Lakeland University
  • 22-Jun-2017 to 21-Aug-2017 (PST)
  • Sheboygan, WI, USA
  • Full Time

Lakeland University, a liberal arts university located in Plymouth, Wisconsin, seeks qualified candidates for the Desktop Support Technician position. This position is responsible for supporting and maintaining IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all university hardware and equipment while ensuring its optimal performance. Some travel to other Lakeland University sites may be required at times.  There may be times where the technician will be collaborating and training student workers. 

 

GENERAL EXPECTATIONS:            All Lakeland University staff members are expected to:

  • Demonstrate in their words and actions an appreciation for the history of Lakeland University and a commitment to its stated mission;
  • Represent unequivocally in their behavior the stated values of the University;
  • Be good stewards of the University's resources, including its personnel and the goodwill of its friends, its alumni, and local community;
  • Work collaboratively (as opposed to competitively) with their peers to meet objectives and achieve our goals;
  • Keep their supervisor appropriately informed;
  • Be forthright and honest in their communication with all members of the University including within the department;
  • Treat all employees and co-workers with respect and integrity;
  • Advise their supervisor with respect to all matters that require their attention, including their own performance.

ESSENTIAL FUNCTIONS: A qualified candidate will provide technical assistance in a respectful and timely fashion to all students, staff, and faculty.

  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • The ability to analyze, troubleshoot, and resolve issues customers experience along with escalating more complex issues to supervisor or Tier 3 staff.
  • Log and track service and incident requests in the helpdesk system.
  • Schedule, set up and take down audio/visual equipment including laptops, projectors, DVD players, microphones, speakers, cameras and interactive displays.
  • Track and maintain technology hardware and software inventory
  • Analyze and evaluate incident reports and make recommendations to reduce response time wait.
  • Image and deploy computers as needed.
  • Performs other duties as assigned.

SPECIALIZED KNOW-HOW AND SKILLS:

  • Excellent verbal and written communication skills along with successfully communicating with non-technical colleagues in an appropriate manner is required.
  • Maintain excellent customer service to all individuals.
  • Ability to work in fast paced, rapidly changing environment along with a strong work ethic and desire to learn.
  • Ability and willingness to train student workers.
  • Proficient knowledge of the following operating systems: XP, Windows 7, Windows 10, and OS X is required.
  • Proficient knowledge of Microsoft software is required.
  • Normal job schedule is during the day, but must have the ability to work variable schedules to include weekends, and nights as required.
  • Prior experience analyzing and troubleshooting issues with the following products is preferred, VoIP phones, printers, desktops, laptops, tablets, Microsoft System Center Configuration Manager, and audio/visual equipment is desired.
  • An Information Technology related Associate's degree is preferred.
  • Prior Help Desk or Call Center experience preferred.
  • Basic networking skills are preferred.
  • Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, and lifting up to thirty (30) pounds.

 

Lakeland University is an equal opportunity employer/educator.

Lakeland University
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