• Acts as lead to provide technical support in the use of personal computer hardware, software, and specialized technology or operates a multi- platform, complex computer environment. • Provides senior level Information Technology Desktop services support, including: o First point of contact in all computer hardware and software problems and requests. o Analyzes problems (both technical and operational) and arrives at workable solutions. o Updates and maintains the related database. o Assists in capacity planning and acquisition of personal computers and other equipment. • Analyzes, designs, develops, tests and implements personal computers, servers, and other equipment for data and voice networks. • Supervise and make sure that all server & server applications related to end-user infrastructure are working perfectly and being well maintained. This include printing management services, share drives & folders, AD user administration, Ghosting and imaging servers, Exchange user administration, SCCM solution, Citrix, etc. • Dispatches other Information Technology staff and vendor representatives to assist in resolving problems. • Assist ITSS Manager in establishing procedures and policies related to assigned field. • Negotiates with outside vendors on contract fulfillment, obligations and dispatches IT Services. • Mentors, coordinates and provides orientation and training to Technical Support team and helpdesk analysts. • Performing administrative support duties, as required, to meet specific operational objectives. • Arranges processes for disposal and donation of older technology. • Coordinates activities of external contractors completing installations of computers, printers and related peripherals. • Assists in the support of administrative computer-based applications. • Maintains inventory of computers and printers for Evergreen processes. • Monitors and reports on compliance with contract terms and conditions. • Distributes computers and printers according to assigned schedule. • Talking to staff/clients through a series of actions, either face to face or over the telephone. • Works with procurement staff to purchase hardware and software. • Ensuring licensing for all software purchased is recorded and maintained. • Ensuring security and upgrades are applied to desktops and laptops and kept up to date. • Undertaking small- to medium-sized IT projects as instructed by the ITSS manager. • Manage the Development of training materials and procedures, and/or train users in the proper use of hardware and software. • Refer major hardware or software problems or defective products to vendors or technicians for service. • Rapidly establishing a good working relationship with customers and other professionals. • Coordinates closely with the UITS helpdesk. • Responsible to adhere with all information security policies and procedures of the University. • Other duties as assigned.

• Bachelor Degree in IT related field. • 5+ years of related experience working in an IT support role. • Experience in developing and maintaining computing infrastructure, related applications as well as contract management within an enterprise network.

• MCITP. • Citrix Training. • ITIL Foundation & Intermediate. • Mac OS Support. • Customer services & communication. • End User Infrastructure technical training.

13/04/2017