What are the responsibilities and job description for the IT Concierge position at Collington?
The IT Concierge will support Information Technology (IT) for the residents and team members in the areas of computer operations, user and desktop support (hardware and software), helpdesk, and data management. The IT Concierge performs various moderately complex information technology support duties to ensure smooth delivery of technology services. Monitors operate, coordinate, and assist in the operation of computer hardware, software, and peripherals in order to achieve desired results. In addition, this position utilizes computer equipment, software, and diagnostic tools to perform a broad range of customer assistance and computer operations assignments.
Responsibilities and Duties:
- Provides timely responses to IT help desk calls and tickets, including evaluating and prioritizing incoming telephone, voice mail, e-mail, work tickets, and in-person requests for assistance from users experiencing problems with hardware, software, networking, phone, and other computer-related technologies.
- Interviews users to collect information about problems; provides initial troubleshooting, resolves and follows up user problems, and/or refers complex issues to supervisor.
- Provides support with computers, Wi-Fi, portable devices, Comcast TV, digital and analog phones.
- Assembles, configures, and upgrades organization computers and installs approved software while keeping inventory tracking up to date.
- Proactive system monitoring, including daily backups and documenting procedures, ensures that duties are performed with quality in mind.
- Assists with the monitoring, programming, and configuring of SARA (Status Solutions) systems and devices.
- Assists with managing and supporting the Audio and video systems around the campus.
- May Participate on committees and/or projects.
- Train users on new devices and technologies to include phones and computers.
- Logs and tracks calls using problem management database and maintains history records and related problem documentation ensuring service is provided in a timely manner.
- Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
Required Skills, Knowledge, and Abilities
- Strong knowledge of software and technical systems.
- Proficiency in AV systems and networking technologies.
- Proficiency with computer hardware, functions, and troubleshooting.
- Proficiency with Windows OS.
- Excellent communication skills and a customer service-driven attitude.
- Ability to multitask while staying organized and focused.
- Ability and willingness to learn and adapt to new software and hardware technologies.
- Proficiency in using Network Operations software to manage and respond swiftly to all cases.
- Reliable and possess a strong sense of urgency.
- Must be able to work successfully in a team-oriented environment.
