Auburn Advancement - IMS Service Desk Representative

The IMS Service Desk Representative’s role is to provide a point of contact for end-users to receive support and maintenance within the organization’s computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC and Mac hardware and equipment to ensure optimal performance. The person will also troubleshoot problem areas (in person and remotely by telephone, e-mail, instant message, or another collaboration tool) in a timely and accurate fashion and provide end-user assistance where required.

• Perform on-site or remote analysis, diagnosis, and resolution of simple and complex computing problems for end-users and recommend and implement corrective solutions.

• Install, configure, test, maintain, monitor, and troubleshoot end-user client technology and related hardware and software to deliver required service levels.

• Collaborate with System/Network administrators to ensure efficient operation of the company’s desktop and remote computing environment.

• Where required, administer and resolve issues with associated end-user technology, networking, or software products.

• Receive and respond to incoming calls, e-mails, and messages regarding technology problems.

• Ensure that physical connections are in proper working order.

• Maintain an inventory of all technology equipment, including but not limited to monitors, keyboards, laptops, tablets, cell phones, televisions, and other equipment.

• Accurately document all incidents and requests, including technology equipment or component failure, repair, installation, and removal.

• If necessary, liaise with third-party support and hardware equipment vendors.

• Conduct research on technology products in support of procurement and development efforts. Evaluate and recommend products for purchase. 

• Work with other staff members on additional projects and tasks as assigned.

• Experience providing customer service

• Familiarity with a wide variety of technology resources and platforms

• Training and certification opportunities are available

• We will cover the training materials and the exam fee upon passing.