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ext. 3333
717.796.1800 ext. 3333

 

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ext. 4444

717.796.4444


Technical Support Assistant
Position Description


Position Summary:  The Technical Support Assistant troubleshoots and supports PC and Mac needs (students and staff), both hardware and software; supports students and staff in person, via email and on the phone. Troubleshoot and repair classroom and lab PC and Mac equipment. Complete required documentation.


Experience Required: Basic computer experience required. Basic knowledge of multiple operating systems and configuration is preferred. Some hardware knowledge is required.


Hours Required: 0 hours /week


Dress Requirements: All students are expected to have a neat and clean appearance. No cutoffs or torn pants/shirts are permitted.


Skills, Characteristics, and Experience Required:

  • Outgoing, friendly personality
  • Good customer service skills
  • Able to work on multiple projects at one time
  • Ability to work well within a team and effectively share new knowledge with others
  • Basic PC hardware and software knowledge
  • Willingness to learn new technologies and troubleshooting practices, and share new knowledge with others
  • Good communication skills, both oral and written

Special Working Conditions: Be able to lift 60 pounds


 

Primary Duties

1.

Answer and assist help line phone calls in a pleasant manner

2.

Submit and respond to RT and Student tickets

3.

Troubleshoot, support and resolve hardware and software on PCs and Macs (student, staff, lab, classroom) under the guidance of a Helpdesk Support, Tier II Technician

4.

Troubleshoot and/or replace AV equipment as needed

5.

Reimage laptops

6.

Be on call as assigned – Responsible for evening classroom support (hardware and software)

7.

Effectively communicate with clients (employees and students)

8.

Complete research as requested to support and extend department's knowledge base

9.

Maintain consistent and reliable attendance


 

Secondary Duties

1.

Other duties as assigned.

 

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