Performs break/fix functions for desktops, laptops, printers and other devices.
Documents all work and processes in service management systems, performs initial hardware and software setup and reimages production systems; provides customers guidance and instruction on the use of hardware and software
Contributes to the improvement of workflow processes, knowledge support systems, and IT provided services through active participation in team meetings.  Participates in technical and customer service training initiatives and inter-team technical projects as directed.

Associate’s degree and two years of relevant experience; or a high school diploma or equivalent and four years of relevant experience.  Appropriate college coursework may substitute at an equivalent rate for the required experience.

Demonstrated knowledge of current Windows and/or Mac OS X operating systems, network troubleshooting (LAN/wireless), and performing hardware diagnostics and repair. 

Experience with supporting enterprise environments (10,000+ devices) and/or supporting academic health centers / clinical care;

Working knowledge of common administrative, educational and research applications and services and familiarity with service management industry best practices is strongly preferred. 

The successful candidate will have a strong customer-centric service orientation and excellent troubleshooting, communication, organizational and collaboration skills.  Discretion, sound judgment, confidentiality, initiative, and interpersonal skills are critical to the success of this position.