Desktop Support Technician

Summary Of Position

This position is part of the Client Services team of Enterprise Technology & Services (ET&S) and requires excellent customer service skills and strong technical expertise. The campus Help Desk Team Lead will direct the person in this position to provide IT support and service to staff, faculty, and students on the assigned campus with a high level of care and attention.

This position works as part of an on-campus team to provide technical support and assistance to the Plymouth State University ( PSU ) community in our walk-up location, via remote support tools, and one-one with users in their offices or classrooms. This position is part of a flexible technology support team that can handle a variety of routine and urgent technology needs, including End-User Support, Desktop (Endpoint) Support and basic Audio-Visual (AV) troubleshooting and support.

This position works both with others and independently to perform essential end-user support tasks, such as deploying, monitoring and maintaining Windows and Mac hardware and software; resolving network and printing issues; managing computer lifecycle and IT assets, configuration and replacement. This position uses advanced knowledge of industry standards, best practices and policies to provide a wide range of support for both hardware and software.

This position is full-time onsite in Plymouth, New Hampshire.

Additional Job Information

Other minimum qualifications

• Associate’s degree and four years of experience; Bachelor’s degree and two years of experience; or combination of education and experience equal to six years.
• Demonstrated knowledge of and experience with both Windows and Mac OS and demonstrated mastery in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, peripherals, wired and wireless networks, and mobile devices via current certifications, education, and/or experience.
• Endpoint management experience (Active Directory, Configuration Manager, InTune, JAMF , Apple School Manager, or comparable systems), including endpoint life-cycle management and Hardware Asset management.
• Demonstrated knowledge of and experience using a variety of Remote Support Tools to support and resolve a user’s technology needs in a variety of settings.
• Demonstrated ability to communicate professionally, accurately, and effectively through verbal, written, and telephone communication, with the ability to understand and respond to user questions in a courteous and effective manner.
• Demonstrated strong customer-focused support skills.
• Valid driver’s license.
  
  

Additional Preferred Qualifications

• Enjoy interacting with customers and providing them with excellent service. Have strong analytical skills and can explain technical procedures and instructions in simple terms. Can work well with users from diverse backgrounds and experiences and at levels within the college and organization.
• Demonstrated knowledge of and experience working with Azure/Intra Active Directory and the Microsoft 365 Ecosystem; supporting the Microsoft Productivity tools (Outlook, Word, Excel, PowerPoint, OneDrive); the Collaboration tools (Teams, Bookings, SharePoint); and the Power Platform (Power BI, Forms and Power Apps).
• Experience mentoring or coaching student workers/young adults.
• Experience working with a team to plan and successfully implement projects.
• Additional technology certifications ( ITIL , ITSM , CompTIA A , Microsoft Fundamentals, etc.)
• Proven knowledge of/or experience with USNH acceptable computing practices, and security policies and procedures is also highly desirable.
• Experience in higher education.
  
  

Salary Information

Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.