| Position Number: 00034813 | Working Title: Sr. Workstation Support Associate |
| Department Name: IT Client Services UNCA | Reports To Title: Client Services Manager |
| FLSA Designation: Non-Exempt | Union: |
| RESPONSIBILITY | TIME SPENT PERCENTAGE | ESSENTIAL FUNCTION | TASKS |
|---|---|---|---|
| Customer and Technical Support | 40 | X | Diagnose problems to resolve support requests on various supported computer hardware, software, and operating systems Assist users in resolving issues with supported hardware/software Perform advanced troubleshooting and testing for errors with hardware/software |
| Provision and Manage IT Needs | 20 | X | Provide advice on hardware purchases and software licensing Organize, research, and testing of innovative technologies Manage device replacement cycle for business partners |
| Supervision | 20 | X | Lead specific projects and those assigned to the project, which may include Helpdesk Associates, Workstation Support Associates, Student Workers, or Student Interns. Leadership includes: Work distribution for the project with guidance from Client Service Manager Serve as Client Services technical support escalation point for the project team |
| Training and Communication | 10 | Write reports Train other ITS staff Consult and train clients utilizing industry best practices | |
| Other Duties as Assigned | 10 | Other technical duties regularly arise on campus which can include teaching and training of students, faculty, and staff around University technology and systems. |
Ability to consult with clients to interpret needs and provide appropriate solutions. Ability to effectively maintain client expectations whose priorities will frequently adapt to change. Proven ability to interact with customers in a pleasant and positive manner during stressful situations. Ability to explain technical concepts to clients at all levels of experience and technical competencies. Ability and desire to develop and learn new skills. Thorough knowledge and experience with Microsoft Windows and Apple macOS operating systems, software application administration, and hardware. Under the direction of and in partnership with the NU ITS Security team, implement and maintain security strategies, policies, and standards to protect University assets. Responsible for actively researching and reviewing security practices to make recommendations based on institutional risk and operational impact. |
Responsible for making decisions affecting the requirements, design, and support of unit-wide managed services. They must be able to make informed decisions regarding the direction and priorities of customer services. Ability to develop processes that assist staff in troubleshooting complex hardware and software issues. Must be able to set goals, plan paths to reach the goal, and execute plans effectively in a timely manner. Demonstrate the ability to multitask and manage competing priorities on duties as assigned. |
Critical strategic impact on the operation of the units since the hardware and software for faculty and in supported areas must function or services cease. |
Interactions could take place with faculty, staff, students, and other members of the university community. Collaboration with colleagues on other campuses or departments and working with vendors. |
Supervision is received through moderate and limited oversight, with the ability to work independently in matters that have a broad effect on overall policies, programs, and/or areas of specialization. |
What types of employees do you supervise?:
Temporary/ On-Call,Students |
Type of Supervision Exercised:
The position may provide supervision over temporary staff and students, and may involve serving on committees and task forces within ITS and outside of ITS. |
Office |
| Sit: Frequently (34-66%) | Bending: |
| Stand: Occasionally (1-33%) | Kneeling: |
| Walk: Occasionally (1-33%) | Reaching: |
| Drive Motor Vehicle: Occasionally (1-33%) | Crawling: |
| Squatting: | Climbing: |
| Keyboard: YES | Pipefitting: |
| Fine Manipulation: | Grasping: |
| Repetitive Motion: |
If other use of hands/ wrists, please explain:
Operation of a standard office and computer equipment. |