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Job Title:   Customer Support Technician II
Information Technology

Note:  This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required or assigned to an employee in this position 
The incumbent resolves hardware/software problems on computer configurations for Spelman College computer lab operations and/or faculty and staff.  The range of customer is determined by the manager of the position. The incumbent provides immediate technical responses for all levels of computer problems for the user community and contacts outside vendors for hardware and/or software support as required.
Our ideal candidate profile will include:
  • Resolve hardware and software issues with computer configurations for microcomputers in faculty/staff offices, campus laboratories, and e-classrooms throughout the campus.  This includes reinstallation of software if required;
  • Perform technical support on various microcomputer systems and operating platforms.
  •  Install/setup/configure hardware and software for new and existing microcomputers in computer laboratories and/or faculty/staff offices, campus laboratories, classrooms, and all other operational areas.
  •  Upgrade and/or repair microcomputer systems with replacement parts.
  • Provide replacement systems to users.
  • Utilize the Lotus Notes on-line support tracking system to implement and maintain an on-line request tracking system that can be used to document all service requests and deliveries.
  •  Research and provide technical solutions where applicable to all computer systems problems. Supervise and train intern PC Tech students
  • May initiate the response procedures of the MIT team when technical issues are reported after normal business hours. This duty is performed when network and or e-mail outages are reported between 12:00am- 8:00am.
  • May provide level 1 helpdesk support for after hours calls (12:00am- 8:00am);
  • May provide level 2 software application support to users for the core college applications. 

This position requires strong customer service focus, proven analytical and problem-solving skills, and a proven ability to provide accurate diagnosis of computer problems and the skill level to resolve them.
The ability to read and comprehend technical instructions, short, correspondence, and memos.
High school diploma and five years of Help Desk experience or equivalent combination of education and experience are required. 
Qualified individuals are encouraged to visit our website and apply via our online application:  www.spelman.edu.   We offer a competitive compensation and benefits package and a campus environment filled with unique opportunities and experiences.
                                               NO PHONE CALLS PLEASE
Spelman College is an Equal Opportunity/Affirmative Action Employer
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Spelman College, a historically Black college and a global leader in the education of women of African descent, is dedicated to academic excellence in the liberal arts and sciences and the intellectual, creative, ethical, and leadership development of its students. Spelman empowers the whole person to engage the many cultures of the world and inspires a commitment to positive social change.

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