Provide excellent customer service to the CCU community.
Respond in a timely manner to end-user inquiries via e-mail, telephone, or the Tech Support work order system.
Support Windows-based desktop and laptop computers as well as a limited number of Macintosh computers.
Use Active Directory and Remote Desktop Protocol (RDP) for daily support tasks.
Perform on-site end-user support for deployed hardware and software systems.
Deploy and support printers and copy/print/scan multi-function devices.
Image and join computers to domain for deployment to specified department(s).
Configure phones in a VoIP environment.
Work with customers to resolve issues, including over the telephone or using online remote access software.
Provide support for software applications used by the University.
Complete assigned work orders and maintain a high closure rate (>80%/month).
Update and maintain IT equipment inventory database.
Learn new technologies and perform other duties as assigned.

A warm and friendly telephone presence.
Strong customer service and communication skills especially over the phone, but also in person and in writing.
Working knowledge of Windows operating systems (Windows 10).
Experience supporting end-users using Microsoft Office 2016 and 2019.
Ability to find solutions to problems in unfamiliar situations with little or no assistance.
Working knowledge of Windows operating systems, wired/wireless networking hardware, printers/copiers, and office productivity software suites.
Experience with Samanage or another work order system desirable.
Bachelor's degree in a computer technology discipline preferred, or professional certifications highly desirable (e.g., CompTIA A+ and/or N+).

Campus IT Support Administrator

Key skills