Reporting Relationships
Reports to: Manager, User Support Services Group and Helpdesk Coordinator
Supervision Exercised: Supervision may be exercised over student workers and interns.

Job Summary
Provide Tier 1 and limited Tier 2 hardware/software support for supported systems and users; operate and monitor centralized computing resources, network equipment, and perform related processes.

Essential Duties and Responsibilities include the following. Related duties may be assigned.

1. Provide Tier 1 and limited Tier 2 hardware/software support for supported systems and users by applying best practice, internal tools and advanced techniques.

2. Support the community of end users by responding to service requests in a timely, effective, and respectful manner.

3. Track each client interaction to capture issue, status, resolution, and necessary steps for satisfaction.

4. Perform and maintain account management procedures, both manual and automated.

5. Promote end-user self-service and satisfaction. Update FAQs, wiki and other self-service documents.

6. Monitor the functionality of the centralized computing resources and the network, utilize troubleshooting techniques to analyze and resolve problems, escalating when appropriate.

7. Perform operational activities related to the centralized computing resources and network processes.

8. Manage the comprehensive backup system for critical data by creating, balancing, monitoring, and performing file backup and restore processes.

9. Install and configure Operations area software and equipment.

10. Ensure the security of the network operations area, associated materials, and data.

11. Document procedures and technical processes.

12. Develop and recommend policies, practices and procedures.

13. Maintain regular and effective communication with the user community, colleagues within the organizational unit, and supervisors.

14. Maintain continuous professional growth and development through a series of actions, including reading technical, professional, and marketing literature, attending workshops, seminars and demonstrations, collaborating with vendors, manufacturers, and colleagues, and engaging in hands-on experiences with a variety of technologies.

15. Provide informed recommendations for enhancements and improvements at Rock Valley College based on new and emerging technologies.

16. Participate in strategic planning and budgeting decisions.

17. Regular attendance is expected.

18. Using tact and courtesy, the ability to establish and maintain effective relationships with persons contacted in the course of work.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• Associate’s degree in an area closely related to computing or 2 years of recent experience delivering computer operations. Help Desk experience desired.

• Ability to prioritize effectively and to work efficiently without direct supervision.

• Ability to communicate effectively.

• Related professional certifications are desirable.

• Experience working in an educational setting is desirable.

• Basic familiarity with Unix is required.