Position Description – Client Support - Senior

POSITION DESCRIPTION
Position Title:	Client Support - Senior	FLSA Status: Non-exempt
Reports to:	Manager
Department:	Information Technology and Services
Date Prepared:	June 2005

BASIC FUNCTION

The incumbent is the primary contact for computer related problems on campus, and as such provides hardware and software maintenance and technical assistance to students, faculty, and staff. This position is also responsible for providing installation, network access, and troubleshooting for hardware and software on campus.

NATURE & SCOPE

The person in the position of Client Support – Senior reports to manager of his/her department. The incumbent also supervises a limited number of employees.

The nature of the information technology and computer support field requires the incumbent to devote a good deal of time to continuing education. As technology changes and is updated, the incumbent must be able to keep pace in order to understand and solve computer and software related problems.

The incumbent is responsible for the maintenance and repair of many computers and peripheral devices across campus. In addition to being educated on new systems, the incumbent must also practice time management skills. He/She must be able to prioritize problems and solve them accordingly.

The incumbent is also responsible for training technical assistants and student workers. It is important that the incumbent employs good communication skills in order to effectively demonstrate techniques and teach employees. These communication skills are also useful in relations with clientele and in joint projects with other information technology professionals.

While teamwork is vital to the success of the Division of Information Technology and Services, and to the success of this position in specific, often much work by the incumbent is self-assigned and completed on an individual basis. However, this individual must be able to work on team projects as the need arises. Generally, this job has the freedom to consider courses of action within well defined College policies and practices. The employee may consider whether new procedures may have to be developed in order to achieve the required results. The employee knows what he/she is expected to do, but he/she may determine how best to accomplish the goal.

Position Description – Client Support - Senior

PRINCIPAL ACCOUNTABILITIES

Ø Performs installation and maintenance for computers on campus

Ø Provides software support for campus computers

Ø Assesses computer, hardware, and software needs on campus and makes recommendations accordingly

Ø Maintains security on campus computers

Ø Installs and maintains peripheral devices

Ø Completes various paperwork, including scheduling and reports

Ø Assists in troubleshooting of network related problems

BUDGETARY RESPONSIBILITIES

The incumbent is responsible for the minor expenses related to computer support, but not budget allocation decisions.

SPECIALIZED KNOWLEDGE AND EXPERIENCE REQUIRED

This position requires a two years of college or vocational school and three to five years of work experience in the field. An extensive knowledge of the Microsoft Windows Operating System, Microsoft Office, and other software packages used on campus is also necessary.