Technology Support Technician - Journey

Open Date: 12/07/2017

Date Initial Screening Begins:

Minimum Education/Experience: referred experience demonstrating an in-depth knowledge and understanding of the capabilities of associated video communication hardware and software, video network resources and a variety of video and audio hardware and software is essential. Also preferred experience providing advanced computer technical skills including an in-depth working knowledge of various computer hardware and software and the ability to successfully troubleshoot computer and network problems. Preferred experience including supervision demonstrating excellent interpersonal skills and communication skills to coordinate support with students, staff and faculty of a diverse university community is essential. He/she must be able to work flexible and irregular hours due to university needs. He/she must be able to establish and maintain effective working relationships. He/she must be able to manage time, work calmly under pressure, and deliver on tight deadlines. This individual must be highly self-motivated, have a positive attitude, be creative, take initiative, and be detail and solution oriented. He/she must be able to learn new technologies and effectively multitask. He/she must be able to work independently, without close supervision. He/she must be a problem solver, a critical thinker, be adaptable and flexible and have a strong work ethic with excellent project management skills. This position involves a great deal of public contact in serving as the primary point of contact for AV issues and demands a high standard of customer service; so, this individual must have excellent customer service experience. This employee will be expected to work in a professional and ethical manner. Graduation from a two-year college or university with a degree in computer science, information technology, electronics, or a closely related field and five years of experience in the information technology field related to the area of work is essential. One year of previous supervisory, audiovisual and professional customer service experience is also essential. AV industry certifications such as InfoComm, Crestron, Bi-amp, and Extron are preferred and beneficial.

Special Instructions to Applicant: * Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write 'see resume' on your application when completing the job duties section. * If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment). * Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.

Job Duties: The individual in this position will consult with clients and evaluate hardware, software, and network connectivity needs and problems. He/she will resolve hardware, software, and network connectivity issues for desktop and laptop computers, printers, and peripherals. Provides professional level technology support for library and academic clients. Support also includes maintaining the library's public computers including the computer lab, classrooms, and reference floor area. Maintains updated computer configurations (imaging) by collaborating with Desktop Support to verify images are current for various configurations. This position will master new ITCS approved technologies and when appropriate coordinate with other ITCS teams to implement them effectively. This position also manages the Laupus Library equipment loan program by ensuring equipment is maintained for client checkout (imaging laptops upon return, re-syncing iPads upon return, handling warranty repairs/service as needed, etc). Maintains an effective inventory and conducts a monthly inventory to verify equipment. This position handles OpScan exam grading by processing exams from DHS faculty in a timely and efficient manner. Checks the Computer Lab drop box daily to ensure prompt retrieval and grading of exams. Maintains the OpScan equipment and software, ensuring functionality of scanner and coordinating any warranty service as needed. Coordinates appointments with faculty who prefer to stop in and wait for exams to be scanned. Communicates with DHS faculty who may need consultation regarding the OpScan service. This position also manages the Walk-in Help Desk for West Campus by providing face to face support. This includes but is not limited to troubleshooting laptop issues; assisting with mobile devices; training clients on software usage; password resets, and routine network connectivity issues. This position maintains the Laupus Library equipment and software inventory by keeping a complete and accurate listing of all the equipment and software in the library. Conducts an inventory each year to verify equipment and software. This position will also provide project management on large computer rollouts and new equipment as needed. This position involves a great deal of public contact in serving as the primary point of contact for the OpScan service and the Walk-in Help Desk for West Campus and demands a high standard of customer service. This position may require non-business hour support including evening and weekends, depending on the needs of the university.

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