"Technical Support Specialist II - Telecommunication & Networking"

SUMMARY

JOB DESCRIPTION

This is a technical position responsible for performing advanced work supporting the daily operation and maintenance of university desktop and portable computer systems. Responsible for installation and repair of servers, desktop, portable devices, peripherals, and business dealings with related vendors. Maintains a close harmonious liaison with the user constituency and provides consultations as necessary to ensure compatibility, integration, and maximization of information technologies within the university. Works under general supervision, with limited latitude for the use of initiative and independent judgment. Reports to the Assistant Director of Client Services.

QUALIFICATIONS

Completion of at least two years of college coursework, Associate’s degree, or vocational certificate with emphasis in microcomputers, microprocessors, or electronics repair is required. Related experience may be substituted for required education on a basis set forth by the Department of Human Resources.

Three years of related experience is required. Full-time experience in PC support in an enterprise environment is required. Experience with Active Directory, system imaging, and Microsoft Exchange is required. UEM support and Microsoft, A+, or Apple certification is preferred.

ESSENTIAL JOB FUNCTIONS

1. Installs and repairs various equipment and software related to desktop and portable devices and peripherals and serves as escalation point for student technicians and level I technicians.
2. Utilizes Unified Endpoint Management Systems (UEM) for basic and advanced troubleshooting tasks and information gathering as needed for efficient completion of job duties. Enrolls university property in UEM systems and maintains application stores.
3. Verifies UEM system configuration to maintain proper device control and effective maintenance of university property.
4. Utilizes UEM system for efficient ticket resolution and documentation.
5. Resolves technical support issues for university personnel working remotely using various technologies as necessary.
6. Coordinates patching endpoints and portable devices utilizing various UEM systems.
7. Coordinates interdepartmentally to produce high quality department specific tools to increase university-wide productivity.
8. Remediates vulnerabilities as determined by IT Security.
9. Trains, counsels, and supervises subordinates (including student and full-time technicians) to ensure effective operations and to provide professional growth and job satisfaction.
10. Provides client consultation services as necessary to ensure compatibility, integration, and maximization of information technologies within the university environment.
11. Maintains technical expertise in the rapidly changing technology of data communications networks and computer systems and utilizes state of the art problem determination and resolution techniques to install and maintain supported systems.
12. Upholds university policy guidelines and recommends new and improved guidelines to ensure the highest quality of service and availability for supported systems.
13. Maintains a positive working relationship with university departments and personnel to optimize working relationships and communication.

NON-ESSENTIAL JOB FUNCTIONS

1. Evaluates new hardware and software technologies for compatibility with the university network and computer systems.
2. Develops, tests, and implements university-wide policy for distribution to end users and university owned assets.
3. Develops and evaluates complex problem determination and resolution techniques.
4. Provides backup support as necessary for classroom support and departmental technicians.
5. Performs other related duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

The individual must possess the following knowledge, skills, and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation.

1. Knowledge of, or the ability to learn, university policies and procedures.
2. Knowledge in the areas of computer hardware and software installation and maintenance.
3. Skill in working with Windows Active Directory Domain.
4. Skill in maintaining and repairing local and networked printers, Windows OS, and/or Macintosh systems.
5. Skill in the use of client-side operating systems such as Windows 7, Windows 10, Windows 11, Mac OSX, Apple iOS, and Android OS.
6. Skill in the use of server operating systems such as Windows 2008 Server, Windows 2012 Server, and Windows 2016 Server, Windows 2019 Server, Windows 2022 Server.
7. Skill in advanced problem determination and resolution techniques of computer infections due to malware, viruses, Trojans, or worms.
8. Ability to document vulnerability reporting, asset management, audit remediation efforts, and how-to guides.
9. Ability to apply UEM and related technologies for local and remote support issues.
10. Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
11. Ability to analyze and solve advanced work-related problems.
12. Ability to communicate effectively in both oral and written form.
13. Ability to establish and maintain a good rapport with university faculty and staff, students, and the general public.
14. Ability to train and supervise others.

SPECIAL INSTRUCTIONS TO APPLICANT

This position is located on campus and requires in-person work; remote work options are not available.
Moving expenses will not be reimbursed.
All interviews will be conducted in person on campus.

SPECIAL CONDITIONS OF EMPLOYMENT

Stephen F. Austin State University recognizes the potential for accidents in performing job-related tasks. SFA promotes a safe working environment. Employees will be responsible for completing assigned tasks safely and efficiently. Employee evaluations will include safe job performance.

This is a security-sensitive position subject to criminal record check.

This is a safety-sensitive position subject to drug and alcohol testing.

This is an IT-sensitive position subject to the Computer and Network Security policy.

Any person occupying this position must be able to maintain the security and integrity of any elements of the state’s critical infrastructure to which they have access.