Desktop Support Technician (multiple positions)

Summary Of Position

As a member of the Client Services area of Enterprise Technology & Services, this role combines advanced technical skills with exceptional customer service. Provides in-person and remote technical support and assistance as part of a team serving the UNH (University of New Hampshire) Durham community utilizing IT Service Management and ITIL principals. This position is full-time onsite in Durham, New Hampshire.

Works both independently and collaboratively to provide critical end-user support functions including deployment, monitoring and maintenance of Windows and Mac

hardware and software; troubleshooting network and printing issues; computer lifecycle and IT asset management, configuration, and replacement. This includes providing escalation support for colleagues’ most complex issues. Applies advanced knowledge of industry standards, best practices and USNH (University System of New Hampshire) policies to provide a wide range of support for both hardware and software. Provide next-level customer service support for the daily IT support operations on the Durham campus and remote business units located throughout New Hampshire.

Additional Job Information

Other minimum qualifications

Bachelor’s degree and four years of experience in Information Technology field; Associate’s and six years, or combination of education and experience equal to eight years.Demonstrated customer service experience, team collaboration and communication skills. Ability to work under general direction and to exercise judgment in determining appropriate action and solutions.Expertise in multiple information technology areas (networks, configuration management, security, operating systems, software) and experience with both Microsoft Windows and Apple macOS computer platforms, mobile devices/smartphones, and networking.Endpoint management experience (Microsoft Intune and Autopilot, JAMF , or comparable systems)Strong customer-focused support skills.Organizational skills and effective oral and written communication skills.Valid driver’s license.

Additional Preferred Qualifications

Ability to communicate professionally, accurately, and effectively, verbal and written,telephone, and can understand and respond to user questions in aneffective and courteous manner.They are personable and love the opportunity to provide excellent customer service.They are analytical and can communicate effectively to convey technical procedures and directions in plain language.Supervisory experience working with student workers/interns.Proven knowledge of/or experience with USNH acceptable computing practices and security policies and procedures is also highly desirable.Ability to analyze data for trends to aid in continuous improvement recommendations.Use of ITSM toolsProject management, strategic planning, and asset management experienceMentorship/Training ExperienceExperience in higher education

Salary Information

Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action 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.