This position provides customer service through technical support, troubleshooting, and assistance with IT-related concerns. Attention to detail and a customer-focused mindset is required. Performs other duties as assigned.
JOB DUTIES:
50% - Essential - \Technical Support: Provides technical support to customers through in-person visits, phone calls, email and remote assistance tools. Troubleshoots software and hardware issues, identifies root causes, and implements solutions promptly. Assists with software installations, updates, and configurations. Serve as the initial support contact for classroom technology and video conferencing systems. Works with the lead consultant to understand University recommended hardware, software, and procurement policies. Provide assistance with purchasing hardware and software for customers.
30% - Essential - Documentation: Maintains accurate records of IT support requests, resolutions, and service activities within the Clemson approved documentation system. Contributes to and assists with maintaining a knowledge base of common issues and resolutions to assist other technical staff.
15% - Essential - Technical Training and Industry Awareness: Provides technical training for community members for the use of University tools and resources along with best practices. Maintains awareness of the IT industry regarding hardware and software applicable to the University through participation in weekly/monthly technical meetings and engaging in technical discussions with other IT staff. Completes training as required by the department or University.
5% - Essential - Compliance and On-Call Support: Assists lead consultant in developing departmental standards, policies and procedures. Provides on-call hardware, software, and technical support to faculty, staff, and other end users when necessary.
MINIMUM REQUIREMENTS:
A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. A degree in a related field may be substituted for the required experience on a year-for-year basis.
PREFERRED REQUIREMENTS:
Associate's Degree -Information Technology or related 1+ Years work experience in information technology or a related field.
RESPONSIBILITIES:
JOB KNOWLEDGE Fundamental Job Knowledge - Fundamental working knowledge of concepts, practices and procedures and ability to apply in varied situations
SUPERVISORY RESPONSIBILITIES No Supervisory Duties - Not responsible for supervising employees.
BUDGETARY RESPONSIBILITIES No Budget Responsibilities - No fiscal responsibility for the department's budget.
PHYSICAL REQUIREMENTS:
Associate's Degree -Information Technology or related 1+ Years work experience in information technology or a related field.
WORKING CONDITIONS:
No Work Conditions
WORK SCHEDULE:
Standard Hours: 37.5
JOB LOCATION:
Clemson, SC
APPLICATION DEADLINE:
April 29, 2024
CLOSING STATEMENT:
Clemson University is an AA/EEO employer and does not discriminate against any person or group on the basis of age, color, disability, gender, pregnancy, national origin, race, religion, sexual orientation, veteran status or genetic information.
