provide support after normal business hours as needed or required.
7. Ability to properly manage time and workloads in an environment that is persistent with diversions, distractions, and interruptions to provide a consistent high-level of service.

Certifications, Licenses, Registrations:

No certifications, Licenses, or professional affiliations are required.

Desirable: CompTIA A+, ITF+, Core 1 and/or Core 2 certification.

Physical Demands:

1. Primarily in-field work.
2. Intermediate periods of sitting at a desk and working on a computer.
3. Ability to lift and carry 25 lbs. or more.
4. Normal physical agility, which includes the ability to maneuver the body while in place.
5. Normal physical strength to handle routine office materials and tools.
6. Normal dexterity of hands and fingers; Normal endurance.
7. Normal coordination, including hand-eye, hand-foot.

This job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Lincoln University. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder's responsibility.

Current Openings for Support Services Technology Jobs at Lincoln University of Missouri