Desktop Support Specialist

JOB SUMMARY AND OBJECTIVE:

The Desktop Support Specialist (DSS) supports the College by ensuring prompt, accurate and friendly support of operation of all applications, in-house computers, network connections and servers, as well as deliver formal and informal technical training to faculty, staff and students. Deliver technical assistance to the internal Ameritech College team and customers. The DSS will also document and administer installation and configurations of software and system services for a variety of applications including packaged applications, cloud-based and custom developed applications. The DSS is viewed as a technical asset and crucial resource across multiple disciplines. Researches and maintains knowledge in emerging technologies and solutions to solve business problems.

ESSENTIAL FUNCTIONS:

• Ensure prompt, accurate and friendly support of operation of all applications, in-house computers, network connections and servers
• Deliver technical help to the internal Ameritech College team and customers
• Install, setup, configure, maintain, document and optimize the performance of IS/IT client facing systems
• Research and recommend innovative and automated approaches for system administration tasks
• Collaborate with IS/IT service relationships with vendors (hardware, software, services), outsource partners, and other stakeholders
• Ensure daily, that audio/video equipment operate with computers in classrooms and meeting rooms and are in good operation for staff and faculty use
• Support company standard desktop, peripherals, mobile devices, software deployment, patch management, driver updates, security updates, network segments, telephony, internet, and intranet systems
• Support company implemented software and cloud applications
• Maintain hardware and software system efficiency
• Make recommendations for future upgrades
• Maintain network and system security
• Assist with system and process documentation
• Troubleshoot student, staff, and faculty IT related issues
• Assist other IT team members as needed
• Ensure industry and company standards are created, maintained and followed
• Assign configuration of authentication and authorization of directory services
• Attend and actively participate in school functions, including but not limited to: receptions, marketing events, graduations, in-service training, advisory committees, etc.
• Other duties as assigned

BEHAVIORS AND COMPETENCIES:

Technical and Professional Knowledge, Skills, and Abilities

Achievement of technical and professional knowledge, skills, and abilities is high in position-related areas; demonstrates curiosity and keeps current with trends in areas of expertise.

Communication Skills

Effectively listens, speaks, observes, and empathizes while showing appropriate assertiveness, confidence, and respect. Communicates concepts, ideas, needs, and feelings with appropriate tone, clarity, volume and non-verbal cues for each situation. Demonstrates understanding of differences communicating through face-to-face interactions, phone conversations, and written / digital communications.

Work Standards

Sets high standards of performance for self, assumes responsibility and accountability for successfully completing assignments or tasks on time; work demonstrates a high degree of excellence and accuracy.

Teamwork and Engagement

Participates as an active member of the team and works towards common goals; builds positive relationships in the workplace and participates in learning and social functions.

Organizational Alignment

Models the behaviors expected of all employees including an adherence to the mission, vision, values, and core themes of the organization, high levels of mutual respect, emotional maturity, professionalism, communication, and a drive for results.

Continuous Improvement

Identifies opportunities for improvement and originates action to improve existing conditions and processes; uses appropriate methods and systems thinking to implement solutions and measure impact.

EDUCATION/EXPERIENCE (Preferred):

• 2+ years of experience as a Service Desk Support and basic Systems Administration with desktop and server support in a business environment
• 1+ years of experience work hands-on with Active Directory (GPO's, security groups, Windows firewall settings, etc.)
• Experience with Application support, security, and documentation is required
• Experience support Cloud-based SAAS solutions, such as Office 365, Citrix ShareFile
• Technical experience working within educational entities is preferred.
• 2+ years of experience in ITIL Framework required.
• Following industry standard certifications are given preference;
• CompTIA A+, Server+, Net+
• Microsoft Solutions Associates
• ITIL Foundation

REPORTING STRUCTURE:

Department: IT

Primary Manager – Sr. Tech

Secondary Manager – IT director

Direct Reports – None

TERMS OF EMPLOYMENT:

Location: Draper

Employment Status: Full time

Hours of Employment: 40 hrs/week, with occasional evenings/weekends

Position Type: Non-exempt

Pay type: Hourly

Grade: 2

Timecard required: YES

Travel: 10%

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical Demands: While performing the duties of this job the employee is required to walk, traverse, stand and move about to access file cabinets, office machinery, computers and networking equipment, wiring, and devices, or attend functions outside of their personal work area; sit and remain in a stationary position for long periods of time; reach, stretch and use hands, fingers, and arms to perform work, operate computers, office machinery, handle small objects and fine motor tools, or operate other equipment; balance, stoop, kneel and crawl under desks or in confined spaces; and regularly lift and move over 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, the ability to look at the computer screen for extended periods of time, and the ability to adjust focus. The employee must be able to communicate clearly and exchange accurate information through speaking, hearing, and applying discernment.

Work Environment: While performing the duties of this job, the employee is typically indoors but may be exposed to weather conditions prevalent at the time. The noise level of the work environment is usually low to moderate with some construction tools used by the employee or in the immediate vicinity of the employee.

EQUAL EMPLOYMENT OPPORUTNITY POLICY:

Ameritech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

DISCLAIMER:

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

I understand the job summary and objective, the essential functions, the behaviors and competencies, and the physical demands of this job title. Ameritech College also reserves the right to make changes in content or application of the job description as it deems appropriate, and these changes may be implemented even if they have not been communicated, reprinted, or substituted in this job description.

Neither this job description, nor any other company communication or practice, creates an employment contract. Possession of this job description does not imply nor prove the existence of an employment contract.