Tier-2 Senior Campus Technology Technician

Job Description

JOB SUMMARY

Tier-2 Senior Campus Technology Technician provides advanced support for computers, software, and related technology used at multiple campuses/locations.

Supports district-wide hardware distribution, A/V support, technology replacement, event support, and asset management.

The Senior Campus Technology Technician has an elevated role in which they provide training and mentorship to other Campus Technology Technicians, work directly with campus leadership teams, manage the day-to-day activities of the campuses they support, and assign tickets and tasks to other technicians.

Additionally, Senior Campus Technology Technicians may be assigned as project managers for specific projects.

Works collaboratively with Tier-3 in the deployment and installation of software and district-wide initiatives and to develop enhanced processes.

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.
• Assign and monitor tickets and tasks to Campus Technology Technicians for assigned areas.
• Document activities and workload using Service Now.
• Provide escalated support for high-priority requests or complex technical problems, including college executive teams and other executives.
• Ensure that events at assigned locations are identified so that support can be managed, including supporting or assigning assisting in assigning coverage for “event support”.
• Provide “event support” district-wide, at HCC facilities, as assigned which may exceed HCC operating hours.
• Assisting with the storage, inventory, and deployment of IT assets.
• Maintain an accurate inventory of current IT assets for assigned areas which includes the entire equipment lifecycle from receiving to recycling for all HCC locations.
• Ability to 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).
• Ability to 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.
• 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 and Lead Campus Technology Technicians.

QUALIFICATIONS

Education & Experience

• Associates degree or certification in Computer Science or a related field required
• 4 years of recent experience in hardware/software technical support may be considered in lieu of degree
• 3 years of PC hardware/software installation and software troubleshooting required
• Experience leading projects preferred

Licensing & Certification

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

Special Skills

• MS Office Programs
• Information Management Systems
• Mac OS, iOS, Windows and Microsoft Office Suite
• Demonstrated advanced competencies in PC 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