IT Support Specialist

Job Description

Troubleshoots, repairs and maintenance for computer equipment (e.g. microcomputers, disk drives, and laser printers) tests personal computers and peripherals on a network to diagnose, hardware versus software problems.  Deliver proactive onsite support and knowledge transfer to the customers.  Administrate Active directory users, Exchange users management, SCCM system (Servers and users side), Citrix cloud computing and apps, Print management solution (Server and users Side).  Manage and Produce the university Hardware Standards Technical specifications, for Tendering Purpose, preparing technical studies, technical reports for the purchased IT equipment’s.  Supervise the photocopiers maintenance orders, prepare technical specifications, studies, reports.  Monitoring and maintaining computer systems and networks.  Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns.  Develops and tests complex user documentation; works with hardware vendors to resolve equipment failures/problems.  May perform routine security checks on the system.  Participate in complex technical projects.  Contributes to unit goals by accomplishing related duties as required. May have budgetary responsibility for purchasing IT equipment and monitoring within a prescribed budget.  Serves as technical resource to unit.  Designs and produces moderately complex reports.  Talking staff/clients through a series of actions, either face to face or over the telephone.  Replacing parts as required.  Routine Maintenance o Installing/configuring new computers/telephones. o Repairing/upgrading PC and Mac hardware and software. o Troubleshooting printers/scanners/copiers. o Maintaining inventory of equipment and supplies (cables, adapters, etc.).  Confer with staff, users, and management to establish requirements for new systems or modifications.  Develop training materials and procedures, and/or train users in the proper use of hardware and software.  Prepare evaluations of software or hardware, and recommend improvements or upgrades.  Read trade magazines and technical manuals, and attend conferences and seminars to maintain knowledge of hardware and software.  Supervise and coordinate workers engaged in problem-solving, monitoring, and installing data communication equipment and software.  Supporting the roll-out of new applications.  Setting up new users’ accounts and profiles and dealing with password issues.  Responding within agreed time limits to call-outs.  Prioritizing and managing many open cases at one time.  Rapidly establishing a good working relationship with customers and other professionals.  Testing and evaluating new technology.  Conducting safety checks on computer equipment.  Coordinates closely with the UITS helpdesk.  Supports technical needs of conferences.  Supports the development and maintenance of department websites.  Provides workshops for students, faculty and staff.  Oversight and management of a 24x7x365 environment which may require some off shift work. This position will also require on-call response to incidents as necessary.  Responsible to adhere with all information security policies and procedures of the University.  Other duties as assigned.

Minimum Qualification

• Bachelor Degree in IT related field. - Excellent Communication Skills both verbal and written - MCITP 2008 or MCSE 2003. - Excellent understand of Active directory and Microsoft Infrastructure Technology. - Good understand of Tenders procedures and documentations. - Good understanding of Microsoft and desktop applications, PC hardware and peripherals, PC operating systems and application software. - Familiarity with LAN network protocols and client-server business applications. - Good understanding of Microsoft active directory delegated domain administration. - Ability to systematically troubleshoot complex problems.
  
  

• MCITP.  Citrix Training.  ITIL Foundation.  Mac OS Support.  Helpdesk Analyst Training.  End-user infrastructure technical trainings.