Job Description

Mission Driven, Community Focused About | Charles R.Drew University of Medicine and Science (cdrewu.edu)

Charles R. Drew University is located in the Watts-Willowbrook area of south Los Angeles and was founded in 1966 in the wake of the Watts uprising. CDU was founded to address inadequate medical care in the region and to provide equitable medical education opportunities for under-represented students.

CDU offers the only historically black Doctor of Medicine program west of the Mississippi, and is strongly invested in the local and regional community. The university leads multiple partnerships and programs to provide equitable healthcare resources in a variety of south Los Angeles neighborhoods.

Reporting to the Help Desk Manager, the Jr Computer Technical Specialist provides primarily phone support for the Institution’s workstation, mobile devices, and application delivery in a Mac, and Windows environment. This is an entry level support position providing first level support to staff, faculty and students. Responsibilities may include answering the phone, creating work orders, and providing basic technical assistance to customers through diagnostic tests and remote access to their computers.

Critical to this position is a focus on customer service, professionalism and patience. The Jr Computer Technical Specialist will operate the University’s support phone providing Level 1 support, triage incoming calls, and documenting tickets. The incumbent is expected to have an entry level technical support knowledge and will be supporting the level 2 and level 3 computer technicians as necessary.

Essential Duties and Responsibilities:

• Responding to queries via chat, email, or phone
• Triaging support calls to Level 2 & 3 support as
• Training other staff members on troubleshooting and diagnosing problems
• Writing, editing, and revising training manuals for new and updated software and hardware
• Providing technical assistance for questions and problems
• Resolving problems with networks and other computer systems
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
• Running reports to analyze common complaints and problems
• Installing or changing software to fix issues
• Remotely accessing hardware or software for clients to make changes and fix problems
• Clerical work and basic office admin
• Provide end user support during the hours of:
  • Saturday & Sunday: 7:30 am – 4:30 pm
  • Tuesday through Thursday: 10:00am – 7:00pm
  • Friday: 9:30am – 6:30pm
• Shifts are subject to change based on the needs of the business.

Other Duties and Responsibilities:

• Perform other duties as

Qualifications/Requirements:

EDUCATION:

• Regionally accredited two (2) year associate’s degree in information technology or equivalent a

EXPERIENCE:

• 2+ years of professional work experience

LICENSES/CERTIFICATIONS:

• A+ preferred but not required

KNOWLEDGE/ABILITY/SKILLS:

• Strong customer service and troubleshooting
• Ability to communicate technical information, both verbal and written to a wide range of end-
• Familiarity with both PC and Mac Hardware and
• Familiarity with Network Repairs and

COMPLEXITY:

• The ability to perform highly detailed work with sustained attention and care while providing/obtaining information on numerous inquiries is paramount to success in this position.

PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Occasional Frequent standing and lifting to 50 pounds. Constant walking, sitting, climbing, reaching high/low levels, finger movement, feeling, speaking clearly, hearing conversationally, and seeing far and near.

WORK ENVIRONMENT:

• The position is on site unless specific authorization from manager.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Occasionally required to work in confined spaces

MENTAL DEMANDS:

• The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Frequent variety of unrelated Constant calculating interrupted work, a variety of interrelated tasks, and use of sustained concentration, reasoning, judgment, resourcefulness, analytical ability, and ingenuity.

SPECIAL REQUIREMENTS:

• Ability to work effectively with a diverse
• Ability to work nights and weekends

Excellent benefits: Medical, dental, vision, retirement plan, vacation accrues on first day of employment, wellness programs, 17 paid holidays per year, up to 16 hours of paid time off to participate in community service and much more.

Full Time

Hourly rate range: $23.89-$31.39/hour

EEO Statement: Charles R. Drew University is committed to Equal Employment Opportunity. Applicants will be considered without regard to gender, race, age, color, religion, national origin, sexual orientation, genetic information, marital status, disability or covered veteran status.

Fair Chance Statement: Charles R. Drew University of Medicine and Science will consider qualified applicants, including those with criminal histories, in a manner consistent with state and local “Fair Chance” laws.

As a health professions institution of higher education, Charles R. Drew University of Medicine and Science seeks to protect the health and safety of the University community. As a condition of enrollment and employment, students, faculty, and staff must comply with the current CDU Covid-19 requirements as described on the CDU Covid-19 webpage. Please visit the CDU Return to Campus website https://www.cdrewu.edu/covid-policy/ or email the Campus Nursing Office at nurseofficer@cdrewu.edu