"Desktop Support Technician 2"

Position Details

Summary of Position

Provide service and support to university-owned, faculty, staff, and student privately-owned computing devices while providing a fresh perspective of support strategies and troubleshooting methods. Utilize different skill sets to diagnose hardware and software related problems on a variety of devices. Ensure that all repair work is performed safely and accurately to improve the longevity and usability of the equipment for the benefit of the university. Provide additional support to the Walk-Up and Desktop areas as needed.

Required Education

High School Diploma or GED equivalency.

Required Work Experience

Three years of work experience in a computer-related support position.

Required Licenses and Certifications

A valid driver’s license. CompTIA A+ certification required within 90 days of employment.

Essential Duties/Responsibilities

• Hardware Repair: Provide hardware repair services for university and student owned computing devices which includes warranty replacement when possible. Facilitate and assist in supporting the computer needs of university faculty, staff and students, including various hardware and software problems. Research, recommend, and assist in quoting, upgrading, replacing any computer related equipment/ devices, or implementing new technologies. Provide documentation for all necessary hardware repair procedures and processes to assist with continuation of work responsibilities and training of student employees. Evaluate university assets for reuse or disposal to ensure the equipment is used most effectively for the university's needs. Maintain a parts inventory for repairs. Initiate and confirm repair and maintenance billing to ensure receipt of payment. Facilitate warranty repairs with providers. Work closely with IT Information Security team on hard drive cloning, drive encryption, and data recovery.
• Cellular Devices: Administer the procurement, provisioning, transferring, upgrading, terminating, and end of life of all cellular enabled devices. Helps users select, order, and set up devices. Maintains the billing information within the respective vendor portals.
• Inventory: Assist in strategic planning for replacing or upgrading computer related devices as well as implementation of new technologies. Oversee the asset lifecycle management of hardware. Prep computer and other supported device operating systems and load standard software. Preps computers for disposal by removing administrative software and performing necessary data wipes or removals. Facilitates and oversees disposal of surplus assets in conjunction with selected recycling provider.
• Other Duties: Assist walk-up service desk with hardware and software related incidents and requests affecting faculty, staff, and students. Supervise student workers. Interview and recommend for hire student employees pursuant to university and legal guidelines. Responsible for maintaining the confidentiality of designated information. Documenting work performed within the IT Service Management System. Assist with classroom preparations including imaging prior to semester start. Assist Call Center Service Desk with phone coverage as needed. Operate university motor or personal vehicles safely while carrying out job responsibilities. Cultivates an environment of belonging that values, respects, supports, and celebrates individual similarities and differences, allowing students, faculty and staff to thrive authentically. Support, promote, and develop university student enrollment and retention initiatives. Any other duties assigned within the position classification area.

Marginal Duties/Responsibilities

Represent department at various committee meetings/professional conferences, as assigned.

Skills and Abilities

Skills: 1. Operate, maintain, troubleshoot, and repair laptops, desktops, and cellular devices. 2. Installation of hardware components 3. Operate power tools. 4. Plan, organize, and make sound judgments and decisions. 5. Communicate effectively both verbally and in writing. 6. Successfully interact with a variety of faculty, staff, students and public in a variety of situations. 7. Excellent customer service. 8. Demonstrated successful experience working directly with people from diverse backgrounds, including cultural, educational, socioeconomic and life experiences.
Ability to: 1. Interact effectively with all levels of organizational personnel and with outside vendors. 2. Use excellent verbal and written communication skills as well as analytic, problem solving and research skills. 3. Express technical information in a clear and understandable way. 4. Lift, move and relocate computer hardware.

Required Documents

• Cover Letter
• Resume

Optional Documents

• Unofficial Transcript 1

Special Instructions to Applicants

Unofficial Transcript 1 (OPTIONAL): Attach a copy of unofficial transcript of Bachelor's Degree in a related field, if applicable. Transcript must include: Institution name, applicant name, date degree attained, degree awarded. Finalist will be required to submit an official transcript.

Initial Application Review Date

January 8, 2026

Open Until Position is Filled?

Yes