Serves as the “first line of support” for the entire Clarkson University Community.  This person is a primary point of contact for inquiries to the University’s OIT Helpdesk (walk-up, phone, webform and email). Provides first-tier support for computer technology, telephone and media issues within the Office of Information Technology (OIT) organization. Escalates issues as needed to appropriate OIT personnel, and delegates all other issues to the appropriate department or team.

• Deliver fast, empathetic, friendly, and effective support to Clarkson students, faculty and staff. 

• First point of contact between the community and OIT, always placing the information technology needs of the individual as first priority.
• Ensures that all issues are logged in OIT’s ticketing system
• Escalate/delegate issues to OIT teams or other departments as needed
• Respond promptly to requests made by walk-up, telephone, webform and email
• Primary areas of responsibilities include

• support for troubleshooting, password changes, printer accounting, quota increases, media needs, telephone services, and computer sales and services.

• Secondary areas of responsibilities include

• support for troubleshooting, (onboarding) new accounts, account deactivation.

• Triage for computer repair issues

• Provides diagnosis of faculty/staff/student computer issue, creates a trouble ticket, tags the unit with appropriate ticket tracking information, and then sends the unit out to proper repair channels

• Create and maintain tutorial documentation for community
• Engage as a team member to identify opportunities for continuous improvement 
• Performs other appropriate functions incidental to the work described herein.   

Education:
Minimum Qualifications: High School Diploma or equivalent.
Preferred Qualifications: Associate’s Degree in Computer Science or related field.

Experience:
Minimal Experience: 1 year relevant experience
Preferred Experience: 2+ years of relevant experience

• Self-planning and organizational skills to enable one to multitask effectively in an interruption-driven environment.

• Demonstrate flexibility and initiative to anticipate customer needs and has a strong work ethic geared towards strong customer service.

The physical demands characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Health & Safety: All staff has a statutory responsibility to take reasonable care of themselves, others and the environment and to prevent harm by their acts or omissions. All staff is therefore required to adhere to the University’s Health, Safety, and Environmental Policy & Procedures.

DISCLAIMER: The above statements are designed to indicate the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all duties, responsibilities, skills, and qualifications required of personnel so classified.

Special Instructions to Applicants: An equal opportunity/affirmative action employer, Clarkson actively seeks and encourages applications from minorities, women and people with disabilities.

All offers of employment are subject to the applicant successfully passing a background check (including, but not limited to, employment verification, educational and other credential verification, and criminal records