职责描述：

? Responds to requests to resolve problems and assists users with IT and AV equipment and software, including academic and business environments.

? Provides desktop, software and AV support to faculty, staff and students.

? Supports major campus events for IT needs including setup and tear down.

? Monitors the Helpdesk/ServiceNow Ticket system frequently and responds within a determined timeframe as outlined in service level agreements. Tickets dispatch to assignees. Analyst logs any progress or actions as he/she works on a problem and closes out the tickets when complete.

? Maintains and setup computer labs on campus, by checking it on a regular basis to be sure all IT equipment and services are working, resolving any problems found and keeping the computer work areas clean and neat.

? Other tasks including help desk reception, new PC (Mostly Dell/Apple Models) preparation, password reset, VPN MFA, customer complaint handling and problem fix for Wireless network connectives, troubleshoot wireless mics, broken devices, printer maintenance (Ricoh Model), Inventory/ Label and other tasks as needed.

? Daily checks of all AV equipment in classrooms, event spaces, and team rooms.

? Basic network structured cabling, patching, rack and stack.

任职要求：

? General English and Chinese language skills are required

? Must have excellent customer service and interpersonal communication skills while supporting end users and other IT staff members. Constant attention to customer service.

? Ability to communicate with all levels of end user.

? Minimum of two years operational and technical experience in a medium to large -scale client/server environment, performing server support of operating systems (Windows, Linux). At least two years of experience performing desktop support of operating systems (Windows and Mac), including experience installing and troubleshooting a wide variety of academic and business applications. Experience with managing classroom equipment and technologies are plus.

? Knowledge or experience with desktop management.

? Excellent teamwork skills, time-management and organizational skills.

上班地址：昆山市杜克大道8号杜克大学

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