Job Title
Laptop Support Specialist
Department
Information Technology
Campus
Queens Campus
Job Description
The Support Specialist is responsible for providing service
and support to users of student computing. The incumbent
proactively seeks to provide support by learning the business and
anticipating students’ needs to the greatest extent
possible. The specialist collaborates with others to support
and repair hardware or software issues. To accomplish these
tasks, the specialist must possess the technical knowledge and
skills necessary to successfully troubleshoot routine hardware and
software problems on various platforms (i.e., laptops, PC, Apple).
Incumbent must be willing to work flexible hours, including early
mornings, evenings, and weekends if necessary.
Responsibilities
- Provide quality computer support and customer service to all
users in the laptop shop and microlabs
- Upholds the University laptop shop and microlabs policies to
facilitate an atmosphere conducive to learning
- Use technical support procedures to research, repair and solve
various laptop and desktop related problems
(Software/OS/Hardware/Network)
- Assist with the setup and distribution of new computer
equipment typically in the summer
- Escalate problems to appropriate personnel when applicable.
Perform clerical duties like filing, answering phone calls, and
performing miscellaneous shop and lab duties.
- Log all service related incidents into current ticketing
management system. This includes user verification, loaners,
warranty and accidental claims are properly logged, ensuring
accurate and complete entries are performed
- Work with Project manager to facilitate calls into
warranty/order parts through ez-serv/e-claim to replace defective
hardware (i.e., Motherboard, Combo drive, Hard Drive, Memory
modules, etc.).
- Work Project Manager to facilitate the replacement of defective
parts and perform operational and functional tests on repaired
units. Ensuring parts are installed as per manufacture
specification.
- Inform supervisor(s) of any observed trends – including unusual
failure hardware conditions, exceptions to written standards, and
evidence of customer abuse
- Perform other miscellaneous duties as required; the preceding
examples are representative of the assignments performed by the
position and are not intended to be all-inclusive.
Qualifications
- Bachelor’s degree in computer science or related field
preferred.
- Two years customer service experience
- A+ Certification and one year technical experience
- Detailed experience with hardware and software used in St.
John’s University laptop shops and microlabs.
- The ability to maintain a diplomatic and professional attitude
with students, faculty, and staff.
- Strong PC skills with the ability to learn procedures
quickly.
- Excellent written, communication and interpersonal skills.
- Must be able to lift 40 pounds.
Submitting for this Position
Please send a cover letter and a resume to employment@stjohns.edu and
Reference Job 1014 Laptop Support Specialist in the subject
line.
Salary commensurate with qualifications, experience and is
contingent upon the departmental budget.