Duties * Troubleshoot, resolve, or escalate all hardware, software, phone, a/v, and operating system problems * Support faculty, students, and administrators in their use of general software applications * Install, configure, maintain, repair and upgrade computer software, computer hardware, and related peripherals * Respond to telephone calls, emails, and in-person requests for technical support * Maintain timely and accurate records of support issues using tech-support-email, spreadsheets and help desk management system * Delegate and escalate issues to appropriate tech department colleagues * Monitor all support requests to ensure timely resolution * Document troubleshooting processes and resulting problem resolutions * Openly and broadly share problem