The IT Helpdesk Support provides technical support to meet the IT needs of Office of Research and the Joint Research Institutes. The position’s responsibilities require independent analyses, communication, problem solving, initiative and judgment. S/he will also be responsible for coordinating IT resources on behalf of both Office of Research and the Joint Research Institutes. This position will require a rotation on weekly basis between ECNU and Pudong campus. S/he will report to the Coordinator, Office of Research.

Provide technical support for the Joint Research Institutes (55%)

• Support the day-to-day operation of JRI
  o Serve as the IT-related contact point for institute faculty and members
  o Coordinate IT resources on behalf of JRI
  o Provide front-line IT support for institute members, such as set up, configure and troubleshoot network, computers, printers, scanners, and other peripherals
  o Support the use of audio-visual presentation equipment, video conferencing system, software and facilities, etc.
  o Manage and maintain the electronic equipment owned by joint research institutes
  o Set up and maintain the file server or other hosting service for research institutes

Provide technical support for the Office of Research (40%)

• Coordinate IT resources on behalf of Office of Research
• Provide day-to-day IT support for the office and IT orientation for new team members
• Responsible for purchasing, managing and maintaining electronic equipment and assets for Office of Research
• Responsible for information backup and archiving historical records for department shared folders
• Develop IT-related instructions, guidelines, SOPs as needed

Other tasks (5%)

• Other tasks as assigned

Qualifications

Required Education

• Bachelor’s degree in related fields such as computer science, electrical engineering, or instructional technology. Master’s degree preferred.

Required Experience

• Prior working experience providing technical support preferred.
• Prior experience in higher education institutions preferred

Required Knowledge, Skills, and Abilities

• Proficiency in setting up, configuring, maintaining and troubleshooting of desktop/notebook hardware and software (Windows and Mac OS) as well as iOS devices, in a networked environment
• Working knowledge of TCP/IP networking (e.g. DNS, DHCP)
• Experience supporting a variety of WiFi-enabled devices, Microsoft Office product suite, Google applications, etc.
• Knowledge of Active Directory concepts and administration
• Ability to identify, analyze and solve problems efficiently
• Strong interpersonal skills, and able to effectively communicate technical concepts with individuals and groups
• Able to work independently but also as a supportive member of a team
• Cross-cultural awareness
• Proficiency in spoken and written English and Chinese

上班地址：上海市浦东新区世纪大道1555号