Technical Support Specialist II
Job ID 2018-5557
Posted Date 2018-11-30
Category Professional Staff
Department IT - Academic Support
Hours Per Week 40
Weeks Per Year 52
Ensure the proper day-to-day operation of technology applications and equipment. Provide assistance in resolving technology support issues. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications.
Department Specific Essential Job Functions
Resolves hardware, software and network issues for both remote and onsite UCO-owned hardware and software. Responsible for PC builds/rebuilds, inventory maintenance, warrantied hardware replacement, and data migration. Performs system administration duties on servers and applications managed and maintained by the Division. Acts as super-user for campus wide ECMS and troubleshoots imaging hardware and software issues. Prepares documentation of issues and corresponding resolutions. Translates technical issues so that non-technical personnel can understand these issues. Provides multimedia and technology training to faculty, staff, and administrators and technical training to Technical Support Assistant and student workers. Participates in the development of standard operating procedures for Department. Continually updates skills and knowledge relative to the position and the technology industry. Performs other duties as assigned.
Requires an associate's degree in MIS or related field plus 3+ years of relevant experience in the chosen field or if no degree, 5+ years of relevant work experience that provides knowledge of and exposure to fundamental theories, principles, and concepts.
Minimum two years of experience as Help Desk Computer Support in a work environment. Minimum two years of experience with Microsoft Operating Systems and Microsoft Office Suite.
Skill and Behavior: Ability to listen and follow instructions; Ability to work with others in team environment; Read and comprehend instructions; Demonstrate respect in interactions; Honesty and Integrity. Excellent written and verbal communication skills. Ability to analyze, evaluate, and solve system related problems. Outstanding customer service skills. Maintains courteous attitude in dealing with students, faculty, and staff and visitors. Must be self-motivated; detail oriented, and continually strives to provide excellent support. Ability to learn software and operating environments quickly and thoroughly. Ability to provide clear, written communication of technical problems and solutions developed.
Repetitive movement of hands and fingers - typing and/or writing. Frequent standing, and/or sitting. Occasional walking, stooping, kneeling or crouching. Reach with hands and arms. Visually identify, observe and assess. Ability to communicate with supervisor/students/colleagues. Regular physical attendance required. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.