Help Desk Specialist

Role Description:   Role Description:   

Hardware = Laptops, Desktops, scanners.

Various software-Will Train

Organizational Objective: Provide a centralized reporting and problem resolution facility to support users of Information Technology.

• 35% Assist the Lead IT Specialist by serving as a technical experts with smart class rooms, academic labs, and multimedia technologies. Assist and advise in the development and implementation of special projects such as instructional technology integrated in the academic learning communities, training videos and documentation, surveys, video conferencing, video and audio presentations. Provide recommendations and specifications for acquisition of computer equipment, software, and related resources and equipment.

• 25% Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Diagnose computer hardware and software problems. Schedule maintenance and/or repair of IT equipment with vendors. Maintain upgrade and repair records.

• 15% Ensure that all upgrades to instructional technology hardware and software are implemented in a timely manner, staying current with releases, while maintaining the integrity of the technology environments implemented. Ensure that the technologies are in compliance with the VITA IT Security Standards and University policies and procedures.

• 15% Assist the Lead IT Specialist in maintaining hardware and software inventories of academic classrooms, smart technologies, computer labs, mobile computing devices, and networking and wireless devices.

• 5% Provide hands-on training to faculty and staff using a variety of technological software and hardware.

• 5% Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer.

Expectations are clear, well communicated, and relate to the goals and objectives of the department; Staff receive frequent, constructive feedback, including interim evaluations as appropriate. Staff has the necessary knowledge, skills, and abilities to accomplish goals. The requirements of the performance planning and evaluation system are met and evaluations are completed by established deadlines with proper documentation. Performance issues are addressed and documented as they occur.

Hardware = Laptops, Desktops, scanners.

Various software-Will Train

Organizational Objective: Provide a centralized reporting and problem resolution facility to support users of Information Technology.

• 35% Assist the Lead IT Specialist by serving as a technical experts with smart class rooms, academic labs, and multimedia technologies. Assist and advise in the development and implementation of special projects such as instructional technology integrated in the academic learning communities, training videos and documentation, surveys, video conferencing, video and audio presentations. Provide recommendations and specifications for acquisition of computer equipment, software, and related resources and equipment.

• 25% Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Diagnose computer hardware and software problems. Schedule maintenance and/or repair of IT equipment with vendors. Maintain upgrade and repair records.

• 15% Ensure that all upgrades to instructional technology hardware and software are implemented in a timely manner, staying current with releases, while maintaining the integrity of the technology environments implemented. Ensure that the technologies are in compliance with the VITA IT Security Standards and University policies and procedures.

• 15% Assist the Lead IT Specialist in maintaining hardware and software inventories of academic classrooms, smart technologies, computer labs, mobile computing devices, and networking and wireless devices.

• 5% Provide hands-on training to faculty and staff using a variety of technological software and hardware.

• 5% Perform other duties as related to the Technology Services and as assigned by Manager of IT Services and/or Chief Information Officer.

Expectations are clear, well communicated, and relate to the goals and objectives of the department; Staff receive frequent, constructive feedback, including interim evaluations as appropriate. Staff has the necessary knowledge, skills, and abilities to accomplish goals. The requirements of the performance planning and evaluation system are met and evaluations are completed by established deadlines with proper documentation. Performance issues are addressed and documented as they occur.