User Support Technician

Job Responsibilities

Reporting to the Associate Director of User Support, the User Support Technician provides technical and infrastructure support to faculty, staff and student users.

• Installs, configures and maintains desktop and laptop PCs (Windows and Mac) and other devices, including printers, tablets, etc. Installs, configures and upgrades application and operating system software.
• Installs, configures and maintains voice, data and video equipment.
• Installs, terminates and tests cabling, as necessary.
• Participates in recommended training, follows best practices and remains current on new technologies.
• Uses industry standard diagnostic tools to aid in identifying, troubleshooting and repairing hardware, software, network and telephony connectivity issues.
• Coordinates internal component repairs or replacement with third-party suppliers, such as Dell or Apple, as needed.
• Uses existing internal or external information sources to research and resolve incidents and fulfill requests; escalates issues when necessary per procedures; and accurately and promptly documents and updates service records in the ticket-tracking system.
• Relocates equipment as requested by users or as dictated by hardware rotation guidelines.
• Removes old equipment and performs data migration to new machines per related information security policies and procedures.
• Assists users by teaching them how to use hardware and software effectively, answers "how to" questions, and provides information and recommendations on upgrades.

Minimum and Additional Requirements

• Bachelor's degree; or
• Associate's degree in an IT-related field and two years of experience; or
• High school diploma and four years of experience installing and supporting hardware and software.
• Thorough knowledge of PC hardware, software and network connections.
• Detailed understanding of telecommunications theory and practice.
• Exceptional problem-solving, customer service, organizational and interpersonal skills.
• Ability to follow instructions of a highly technical nature.
• Ability to establish and maintain effective working relationships with co-workers, faculty, staff and students.
• Ability to handle highly sensitive and confidential information.

Preferred Qualifications

License/Certification: CompTIA, Apple and/or Microsoft certifications desired.

Additional Comments

Travel/Overtime Requirements: Employee is expected to work outside regular business hours and on weekends for planned system maintenance and emergencies. Telecommuting: Employees are not eligible for telecommuting/remote work during their 12-month probationary period. After that time, certain positions may be eligible for telecommuting/remote work at the discretion of the supervisor and in accordance with Winthrop policies.

Benefits for State Employees

The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies. Insurance Benefits Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses. Retirement Benefits State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options. Workplace Benefits State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more. Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.

Employer

State of South Carolina

Agency

Winthrop University

Address

303 Tillman Hall Rock Hill, South Carolina, 29733

Phone

803-323-2273