"Tier-2 Campus Technology Technician"

Job Summary

Tier-2 Campus Technology Technician provides basic support for computers, software and related technology used at multiple campuses/locations. Supports district-wide software upgrades, hardware distribution, A/V support, technology replacement, event support, and asset management. Works collaboratively with Tier-3 in the deployment and installation of software and district-wide initiatives. Provides customer support to meet instructional and educational needs throughout the district.

ESSENTIAL FUNCTIONS

• Provide Tier 2 IT support at all HCC locations. This may include the deployment of IT equipment, basic troubleshooting for computers, cabling, network, telephony, printers, Wi-Fi, peripherals, audio-visual/classroom/lab technology, applications, and other tasks assigned to Tier-2.
• Provide timely end-user support at any or all locations district-wide, as assigned.
• Document activities and workload using Service Now.
• Assisting with the storage, inventory, and deployment of IT assets, which includes the entire equipment lifecycle from receiving to recycling for all HCC locations.
• Move and distribute IT assets. This requires the ability to move up to 50 pounds in weight, work in a warehouse setting, and the ability to drive an HCC-provided vehicle (car, van, or box truck).
• Install, troubleshoot, and maintain A/V equipment. This requires the ability to work on technology that is mounted in the ceiling or high on a wall, and to move projectors or other technology, approximately 25 pounds, to the top of a ladder or scaffold.
• Technicians may be assigned permanently or temporarily to any location district wide. It is a requirement to have reliable transportation and to be on the approved driver's list to meet this travel requirement.
• The ability to support technology during HCC operating hours, including early mornings, nights, and weekends.
• Provide “event support” district-wide, at HCC facilities, as assigned, which may exceed HCC operating hours.
• Work collaboratively with CTS Tier-1 (Service Desk) and Tier-3 (CTS System Support).
• Promote security awareness to customers through actions and advocacy.
• Develop and maintain good working relationships with all customers and IT.
• Assist with the evaluation and testing of new campus hardware and software.
• Work under the supervision and direction of the Regional Manager, Lead Campus Technology Technicians, and Senior Campus Technology Technicians
• Perform other duties, tasks and assignments as required.

QUALIFICATIONS

Education & Experience

• Associates degree or certification in Computer Science or a related field required
• 4 years directly related work experience may be substituted in lieu of degree
• 2 years recent experience in hardware/software technical support required (HCC experience is considered on a two for one basis)

Licensing & Certification

• Valid Texas Driver License
• Valid car insurance
• ITIL Foundations V.4 or higher preferred

Special Skills

• MS Office Programs
• Operating Systems
• Basic hardware/software installation and troubleshooting
• Must be able to lift 50 pounds
• Must have reliable transportation to occasionally travel to other HCC locations
• Subject to working nights, week-ends and holidays

Competencies

• Delivering High Quality Work
• Accepting Responsibility
• Serving Customers
• Supporting Organizational Goals
• Driving Continuous Improvement
• Acting with Integrity
• Thinking Critically
• Managing Change
• Communicating Effectively

Working Conditions

General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.

SECURITY SENSITIVE: This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215