Michael Middleton

Provide first line of support for technology related questions at the IT Service Desk for Stonehill faculty, staff and students: • Answer the Service Desk telephone calls, obtain user information as well as information about the problem and log into the call tracking software Track-it. • Troubleshoot and resolve calls that can be handled on the phone (Microsoft Office applications, Student and Employee Email, Wireless access, Classroom issues, Printer issues, basic Internet access and other specific Stonehill applications). • Assist walk-in faculty/staff/students with technology related problems. • Escalate solution-resistant problems to Level II and III support staff or other professional staff as appropriate. • Perform hardware repair such as replacement of laptop screens, keyboards, and RAM. • Perform other duties as assigned.