General Function:  

The Desktop Support Administrator reports to the Director of Information Technology and is

responsible for implementing and maintaining the College’s computer equipment. This position

also provides on-site and remote technical assistance to the College’s staff, faculty, and

students as requested through help desk tickets.

Duties and Responsibilities:

• Prepares and installs computer equipment, including hardware and software, for use by staff, faculty, and students. This involves creation of system images, deployment of images to computer labs, and troubleshooting hardware and software compatibility.
• Creates a scope of impact for Windows updates to the College’s endpoints and servers and develops a plan for implementation.
• Coordinates with equipment personnel to remove out-of-date computer hardware from the College’s environment.
• Provides various levels of support to end users for the college’s computer systems.
• Identifies problems, troubleshooting, and provides solutions to users through help desk phone calls and tickets.
• Coordinates with other members of the department to resolve problems as necessary.
• Acts as an advocate for end users in resolving service requests; ensures problems are escalated through appropriate channels for resolution.
• Assists with researching new technologies and their applications, if any, to the College’s technological environment. Creates a scope for the implementation and employee training of new technology.
• Performs other duties as assigned.

Knowledge, Skills, Abilities, and Worker Characteristics:

• Demonstrates personal integrity and problem-solving ability as well as the ability to handle multiple projects and deadlines.
• Strong customer service and communication skills.  Emphasis is placed on the ability to communicate effectively, gain credibility and develop productive working relationships with employees at all levels.
• Fundamental understanding of Windows Server administration and virtualization technology. Platforms utilized include Active Directory, DHCP, DNS, Microsoft Hyper-V, vCenter, and other Windows Server 2012-2022 roles.
• Ability to document operational and technical processes, functions, and procedures.
• Ability to approach situations with energy and enthusiasm.
• Must be a team player.