Desktop Engineer, Office of Technology Management

Summary of Job

He/she will provide support for computing systems such as Windows and Mac OS devices, Google Apps, software related to desktop and hardware/peripherals as well as work proactively to resolve users’ technical issues and troubleshoot IT equipment. He/she will also be involved in ensuring smooth operational set-ups involving laptops, projectors and AV equipment.

Major Job Responsibilities

1. Manage initial setup and configuration of all Windows and Mac OS devices, including remote access and network Wi-Fi configuration.
2. Assist users in laptop troubleshooting and diagnostics analysis; escalate problems to Applications and Systems level as well as vendors if necessary.
3. Provide support to users on usage of hardware (including peripherals like printers, scanners and photocopiers) and software (limited to SOTA’s approved list).
4. Manage computing devices in IT labs, library and Mobile Carts or in other future expansion and also to ensure the wellbeing of these common areas.
5. Ensure the wellbeing of PCs and other peripherals, and to raise service requests to hardware vendors, where necessary.
6. Support ad hoc events that require IT assistance.
7. Maintain and update helpdesk documentation.

Other Scope of Work

Services

1. Perform diagnostic and determine cause of IT problems or simple hardware replacement for IT equipment.
2. Provide advice and assistance on usage of basic functional features of software and hardware peripherals.
3. Event support and standby for visits.

Administrative

1. IT asset management.
2. Update and follow-up helpdesk tickets.
3. Loan management of IT equipment and peripherals.
4. IT Lab administration.
5. Student 1to1 wireless administration.
6. Access administration for Apple support center.
7. Projector & Visualizer maintenance.
8. IT Asset inventory management.
9. Support IT budget planning and tracking.

Maintenance

1. IT Lab half-yearly maintenance.
2. Projector and Visualizer maintenance.

Others

1. Support school-wide events and key activities.
2. Adhere to SOTA’s prevailing policies and procedures.
3. Any other duties as assigned by Reporting Officer or Management of the School.

Job Requirements (Education, Experience and Knowledge/Skills)

1. Minimum Diploma in Information Technology, Computer Studies, or similar discipline.
2. Preferably at least 1 year of experience in IT helpdesk support function.
3. Good interpersonal communication, problem solving and analytical skills.
4. Able to take initiative to follow through every case reported and work cohesively as a team.
5. Experienced in network configuration.
6. Experience in Mac environment will be an added advantage.