Plymouth State University
Overview
Join to apply for the
Desktop Support Technician
role at
Plymouth State University . Based on IT Service Management and ITIL principles, apply technical expertise, advanced knowledge, and customer service skills as part of the USNH IT Desktop Management and Client Services Support team. IT support focuses on all facets of IT utilized within the technical ecosystem at USNH. Provide localized services and complex troubleshooting to meet individualized department needs in accordance with ET&S standards to ensure a safe, secure, and reliable desktop computing environment. Assign and supervise work of other desktop consultants on IT desktop management project related initiatives as needed. Responsibilities
Provide timely, advanced desktop and technology support to multiple PSU departments and service areas with complex and specific technology requirements. Participate within departmental teams in strategic and tactical planning; develop and maintain technical documentation; monitor security; diagnose and resolve technical problems by review and analysis to identify causes, solutions, trends and make appropriate referrals/liaise with other IT departments or external vendor support when needed; educate end-users in IT best practices and ensure adherence. Participate in cross-institutional events in support of Desktop Management initiatives. Provide proactive, professional courteous and timely IT support services on-site and with remote tools for campus constituents. Support for Windows and MacOS systems (network connectivity, operating systems, hardware troubleshooting and maintenance, image deployment, malware/security remediations); support for standard USNH software and department-specific software (installation, troubleshooting, maintenance, security updates/upgrades); printing configuration and troubleshooting; security practices and policies; asset management and lifecycle planning; mobile device configuration and troubleshooting. Respond to occasional off-hour emergency requests. Extensive use of ITSM software tools to process, record, research, or dispatch complex customer service and restoration requests. Adopt a continuous improvement mindset by analyzing service requests for best practices; ensure compliance with ET&S Desktop Management and Cybersecurity policies and procedures. Hardware deployment, installation, maintenance, and troubleshooting; initiate and coordinate planning and purchasing of hardware and software in support of lifecycle management. Participate in strategic and tactical planning in area of responsibilities. Training And Documentation
Assist with developing and coordinating as-needed training for key users on hardware/software applications and system functionality. Prepare and maintain documentation for IT desktop processes, procedures, and end-user training. IT Special Projects And Implementations
Assist with testing, implementation and operation of departmental and IT systems and participate in implementing technology projects. Delegate duties and oversee desktop team members’ participation as needed in assigned IT special projects. Reporting And Analysis
Utilize Configuration Manager, InTune and Microsoft reporting tools to generate system monitoring reports, identify trends, monitor fleet health, and ensure systems comply and are up to date. Generate comprehensive and interactive project-based status and KPI reporting in support of IT project goals and objectives. Other duties as assigned. Minimum Qualifications
Bachelor’s degree and four years of experience in Information Technology, or Associate’s degree and six years, or combination equal to eight years. Technical ability and advanced knowledge of desktop support, networking, security practices, hardware/software and overall technology used within the USNH IT ecosystem. Proven ability to participate in strategic and tactical planning, engage in project management and KPI reporting. Demonstrated customer service experience, team collaboration and communication skills. Ability to work under general direction and exercise judgement in determining appropriate action and solutions. Preferred Qualifications
Bachelor’s degree in Computer Science or related field. Applicable Microsoft Certifications. Customer service experience. Experience working in a team environment. Experience in higher education. Applicant Instructions
Applicants should be prepared to upload the following documents when applying online within the Resume/Cover Letter section of your application: Resume/CV Cover Letter Contact Information for 3 Professional References EEO Statement
The University System of New Hampshire is an Equal Opportunity/Equal Access 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. Location: Plymouth Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries
Higher Education Referrals increase your chances of interviewing at Plymouth State University by 2x Get notified about new Desktop Support Technician jobs in Plymouth, NH. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Join to apply for the
Desktop Support Technician
role at
Plymouth State University . Based on IT Service Management and ITIL principles, apply technical expertise, advanced knowledge, and customer service skills as part of the USNH IT Desktop Management and Client Services Support team. IT support focuses on all facets of IT utilized within the technical ecosystem at USNH. Provide localized services and complex troubleshooting to meet individualized department needs in accordance with ET&S standards to ensure a safe, secure, and reliable desktop computing environment. Assign and supervise work of other desktop consultants on IT desktop management project related initiatives as needed. Responsibilities
Provide timely, advanced desktop and technology support to multiple PSU departments and service areas with complex and specific technology requirements. Participate within departmental teams in strategic and tactical planning; develop and maintain technical documentation; monitor security; diagnose and resolve technical problems by review and analysis to identify causes, solutions, trends and make appropriate referrals/liaise with other IT departments or external vendor support when needed; educate end-users in IT best practices and ensure adherence. Participate in cross-institutional events in support of Desktop Management initiatives. Provide proactive, professional courteous and timely IT support services on-site and with remote tools for campus constituents. Support for Windows and MacOS systems (network connectivity, operating systems, hardware troubleshooting and maintenance, image deployment, malware/security remediations); support for standard USNH software and department-specific software (installation, troubleshooting, maintenance, security updates/upgrades); printing configuration and troubleshooting; security practices and policies; asset management and lifecycle planning; mobile device configuration and troubleshooting. Respond to occasional off-hour emergency requests. Extensive use of ITSM software tools to process, record, research, or dispatch complex customer service and restoration requests. Adopt a continuous improvement mindset by analyzing service requests for best practices; ensure compliance with ET&S Desktop Management and Cybersecurity policies and procedures. Hardware deployment, installation, maintenance, and troubleshooting; initiate and coordinate planning and purchasing of hardware and software in support of lifecycle management. Participate in strategic and tactical planning in area of responsibilities. Training And Documentation
Assist with developing and coordinating as-needed training for key users on hardware/software applications and system functionality. Prepare and maintain documentation for IT desktop processes, procedures, and end-user training. IT Special Projects And Implementations
Assist with testing, implementation and operation of departmental and IT systems and participate in implementing technology projects. Delegate duties and oversee desktop team members’ participation as needed in assigned IT special projects. Reporting And Analysis
Utilize Configuration Manager, InTune and Microsoft reporting tools to generate system monitoring reports, identify trends, monitor fleet health, and ensure systems comply and are up to date. Generate comprehensive and interactive project-based status and KPI reporting in support of IT project goals and objectives. Other duties as assigned. Minimum Qualifications
Bachelor’s degree and four years of experience in Information Technology, or Associate’s degree and six years, or combination equal to eight years. Technical ability and advanced knowledge of desktop support, networking, security practices, hardware/software and overall technology used within the USNH IT ecosystem. Proven ability to participate in strategic and tactical planning, engage in project management and KPI reporting. Demonstrated customer service experience, team collaboration and communication skills. Ability to work under general direction and exercise judgement in determining appropriate action and solutions. Preferred Qualifications
Bachelor’s degree in Computer Science or related field. Applicable Microsoft Certifications. Customer service experience. Experience working in a team environment. Experience in higher education. Applicant Instructions
Applicants should be prepared to upload the following documents when applying online within the Resume/Cover Letter section of your application: Resume/CV Cover Letter Contact Information for 3 Professional References EEO Statement
The University System of New Hampshire is an Equal Opportunity/Equal Access 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. Location: Plymouth Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries
Higher Education Referrals increase your chances of interviewing at Plymouth State University by 2x Get notified about new Desktop Support Technician jobs in Plymouth, NH. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr