Desktop Support Technician

Job ID: SC-13569

Onsite/Local Desktop Support Technician with OS, peripherals, Windows, macOS, MS 365, Active Directory, Intune, Jamf, Mobile devices, Classroom/audiovisual experience

Location: Columbia, SC (University of South Carolina)
Duration: 12 Months
Work Location: Role is fully onsite Candidate location: Candidate must be a CURRENT SC resident. No relocation allowed.

Required Qualifications:
High school diploma or equivalent and demonstrated knowledge or experience supporting computers, technology, or end users.
Basic knowledge of computer hardware, software, operating systems, and peripherals.
Ability to troubleshoot common computer and technology problems.
Familiarity with Windows environments

Preferred Qualifications:
Associate degree or technical certification in information technology, computer science, information systems, or a related field.
Familiarity with one or more of the following is helpful:
Windows 10/11
macOS
Microsoft 365
Basic networking concepts
Active Directory
Microsoft Intune
Jamf
Mobile devices
Classroom or audiovisual technology
Microsoft Teams, Zoom, or similar conferencing technologies

Additional Knowledge, Skills & Abilities:
Ability to learn new technologies, systems, and procedures.
Ability to follow technical instructions and established procedures.
Ability to recognize when an issue should be escalated to more experienced IT staff.
Strong customer-service and interpersonal skills.
Ability to communicate effectively with technical and nontechnical users.

Job Purpose:
Provides frontline technical support for faculty, staff, and students within the College of Nursing. Assists with troubleshooting computers, software, peripherals, classroom technology, audiovisual equipment, and other common technology issues.

Supports workstation setup, equipment deployment, classroom and meeting technology, employee onboarding and offboarding, and routine technology maintenance. Works under the direction of College IT staff and escalates issues requiring advanced technical or administrative access.

This position is intended for an individual with foundational IT knowledge, strong troubleshooting and customer-service skills, and the ability and willingness to learn College and university technology systems.

Relevant education, technical training, certifications, internships, help-desk experience, or hands-on technology experience may be considered.

Essential Functions:
1. Frontline Technical Support 45%
Provides frontline technical support to faculty, staff, and students in person, remotely, and through the College s service-request process.
Diagnoses and resolves common issues involving:
o Windows and macOS computers
o Software and applications
o User accounts and authentication
o Printers and peripherals
o Network and connectivity issues
o Monitors, docking stations, keyboards, mice, and related equipment
o Mobile devices and other College technology
Assists with workstation setup, equipment replacement, technology deployments, employee onboarding and offboarding, office moves, and other routine technology needs.
Documents work performed and escalates issues requiring advanced troubleshooting, administrative access, or assistance from other IT personnel.
2. Classroom, AV & Conferencing Support 25%
Provides frontline support for classroom, conference-room, and audiovisual technologies.
Assists users with displays, projectors, microphones, cameras, speakers, conferencing systems, presentation equipment, and related technologies.
Troubleshoots common classroom and meeting-room technology problems and escalates more complex equipment or infrastructure issues.
Assists College IT staff with technology support for meetings, instructional activities, livestreams, hybrid events, and other College activities.
Performs routine equipment checks and helps ensure classrooms and meeting spaces are ready for use.
3. Endpoint & Device Support 20%
Assists College IT staff with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.
Responsibilities may include:
o Preparing computers for deployment
o Installing approved software
o Connecting and configuring peripherals
o Performing routine software and operating-system updates
o Assisting with device enrollment
o Replacing or deploying computers and other equipment
o Troubleshooting device configuration issues
o Verifying equipment functionality
o Maintaining standardized workstation configurations
o Assisting with technology inventory and equipment tracking
May perform routine tasks within systems such as Microsoft Intune, Jamf, Active Directory, or other enterprise management platforms under the direction of College IT staff and based on assigned access.
4. Technology Operations & Team Support 10%
Assists College IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, documentation, and other operational needs.
Follows established procedures and technical documentation and helps document newly identified issues and solutions.
Works collaboratively with College IT staff and university technology partners and appropriately escalates issues outside the position s assigned responsibilities or technical expertise.
Performs other related duties as assigned.