The Desktop Support Technician's role is to support and maintain Rockhursts computer systems, networks, desktops, peripherals, and classroom technology. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The position will also troubleshoot problem areas (in person, by telephone, or remotely) in a timely and accurate fashion, and provide end-user assistance where required.

Additional responsibilities include:

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Construct, install, and test customized configurations based on various platforms and operating systems and maintaining images.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation network software and hardware products.
• Receive and respond to incoming calls, and/or Help Desk tickets regarding desktop problems.
• Act as liaison between the Helpdesk and the Network Team.
• If necessary, liaise with third-party support and PC equipment vendors.
• Maintain currency and patching of desktop applications.
• Works with other groups within the Computer Services department to ensure the solutions are consistent with department and university policies.
• Research, evaluate and recommend new and emerging development technologies to meet present and future desktop and classroom needs of the university.

QUALIFICATION REQUIREMENTS:

Knowledge

• Excellent knowledge of PC and desktop hardware and software, internal components, troubleshooting, and computer and AV equipment support experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Self-directed, self-starter, and motivated with the ability to work with minimal supervision.

Education

• Bachelors Degree in MIS, Computer Science, or High School diploma and equivalent work experience.

Experience

• Expansive knowledge of laptop and workstation hardware/software/operating systems configuration and connectivity.
• Excellent technical knowledge and aptitude in the areas of mobile devices, applicable software, and troubleshooting techniques.
• Working knowledge and experience with Active Directory
• A thorough understanding of Windows 10, Windows 11, Office 365, Microsoft Business for OneDrive and Macintosh platforms.
• A good understanding of systems administration and security principles. Ability to troubleshoot security issues, isolate and repair or rebuild compromised machines.
• Position may need to occasionally provide support for special events or conferences.
• Ability to support and maintain wireless technologies.
• Effective communication skills.
• Ability to present new technical material in group settings and train end-users.
• Must be reliable, team oriented, self-motivated, proactive, and able to adapt to change.
• Strong verbal and written communication skills sufficient to interact with a variety of users and other technical staff.
• Excellent time management skills and ability to work under pressure and meet inflexible deadlines.

PHYSICAL AND MENTAL REQUIREMENTS:

Work performed in an environment requiring occasional exposure to weather extremes, fumes, odors, and noise. High level of visual effort with continuous exposure to highly detailed work requiring substantial concentration. High level of physical effort such as pushing, pulling, bending, lifting, and carrying heavy objects. (Over 50 lbs.)

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

The application process requires a cover letter, salary requirements, and contact information for three references. Rockhurst cannot accept any application materials (resumes, cover letters, etc.) by email, mail, or walk-in. All applications and application materials must be submitted through our online application system.

Located in the heartland of the nation, Kansas City is an affordable city with a metropolitan population of 2.5 million, known for its barbeque, jazz heritage, sports teams with enthusiastic support, and numerous cultural opportunities. Additional information about Kansas City can be found at www.visitkc.com/.

Full-time Rockhurst employees enjoy an excellent benefits package including:

• Medical
• Dental
• Vision
• Short- and long-term disability
• Life insurance
• A 37.5-hour work week
• Tax-deferred retirement plan with a generous company match
• Free undergraduate and graduate classes for employees - 6 credit hour limit per semester.
• Free undergraduate classes for spouses and dependent children
• Vacation and sick time along with 15 paid holidays
• Positive work environment
• Leadership and development opportunities

Rockhurst University provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or other characteristic protected by federal, state, or local laws. Rockhurst uses E-Verify.