| Department Name: IT Client Services UNCA | Working Title: Workstation Support Associate |
| Holder Name: | FLSA Designation: Non-Exempt |
| FTE: 1.00 |
| RESPONSIBILITY | TIME SPENT PERCENTAGE | ESSENTIAL FUNCTION | TASKS |
|---|---|---|---|
| Customer and Technical Support | 60 | X | Assist users in resolving issues with supported software Provide hardware support for desktops, laptops, mobile devices, printers and other supported technology consistent with ITS policies and standards. Consult and train clients on software and hardware best practices. Serve as an escalation point for the Helpdesk Associates, and Student Workers |
| Provision and Manage IT Needs | 20 | X | Assist business partners with procurement of new devices and technologies. Deploy technology in support of academic, administrative, and research goals. |
| Documentation | 10 | Document processes and track inventory. 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 technologies and systems. |
Must have the skill and ability to logically solve computer and software problems. Knowledge and experience of various computer architectures and their respective operating systems. Position may be expected to work irregular hours. Under the direction of and in partnership with the NU 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 multi-task and manage competing priorities on duties as assigned. |
This role has critical strategic impact on the operation of university units as the hardware and software utilized 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. |
Moderate Supervision received |
Does this position supervise?:
No |
Office |
| Sit: Frequently (34-66%) | Bending: Occasionally (1-33%) |
| Stand: Occasionally (1-33%) | Kneeling: Occasionally (1-33%) |
| Walk: Occasionally (1-33%) | Reaching: Occasionally (1-33%) |
| Drive Motor Vehicle: | Crawling: |
| Squatting: Occasionally (1-33%) | Climbing: |
| Lift: Occasionally (1-33%) 11 - 20 lbs | Push: Occasionally (1-33%) 11 - 20 lbs |
| Carry: Occasionally (1-33%) 11 - 20 lbs | Pull: Occasionally (1-33%) 11 - 20 lbs |
| Keyboard: YES | Pipefitting: |
| Fine Manipulation: | Grasping: |
| Repetitive Motion: |
If other use of hands/ wrists, please explain:
Operation of standard office and computer equipment |