Technology Support Technician II

JOB SUMMARY

This position provides escalated technical support (tier II), maintenance, installation, and troubleshooting of computer hardware and software for the entire university.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Maintains and troubleshoots issues with printers and copiers.
• Maintains, troubleshoots, installs, and repairs computers and peripheral equipment.
• Maintains, troubleshoots, and installs software.
• Provides support to users and responds to a variety of requests including hardware and software usage, password resets, and system access.
• Creates documentation to aid in user support.
• Educates end users on various technologies and applications.
• Prepares a variety of regular and ad hoc reports.
• Enforces computer usage policy.
• Researches and recommends hardware and software for acquisition.
• Sets up computer and related technology for classes, conferences, and meetings.
• Performs related duties as assigned.

MINIMUM QUALIFICATIONS

• High School diploma.
• Three years of related experience required.
• Customer Service attitude and experience.
• Networking experience
• Hardware support and troubleshooting

PREFERRED QUALIFICATIONS

• Associate degree
• Certifications such as A+, Net+
• Formalized Helpdesk Training

KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of university policies and procedures.
• Knowledge of computers and job-related software programs.
• Knowledge of computer hardware, software, and peripheral equipment installation and maintenance principles.
• Knowledge of information technology for classroom use.
• Knowledge of software distribution, computer imaging, and general network computer tasks.
• Knowledge of Apple and Windows hardware as well as operating systems and their associated applications.
• General knowledge of Windows and Mac operating systems.
• Skill in decision making and problem solving.
• Skill in customer service.
• Skill in oral and written communication.