Knowledge Of: Problem diagnosis, reporting and monitoring tools and processes * Selection, installation, configuration, troubleshooting and repair of end-user devices (pc's, printers, peripheral devices) * Installation, configuration and maintenance of desktop operating systems, infrastructure services * Data security best practices and administration of access to departmental data and hardware assets Skill In: Meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs Interpersonal communication to effectively interact with University personnel and public in person and over the telephone * Dealing diplomatically with internal and external constituents under stressful conditions Ability To: Conduct end-user training * Communicate effectively orally and in writing directly to end-users with status updates on requests, expectation management, and pending projects * Prioritize day to day issues on local support level as emergent issues arise * Create and maintain effective documentation Provide work direction and guidance to others Preferred Qualifications – if applicable: Smoking and tobacco use are not permitted on any of Kent State’s campuses or other locations and properties that are owned, operated, or leased by Kent State, both domestic and international.