PC Support Specialist

Original Date Prepared: 4/1998     Revision Date: 5/2004

Reports to: Director of Client Services

Administrative Group: IT Services

Functional Description: The PC Support Specialist has primary responsibility for the support of all desktop computer users and student computer labs. The PC Support Specialist is part of the Client Services group within IT Services.

Major Responsibilities/Duties:

• providing support to users of desktop computer systems.
• coordinating the help desk including configuration of the help desk systems, scheduling and training of personnel, monitoring open calls on a daily basis, and responding to trouble reports as assigned.
• coordinating the installation, upgrading and swapping desktop computers and related equipment.
• assisting in the training of users and development of documentation in conjunction with others in Client Services.
• ensuring ? along with the head lab assistant and others in Client Services ? the smooth operation of all ITS computer labs including: schedule coverage, training of lab assistants, security of hardware and software, and pro-active resolution of issues that arise.
• assuring the timely diagnosis and repair of desktop computers (i.e., those in faculty and administrative offices, and in student labs) and related equipment.
• maintaining an expert level of expertise in campus-supported desktop computing applications and use of network resources including the Internet.
• supervising student employees who assist in the completion of any of the above duties.
• serving as a resource person to others in IT Services and participating in projects as required.
• remaining up-to-date on current developments and trends in the field of computing.

Principal Internal Working Relationships: Students, faculty and staff.

External Working Relationships: Vendors.

Direct Reports: None.

Education Requirements: Bachelor's Degree.