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Works directly with the Manager of Client Support Services and the Senior Technology Support Analysts to implement common IT support services. Responsible for researching and resolving a high volume and a wide variety of information technology problems and issues directed to the IT Help Desk and appropriate related units. Performs tier 1 and tier 2 level IT support services. Maintains broad expertise of computer hardware and software, administrative computing standards and academic computing standards. Participates in the evaluation, selection, design, and development of tools to support IT Services operations and IT Services customers. Participate in projects as needed. Supervises and trains student assistants. Provides recommendations for hardware and software purchases. Travel as needed to other campuses or remote sites.

Responsible for the daily support and operation of services such as the IT Help Desk and related units. Responsible for researching and resolving a high volume and wide variety of information technology problems and issues directed to the IT Help Desk. Works closely with Senior Technology Support Analysts to provide production support for all information and application systems. Interacts with external vendors and other departments as needed to resolve IT issues. (30%)

Recommends enhancements and maintains accurate content within the common IT Help Desk application. Function as an intermediary between the faculty, staff and administration users and the IT staff, other departments, outside vendors and contractors, as requested. (30%)

Develops and maintains detailed knowledge about all technologies utilized. Including a full spectrum of application systems, microcomputer hardware and software, Scripting languages, e-mail systems, operating systems, and local area networks. Provides recommendations for pc hardware and software purchases, and technical facility maintenance/operation. Recommends enhancements and maintains accurate content within the common helpdesk application. (20%)

Collaborates with the Senior Technology Support Analysts, employees and students to understand the information technology services and needs. Coordinate and/or provide office workgroup training and IT related training sessions and develop training and knowledgebase materials. (10%)

Completes independent studies, attends training courses, reads pertinent industry publications, and participates in related electronic forums to stay current with new technologies, business processes, and regulatory matters. (10%)

*Pennwest does not participate in E-Verify*

Knowledge of the component parts of a PC and their associated functionality.

Knowledge of peripheral hardware devices such as printers, modems, and scanners, and their associated functionality.

Knowledge of the principles of network communications.

Knowledge of PC and peripheral hardware installation and configuration processes.

Knowledge of PC software installation and configuration processes.

Knowledge of desktop computer operating systems.

Knowledge of the use and functionality of Microsoft Office Suite software.

Knowledge of the use and interpretation of diagnostic utility programs for troubleshooting system (or IT) problems.

Knowledge of PC troubleshooting techniques in a network environment.

Ability to read and interpret IT manuals, procedures, and specifications.

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

Ability to establish and maintain effective working relationships.

One year of experience as an IT Help Desk Technician

or

An associate degree in an IT field;

or

Two years of experience providing IT support services involving hardware and software installation, operation, and maintenance;

or

One year of experience providing IT support services involving hardware and software installation, operation, and maintenance and completion of a one-year apprenticeship in the IT technical support field;

or

An equivalent combination of experience and training.

No.

PennWest Universitys Office of Community, Opportunity, Responsibility, and Engagement (CORE) provides strategic leadership in fostering a campus environment grounded in dignity, belonging, and opportunity for all students, faculty, and staff. Through comprehensive programs and collaborative partnerships, CORE advances student success, cultivates academic and leadership development, and strengthens community engagement in alignment with the universitys mission.

To request reasonable accommodation to participate in the job application or interview process, contact Amy Salsgiver, ADA Coordinator, asalsgiver@pennwest.edu; 814-393-2109. Pennsylvania Western University complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities.

Pennsylvania Western University of Pennsylvania is committed to providing equal access to all individuals and prohibiting any form of discrimination and harassment on the basis of race, color, religion, national origin, ancestry, sex, age, marital status, familial status, sexual orientation, gender identity and expression, pregnancy, genetic information, disability, status as a veteran, or any other characteristic prohibited under Title IX of the Education Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, and other pertinent state and federal laws and regulations. Direct inquiries to the Title IX Coordinator, 423 Becht Hall Clarion Campus 16214-1232; email asalsgiver@pennwest.edu or phone 814-393-2109. Inquiries may also be directed to the Director of the Office for Civil Rights, Department of Education, 330 Independence Avenue, SW, Washington, DC 20201.