Job Title
Technical Support Representative
Department
Information Technology
Campus
Queens
Job Description
The Technical Support Representative must possess working knowledge
of computing and A/V hardware used in the teaching and presentation
facilities (i.e. podium and micro-classrooms), microlabs and
offices at St. John’s University. Additionally, the
representative must possess a general knowledge of many of the
software packages and operating systems used in the aforementioned
locations. Interact professionally and diplomatically with
clients to provide quality support and service. Follow
accepted standards of customer service and serve as a mentor for
student assistants. Rotation to other campuses may be
required.
Responsibilities
- Work with a team to provide quality computer support and
customer service to all users of Information Technology at the
University.
- Research, resolve, and respond in a timely manner to questions
received via service ticket, telephone call and e-mail in
accordance with current standards.
- Deliver, setup, secure, and explain how to use equipment in
classrooms and other environments as requested.
- Respond to “emergency” requests for equipment repair or
replacement.
- If supporting classrooms, prepare the classrooms for use before
classes begin, after classes end, or at any other appropriate time
of day or evening.
- Assist with routine maintenance and cleaning of computer
hardware, in classroom and microlab environments.
- Assist with the setup of new computer equipment typically in
the summer.
- Acquire and maintain current knowledge of equipment, software,
and support policies in order to provide technically accurate
solutions to customers.
- Inform team leaders of recurring hardware/software problems,
patterns, or systemic service outrages.
- Perform miscellaneous duties as required.
Qualifications
- Detailed experience with hardware and software used in St.
John’s University technology classrooms, microlabs, and office
locations.
- Customer service experience.
- Ability to diagnose and resolve routine computing
problems.
- Excellent written and oral communication skills.
- Must be able to lift at least 40 pounds.
Salary
Salary commensurate with your qualifications, experience,
and contingent upon the departmental budget.
Submitting for this Position
Please send a cover letter and a resume to employment@stjohns.edu and
Reference Job 1006 in the subject line.