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.

% FTE

1.0

Hiring Range

$21.87 - $27.88

Education

Bachelor’s degree (B.A. or B.S.) in Information Technology, Business, or closely related discipline preferred.

Required Licensing/Certification

ITIL Foundations, Certification on PCs, Macs and HP solutions, A+ certification or industry recognized equivalent, Network Plus, AV certification, Apple Certified Associate.

Knowledge, Skills, and Abilities

Knowledge of

• Must have advanced experience in hardware troubleshooting and repair. Highly detailed understanding of Windows, Mac, and Unix solutions. Essentials of AV technology, Conference/Lab Management, and/or Audio-Visual Mass Controller administration. Complex systems and procedures.
• Understands the purpose and operations of other teams within OIT.
• Must be proficient in the use of personal computers and Microsoft Office Suite of solutions, such as Word, Excel, Power Point and Access. Must display excellent administrative, organizational, and time management skills while operating in a fast-paced environment.
• Must possess a strong work ethic and ready to work extremely hard executing operational processes and procedures.
• Self-motivated, positive attitude, and professional demeanor.

Skills

• Detail oriented.
• Effective customer service.
• Problem-solving and decision-making.
• Multitasking and time management.
• Technical problems.
• Project management.
• Presenting.
• Job-related systems.
• Both verbal and written communication.

Ability to

• Prepare detailed reports.
• Work independently.
• Communicate effectively.

Work Experience

Requires four (4) to five (5) years of related experience. Requires broad knowledge of complex systems, solutions, and processes/procedures.

Working/Environmental Conditions

While performing the duties of this job, the employee is regularly required to: sit, walk, talk, and hear, use hands to move items and to operate computer. The employee is frequently required to: stand, reach with hands and arms, climb, stoop, or kneel or crouch, and lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work is performed within routine office environment with no exposure to hazardous or unpleasant conditions.

UA EEO Statement

It is the policy of Texas Southern University to provide a work environment that is free from discrimination for all persons regardless of race, color, religion, sex, age, national origin, individuals with disability, sexual orientation, or protected veteran status in its programs, activities, admissions or employment policies. This policy of equal opportunity is strictly observed in all University employment-related activities such as advertising, recruiting, interviewing, testing, employment training, compensation, promotion, termination, and employment benefits. This policy expressly prohibits harassment and discrimination in employment based on race, color, religion, gender, gender identity, genetic history, national origin, individuals with disability, age, citizenship status, or protected veteran status. This policy shall be adhered to in accordance with the provisions of all applicable federal, state and local laws, including, but not limited to, Title VII of the Civil Rights Act.