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Desk Top and Media Specialist II, Carlow University, Pittsburgh
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April 12, 2023Desktop and Media Specialist II (Help Desk Tier II)
The Desktop and Media Specialist has responsibility for technology support and creative solutions for computers, audio-visual and media support.
In conjunction with other team members, this position is critical to the strategic success in providing optimal operations and security of the campus technology environment. The incumbent provides computer and media support for students, faculty, staff, Sisters of Mercy, and guests of the various sites of Carlow.
Essential Functions:- Build and install software images
- Prepare, deploy and repair hardware & software on computers, tablets, network devices and phones
- Support printing, digital imaging and telecomm services
- Maintain inventory of equipment through check-in/check-out procedures
- Support connectivity of network peripherals, including assistance in implementation of new instrumentation or curricular electronics
- Support audio and visual media requests through set-up and recording events and course activities
- Support media technology in classrooms, learning spaces, resident halls and other campus spaces
- Support endpoint management through SCCM
- Manage JAMF to standardize Apple product management and security
- Provide technical support for campus customers via telephone, web, e-mail and in-person contact methods
- Maintain ownership of creating and updating documentation for end users including knowledgebase and orientation materials including written and audio/visual media
- Identify opportunities for training or improvement based on end-user requests/feedback.
- Provide back-up to Help Desk Team Lead in resolving customer service inquiries/issues
- Participate in research, analysis, proposals and implementations of solutions to improve business processes and functions
- Demonstrate and reflect an understanding of and commitment to the mission and core values of Carlow University and the Sisters of Mercy.
Required Experience:- Working knowledge and experience of network cabling connections (termination and metering)
- Experience installing software for a fleet of computers while maintaining licensing and consistency measures
- Strong technical experience in computer, printer, and peripheral support
- Strong technical experience in audio-visual delivery, from installation to support
- Proven timely response and successful completion of requests, to the satisfaction of the customer
- Experience troubleshooting and showing creative solutions to technology challenges
- Culture of integrity, dignity and respect for all
- Strong commitment to social justice
- Ethical forward-thinking leadership
- Comprehensive medical, dental, vision, life & disability benefits package
- Tuition benefits for undergraduate and graduate programs
- Health Savings Account and Flexible Spending Account options
- Wellness and Employee Assistance Program
- Complimentary use of Carlow’s fitness center and amenities
- 1+ years of experience in a technology-related field such as Computer Science or Information Science and/or comparative work experience. An Associates degree or greater is preferred but not required.
- Must have exceptional customer services skills – demonstrated ability to communicate clearly and in a manner that is approachable and friendly.
- Required: efficiency and creativity with a problem-solving attitude to fully completing tasks while ensuring customer satisfaction
- Required: Presentation skills for the purposes of providing direction and orientation to prospective and incoming students.
- Required: Excellent written and verbal communication skills along with strong organizational and interpersonal skills.
- Required: Must have the ability to lift up to 30 pounds unassisted and up to 50 pounds assisted. Must also have the ability to sit or stand at a computer for extended periods of time as well move for the purposes of repairing/porting equipment to different locations on campus.
- Required: Ability to relate and communicate in a positive way to the many constituencies of the University.
- Required: Willingness and ability to learn new skills in a fast-paced environment.
This position is a full-time responsibility at the Oakland campus. Coverage will be generally Monday through Friday with occasional overtime or weekend work as projects/or events require. Ability to travel to satellite offices may be necessary.
Carlow University employees commit themselves to the highest standards of ethical conduct. They commit to act with integrity, treat others with respect and dignity, carefully steward the University's resources, avoid conflicts of interest or commitment, maintain confidentiality, and to comply with legal and professional obligations.
Apply for the position on the Carlow web page -- https://www.carlow.edu/about/employment/