IT Support Associate (Help Desk) (5032)

Southern Illinois University - School of Medicine • Full-time • Remote from Illinois, United States • 1m ago

Fast Facts

Join our team as an IT Support Associate, providing essential hardware and software support within the School of Medicine, assisting various departments in troubleshooting and resolving technical issues.

Responsibilities: Provide first-line computer support, troubleshoot hardware/software problems, install and configure hardware and software, manage video conferences, and assist with network modifications.

Skills: Proficiency in hardware/software support, knowledge of Microsoft Windows operating systems, and experience in technical support roles are essential.

Qualifications: High School Diploma; one year of IT-related coursework or experience; one year of technical support experience; valid Illinois driver's license.

Location: USA

Compensation: Not provided by employer. Typical compensation ranges for this position are between $40,000 - $60,000.

This position provides microcomputer hardware and software support to Information Technology and to the departments supported by Information Technology. This position assists Information Technology clients and participates in Information Technology teams to further the development of the information "commons" at the School of Medicine.95% Hardware and Software Support

1. Works with higher-level support technicians to provide first-line computer support for the

Department of Information Technology and units/departments supported by Information

Technology, and other departments within the School as needed. Troubleshoots and

resolves moderately complex software and hardware problems. Consults with higher-level

specialists to resolve problems, when necessary.

2. Installs, configures, and updates operating system, application, and communication software

on personal computer workstations.

3. Installs microcomputer hardware, peripherals, and software. Tests hardware, software, and

peripherals for compatibility.

4. Configures operating system, application, and communication software to allow printing to

local and network printers as well as School installed printer/copier/scanners.

5. Tests operating system, application, and communication software installations for proper

start-up and exit; for the reliable saving, printing, and retrieving of documents from that

application; and for access to on-line help.

6. Diagnoses and resolves computer hardware and software issues.

7. Documents service requests, applications and systems using provided ticket tracking and

documentation systems.

Revised: 04/29/24

8. Manages video conference and resource calendar schedules, including scheduling,

updating and removing meetings as requested, in addition to monitoring and troubleshooting

problems, and updates web pages and calendaring system accordingly.

5% Network Support

1. Assists with campus computer network cabling moves, additions, and changes.

2. Establishes and maintains documentation relevant to network modifications. Credentials to be verified:

1. High School Graduation or equivalent AND

2. Any one or any combination totaling one (1) year (12 months) from the following

categories:

a. College coursework which includes Information Technology (IT), IT Management,

Programming, IT systems, or a closely related discipline, as measured by the

following conversion table or its proportional equivalent:

? 30 semester hours equals one (1) year (12 months)

? Associate's Degree (60 semester hours) equals eighteen months (18

months)

? 90 semester hours equals two (2) years (24 months)

? Bachelor's Degree (120 semester hours) equals three (3) years (36

months)

b. Work experience in IT-related functions such as hardware/software support,

programming, network design, network engineering, IT systems integration, or

closely related field. AND

3. One year work experience providing end-user technical support or related help-desk

support specifically supporting the configuration and maintenance of Microsoft Windows

operating systems (experience can be in conjunction with requirement #2);* AND

4. Possession of a valid Illinois Driver's License and an automobile to carry out the duties

of this position.

*Note: Bachelor's Degree in Computer Science, Information Technology or a closely related

field may be substituted for requirements #2 and #3 above.

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