ENGAGEMENT TECHNICIAN II

Job Description Summary / TWC Summary

Provides services for specialized computing and/or multiple technologies. Performs complex and diverse computer and/or AV support activities (in-person and via telephone). Performs necessary repairs on any desktop, laptop or printer supported by the Office of Information Technology (OIT). Interprets and resolves various technology situations, incidents, and problems. Consults with customers on upgrades and repairs; interacts with vendors. The incumbent provides immediate technical responses for all levels of computer problems for the user community and contacts outside vendors for hardware and/or software support as required. As a member of the OIT department this position strives to ensure consistency in communications, actions, and alignment to the strategic plan of the university. This position is also responsible for supporting the mission of the university by delivering technology, services, solutions and guidance to the students, faculty, staff, and the community in a professional, exemplary, service oriented collaborative manner.

Essential Duties Summary

• Supports and maintains PC, peripherals, audio-visual equipment, and non-print media assets as required. This includes operating, maintaining, distributing, installing, configuring, repairing, and upgrading various PC, audiovisual and media products while ensuring their optimal performance.
• Resolves hardware and software issues with computer configurations, images, desktops, laptops & printers, for all TSU administrative areas, conference rooms, labs, and active learning spaces.
• Troubleshoots problem areas in a timely and accurate fashion, provide end-user training and assistance where needed. Troubleshoots highly complex technical problems, performing analyses to determine root cause of problems.
• Helps users via phone support, remote desktop management or in person face-to-face support.
• Handles confidential customer information. Exercise’s judgment and analysis on expediting and prioritizing repairs and service. Uses and recommends tools to document service management solutions.
• May work with project teams in the design, creation, and/or in testing of new products, services, solutions, or processes/procedures. May provide service support via a flex schedule as determined by the manager.
• Performs other job-related duties as assigned.