"Technology Support Technician 1"

Essential Functions and Responsibilities: Installs, configures, tests, and maintains technology hardware/software and related using standard methods/tools; consults with clients as needed to meet Quality of Service (QoS) requirements; performs technology problem diagnosis/resolution for technologies including (but not limited to): Windows, Mac, Linux, IOS, Android, Audiovisual equipment, data input/output devices, network and telecommunications equipment and connectivity, etc. Monitors technical services while in use to alleviate problems and/or quickly address issues. Works with, protects, secures, and migrates, etc. data only as needed to perform required/assigned duties implementing standard procedures/best practices as needed to ensure no data loss. Creates and maintains concise, accurate, and timely records of: technology services and help requests, work done, work status, materials used, time estimated and spent and details of corrective actions and technology issues and concerns for communication with management and colleagues; maintains documentation for new and changing technologies especially regarding hardware/software; tests, diagnoses, repairs, rebuilds technology hardware, assemblies, and sub-assembles as approved and/or proven via successful completion of annual certification.

Other Functions and Responsibilities: Acts as principle backup to service desk technicians on an as-needed basis including participation as standby "jump and run" support personnel. Serves as a resource for technology/business project tasks as assigned. Implements information security priorities as needed. Trains others regarding technology functions and operations; communicates technology policies, standards, procedures, etc., and answers technology questions; assesses and updates documentation as assets are encountered especially regarding usability. May serve as a secondary in a primary/secondary support role with a technology support technician 2. Provides guidance to student employees to assist with professional development and growth. Assists with training new hires. Performs other duties as assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor.

Equipment Operated: Computer and all other standard office equipment; related equipment as specified by supervisor.

Work Schedule: M-T-W-Th-F 8:00a.m. - 5:00p.m (Occasionally on call; occasional evenings and weekends; overtime may be required).

Supervision Exercised: May exercise supervision over students.

Reports to: Manager, Campus Technology Support

Knowledge, Skills, and Abilities: Knowledge of: data protection and security awareness; business information systems, office productivity, security, backup, software, and related; network connectivity of various devices including desktop and laptop computers, smartphones, electronic tablets and pads, etc. running various operating systems; network administration including diagnosing and resolving technology issues over LAN/WAN; employee training and development. Skill in: written and verbal communication; operation of current consumer technologies, peripheral equipment, instructional technologies and instrumentation and trending and/or scientific software apps. Ability to: cooperate and interact in problem solving with coworkers in a team environment; document and communicate technical issues well and in a non-technical manner; resolve technology issues, questions, and complaints from clients and especially those escalated by the service desk and provide a friendly atmosphere; maintain proficiencies regarding technology duties and tools. (*) Developed after employment.

Minimum Qualifications: High school diploma or GED; demonstrated competency in customer service technology support, proficient with local, networked and mobile technologies, office productivity applications, network connectivity including operations, and/or problem diagnosis and resolution.

Preferred Qualifications: Completion of bachelor's degree in computer information systems or related field; demonstrated competency responding and resolving user technology questions and/or issues. Certified in a technology related program within the past four years.