IT Support Professional Hardware and Software; HW​/SW

Position: IT Support Professional for Hardware and Software (HW/SW)
Summary:

This position serves as the technical liaison between Division staff (business users) and OIT to ensure Division technical support needs are being met. This position serves as front line support interfacing with business users on service requests, investigating and evaluating problems, resolving when possible, or escalating to OIT staff for further resolution. Responsibilities include monitoring OIT service desk requests, elevating required service level, negotiating completion dates, and ensuring follow through on hardware problems, equipment and software purchases, Rollout, inventory maintenance, problem resolution, and coordination of equipment replacement schedule.

This position takes an active role in the department-level Business Technology Team (BTT) to expand user functionality in alignment with department goals, resolve user-related problems, assist with development of Division solutions, and ensure adequate training for all Division users.