WAKE FOREST UNIVERSITY POSITION DESCRIPTION APPROVED TITLE: Computer Support Consultant II (Graylyn) DEPARTMENT: Information Systems: Business Computing SUPERVISOR: Manager, Business Computing Support FLSA Non-Exempt APPROVED GRADE: IST DATE APPROVED: 12-07-01 POSITION SUMMARY: Responsible for on site technical support at Graylyn International Conference Center, an auxiliary unit of Wake Forest University. Assists users of computers in the resolution of problems and questions. Coordinates support of Graylyn clients as it relates to telephone services, cable TV services, Internet connectivity, and computing services. Develops, documents, and follows support and operational procedures. Interacts with Graylyn clients on a regular basis. Participates in various project teams to develop new systems or to implement new facilities. This position is a full-time, 40 hour/wk (2,080 hr/year) position.. Non-standard work scheduling and overtime hours are required. QUALIFICATIONS: Education, Experience and Training Associate Degree and two years related experience, or an equivalent combination of education and experience. Bachelor of Science (preferably in Computer Science or Business Administration) preferred. Experience in the hospitality industry preferred. Knowledge, Skills, Ability Ability to analyze various types of hardware and software problems, diagnose and resolve 85% of complex issues encountered. Ability to develop all-inclusive solutions to client needs utilizing elements of networking, multimedia, peripherals, hardware and software. The ability to learn new areas in which to apply these skills. Familiarity with Windows-based workstations, operating systems (including NT administration) and PC software and hardware, internet technology, e-mail, Microsoft Office, business computing software applications, Dreamweaver and other web page construction and maintenance tools, as well as networks. Excellent written and oral communication skills, excellent interpersonal skills, superior telephone etiquette, ability to deal effectively with the diverse populations of the entire Wake Forest community, and a strong dedication to customer service and satisfaction. Strong initiative and ability to function independently, as well as in a team format, and ability to analyze a problem from different perspectives. Ability to multi-task and be highly adaptable to new and changing situations, and to exhibit patience in managing job in a very stressful, hectic work environment. Ability to organize work efficiently and work well under time pressures. Ability to Interact effectively with all units of Information Systems to ensure and develop solutions to client needs. Ability to perform basic programming in DOS, Java, HTML, Visual Basic and Batch file creation. Must have valid NC driver license with good driving record and a means of transportation between the Graylyn site and the Reynolda campus; must be insurable. Ability and desire to aggressively promote all services offered by the Conference center, to facilitate audio visual presentations where technical support and expertise is needed. Physical Requirements Light work: Exerting up to 20 pounds of force occasionally and/or a negligent amount of force frequently or constantly to move objects. Repetitive Motions: Substantial movements of the wrists, hands, and/or fingers (primarily in utilization of computer keyboards). Close visual acuity to perform activities such as detailed analysis of data, budget figures, project plans and reports, and a host of other reading and analysis activities. Extensive personal communication required: talking, hearing, and personal interaction. Not substantially exposed to adverse environmental conditions. ESSENTIAL FUNCTIONS: Determines critical support factors and training needs to support the technologies used by Graylyn staff and clients to insure the successful implementation of on-going projects and day-to-day business operations. (15%) Acts as a computer support liaison between Information Systems and Graylyn International Conference Center in determining support strategies by conducting interviews, utilizing surveys and analyzing trends/root cause issues to determine and establish processes and procedures to support the computing needs in these groups. Top priority is given to customer service and satisfaction. (10%) With appropriate support provided by external vendors, develops and supports information technology tools to assist Graylyn Staff to better manage their daily operations. Plans, develops and implements training programs as appropriate. In conjunction with WFU IS staff, develops recommended software load for non-standard Laptop and desktop loads. Provides primary support for non-standard peripherals (printers, scanners, PDAs, etc.) as utilized by Graylyn staff and clients. Acts as technology advisor in the suggestion and acquisitions of hardware WFU-HR-0023 Issued: 8-1-00 -2- and software for department/user specific needs. Oversees and conducts technical training programs in verbiage the client(s) understands. (20%) Achieves results through continued enhancement of knowledge and competencies in leading edge technologies. Establishes and maintains effective working relationships with IS staff members and management through a commitment to open and on-going communications to achieve IS goals and objectives. (10%) Tracks and thoroughly documents all necessary information on issues, problems and procedural enhancements. Maintains and submits status reports on service levels and performance. Communicates with senior consultants and management in escalating important issues. Keeps abreast of all systems and network changes and enhancements as they relate to client support. Serves as principal IS tester for Graylyn specific applications. Keeps immediate management informed. (15%) Promotes all services offered by the Conference Center to facilitate multimedia presentations where technical support is needed. (10%) Provides excellent customer service to both internal and external customers, interacting with Graylyn clients on a regular basis. (15%) Performs other related duties as assigned. (5%) OTHER FUNCTIONS: SUPERVISORY RESPONSIBILITY: None. Responsible for own work only. AUTHORITY/ACCOUNTABILITY: Works under the supervision of Information Systems Business Computing Support. Is accountable to Information Systems management as well as the general manager, Graylyn International Conference Center. Must adhere to Graylyn’s dress code. Must observe and enforce university computing policies, Information Systems and Graylyn procedures and polices. PROBLEM SOLVING: Monitors Remedy ticket progress. Resolves according to Service Level Agreement. Develops and supports software load for non-standard IBM laptops and desktops as necessary. Develops "all-inclusive" solutions to user needs (utilizing elements of networking, multimedia, peripherals, hardware and software. Analyzes each problem and resolves no less than 85% of all issues encountered. Assesses technical needs of the Graylyn environment (for staff and clients), consults with IS staff and makes recommendations to senior staff and management regarding cost effective solutions.