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Posting Number:STA00352PO24
Job Family:Information Technology
Job Function:IT Product Support
USC Market Title:IT Customer/Product Support Tech
Link to USC Market Title:https://uscjobs.sc.edu/titles/133306
Job Level:T2 - Technical Support
Business Title (Internal Title):IT Customer/Product Support Technician
Campus:Columbia
Work County:Richland
College/Division:Division of Information Technology
Department:DOIT Service Delivery
State Pay Band:6
Approved Starting Salary:$49,396
Advertised Salary Range:$49,396-$61,745 $74,094
Part/Full Time:Full Time
Hours per Week:37.5
Work Schedule:Standard working schedule: 8:30am - 5:00pm
Must be willing to work a flexible schedule to meet the needs of the department.
12 months
Job Search Category:Information Technology
About University of South Carolina:From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor's degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service - helping to build healthier, more educated communities in South Carolina and beyond.
Inclusive Excellence Statement:At the University of South Carolina, we strive to cultivate an inclusive environment that is open, welcoming, and supportive of individuals of all backgrounds. We recognize diversity in our workforce is essential to providing academic excellence and critical to our sustainability. The University is committed to eliminating barriers created by institutional discrimination through accountability and continuous process improvement. We celebrate the diverse voices, perspectives, and experiences of our employees.
Advertised Job Summary:IT Customer/Product Support Technician
Bachelor's degree in Information Technology Systems, or related field, and 2 years of experience; or any equivalent combination of education, training, and experience.
Preferred Qualifications:Fully competent in office automation systems; data communication systems; information processing in a data processing environment.
Knowledge/Skills/Abilities:Full understanding of and skilled in a wide variety of applications, operating systems, protocols and equipment used in customer organizations. Basic to moderately complex problem-solving skills. Basic to moderately complex analytical methods. Ability to provide advice and assistance to individual customers and smaller groups. Able to communicate effectively, both written and verbal with customers, peers, and management. Full working knowledge with computer systems, office automation systems, data communication systems, and information processing in a data processing environment. Occasional work at other than normal times may be required.
Job Duty:Provide solid working knowledge and technical assistance in applications, computer operating systems, and networking functionalities both in person and remotely as required. This includes troubleshooting, configuring, and deploying workstations, printers, etc. to communicate with the campus network, installing and upgrading applications, removal of malware, and hardware diagnostics/repair. Proactively monitor and assess the needs of Service Level Agreement (SLA) departments.
Essential Function:Yes
Percentage of Time:40
Job Duty:Adhere to the department's customer service standards, provide effective communication and teamwork, and operate the department's internal software systems. Support all channels of support for the team, which include phone, web, chat, remote and in-person/walk-up. Move equipment, furniture, and adhere to proper asset management, secure data removal, and disposal processes as needed.
Essential Function:Yes
Percentage of Time:25
Job Duty:Follow and implement guidance from higher-level staff, management, or project teams to outline and document information system requirements, including support for applications for the desktop environment. Learn equipment and software packages in the Desktop test lab. Make recommendations for improving the customer experiences, fulfilling the needs of the users, and provide feedback concerning the information technology plan. Provide team members and management feedback from end users concerning hardware/software as appropriate.
Essential Function:Yes
Percentage of Time:15
Job Duty:Create and maintain documentation to support departmental goals and practices, including usage of the work management tool and the best practices of service management. Utilize standard office applications to create and maintain documentation and knowledge articles. May cross-train with student, intern staff, or lower-level staff. May develop materials for new staff onboarding or end user adoption/training. May create training materials for review by other desktop technicians or management to be used in training opportunities or process documentation.
Essential Function:Yes
Percentage of Time:10
Job Duty:Cross-trains with team members to share the skills and competencies needed to serve as a liaison between co-workers, campus users, and functional areas for complex problems involving workstation troubleshooting and network technology. Assist and consult with team in mobile device management, equipment imaging, and security patching.
Essential Function:Yes
Percentage of Time:5
Job Duty:Other duties as required. Maintain current technical and operational knowledge by attending and participating in on-going professional development in the form of system, applications, or technology training.
Essential Function:Yes
Percentage of Time:5
Safety Sensitive or Security Sensitive:No
Hazardous weather category:Non-Essential
Number of Vacancies:1
Job Open Date:04/30/2024
Job Close Date:05/31/2024
Open Until Filled:No
Special Instructions to Applicant:Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.We are only accepting applications submitted by May 31, 2024.The University of South Carolina offers a valuable benefits package including but not limited to:
https://uscjobs.sc.edu/postings/167611
EEO Statement:The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender), gender identity or expression, genetic information, HIV/AIDs status, military status, national origin, pregnancy (false pregnancy, termination of pregnancy, childbirth, recovery therefrom or related medical conditions, breastfeeding), race, religion (including religious dress and grooming practices), sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations.
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