Desktop & Education Support Specialist

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Job Title: Desktop & Education Support Specialist Department: OCIO | Customer Solutions The Desktop & Education Support Specialist works within a team to provide OCIO supported customers professional computer support services, including resolving software, hardware, and network issues. Provide technical assistance to customers and other support specialists, for solving software, hardware, and network issues across a wide range of Windows and Mac OS platforms.

Support customers both on-site and remotely in a professional, client-focused manner, both in a team setting and independently with limited direction. Responsible for delivery and setup of new and updated workstations and peripherals, addressing related support issues, and documented inventory management. Responsible for the deployment of a classroom maintenance plan and for emergency on-site and inshop repair, video-data projection, audio systems, computer and audio- visual equipment.

Works closely with all levels of interdepartmental faculty, staff, and students to either provide training in the proper use of instructional and computing equipment or identify training needed by OCIO/ODEE or other service providers. Installs new technology into the classrooms and performs as needed upgrades in same classrooms. Performs preventive maintenance in classrooms on a regular basis. Critical tasks performed by this area also include communicating, tracking and reporting computing environment outages.

Acts as a team leader for complex projects, assignments and issues associated with the help desk function. Will serve as desktop support for onsite technical assistance. May serve as on-call escalation point. May be required to work a flexible schedule, which could include evenings and weekends. Position may be required travel to other OSU campuses for training and knowledge transfer sessions. Required Education Level: Bachelor’s degree or an equivalent combination of education and experience.

Required Experience: Two years of experience supporting desktop computers running Windows, Mac OS or both in a network environment. Experience with audio/visual equipment used in teaching, meeting, and event spaces. Ability to work as part of a team and take the initiative to work independently. Ability to maintain and manage information and documentation in an organized, systematic way. Professional experience providing customer service.

Desired Experience: More than two years of experience supporting desktop computers running Windows, Mac OS or both in a network environment. A bachelor's degree in information technology, information management, or a related field. Excellent interpersonal skills, including verbal, nonverbal and written communication skills. Experience with image management and deployment. Experience with and exposure to a wide variety of commercial and educational productivity applications.

Experience with support systems and remote desktop technologies. Professional experience in a university setting. Additi