ENGAGEMENT TECHNICIAN II

Location
Houston, TX
Posted
Apr 25, 2021
Employment Type
Full Time
Institution Type
Four-Year Institution
Security Sensitive Position?:

Yes

Hours of Work:

8:00 AM - 5:00 PM M-F

Posting Number:

TSU202354

Official TSU Title:

ENGAGEMENT TECHNICIAN II

Grant Title:

N/A

Job Description Summary / TWC Summary:

Under general supervision provides services Customer Service to Students, Faculty and Staff on a daily basis for specialized computing and/or multiple technologies. Performs complex and diverse computer and/or AV support activities (in-person and via telephone). Performs necessary repairs on any desktop, laptop or printer supported by the Office of Information Technology (OIT). Ensures proper specifications then Install Windows Operating System for All computer systems being deployed to Campus, Documentation of the Windows Deployment procedures for future employees. Assists Student workers with more difficult task assigned to the Ticketing Que. Interprets and resolves various technology situations, incidents and problems. Consults with customers on upgrades and repairs; interacts with vendors. Provides immediate technical responses for all levels of computer problems for the user community and contacts outside vendors for hardware and/or software support as required. As a member of the OIT department this position strives to ensure consistency in communications, actions, and alignment to the strategic plan of the university. This position is also responsible for supporting the mission of the university by delivering technology, services, solutions and guidance to the students, faculty, staff and the community in a professional, exemplary, service oriented collaborative manner.

Essential Duties Summary:

•Technical Support Services for Students, Faculty and Staff.
•Windows Deployment of Computers for Students, Faculty and Staff, Open and Re-box all computer systems for Imaging and Deployment.
•Supports Printer Deployment and Print Server Management.
•Supports and maintains PC, peripherals, audio-visual equipment and non-print media assets as required. This includes operating, maintaining, distributing, installing, configuring, repairing, and upgrading various PC, audiovisual and media products while ensuring their optimal performance.
•Resolves hardware and software issues with computer configurations, images, desktops, laptops and printers, for all TSU administrative areas, conference rooms, labs, and active learning spaces.
•Troubleshoots problem areas in a timely and accurate fashion, and provide end-user training and assistance where needed. Troubleshoots highly complex technical problems, performing analyses to determine root cause of problems. Provides assistance to users via phone support, remote desktop management or in person face-to-face support.
•Handles confidential customer information. Exercises judgment and analysis on expediting and prioritizing repairs and service. Uses and recommends tools to document service management solutions.
•May work with project teams in the design, creation, and/or in testing of new products, services, solutions or processes/procedures. May provide service support via a flex schedule as determined by the manager.
•Performs other job-related duties as assigned.

% FTE:

1.0

Hiring Range:

$20.181155 - $25.2261

Education:

Some college or Associate’s degree (A.A.) and/or vocational or technical school and/or specialized training or certification.

Preferred:
Bachelor’s degree (B.A. or B.S.) in Information Technology, Business or closely related discipline from an accredited four-year college or university.

Required Licensing/Certification:

Preferred Certifications:
ITIL Foundations.
Certification on PCs, Macs and HP solutions.
A+ certification or industry recognized equivalent.
Network Plus.
AV certification.
Apple Certified Associate.

Knowledge, Skills, and Abilities:

Knowledge of:
•Policies, procedures, and practices.
•Complex systems and solutions.
•Acts as the ultimate subject matter expert in a professional discipline or function; understood to be the “go-to” expert on complex methods and procedures. Requires the ability to lead the development or modification of work procedures in the discipline or function for virtually any situation.
•Highly detailed understanding of Windows, Mac, and Unix solutions.
•Essentials of AV technology, Conference/Lab Management, and/or Audio-Visual Mass Controller administration.
•Other job-related software and systems.
•Microsoft Office Professional or similar application.

Skill in:
•Detail oriented.
•Effective customer service.
•Problem-solving and decision-making.
•Multitasking and time management.
•Administrative and organizational.
•Both verbal and written communication.

Ability to:
•Working with operational teams while operating in a fast-paced environment.

Work Experience:

Four (4) to five (5) years of related experience, including advanced experience in hardware troubleshooting and repair.

Working/Environmental Conditions:

Some stooping, lifting or carrying objects light weight may be required.
Sit, walk, talk, and hear, use hands.
Stand, reach with hands and arms, climb, stoop or kneel or crouch, and lift and/or move up to 50 pounds.
Bending, kneeling, crouching, or crawling.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral Vision, depth perception, and ability to adjust focus.
Operate computer video display terminal.

UA EEO Statement:

It is the policy of Texas Southern University to provide a work environment that is free from discrimination for all persons regardless of race, color, religion, sex, age, national origin, individuals with disability, sexual orientation, or protected veteran status in its programs, activities, admissions or employment policies. This policy of equal opportunity is strictly observed in all University employment-related activities such as advertising, recruiting, interviewing, testing, employment training, compensation, promotion, termination, and employment benefits. This policy expressly prohibits harassment and discrimination in employment based on race, color, religion, gender, gender identity, genetic history, national origin, individuals with disability, age, citizenship status, or protected veteran status. This policy shall be adhered to in accordance with the provisions of all applicable federal, state and local laws, including, but not limited to, Title VII of the Civil Rights Act.

Manual of Administrative Policies and Procedures

Close Date:

05/28/2021

Open Until Filled (overrides close field) :

No

Special Instructions to Applicants:

Open to all applicants.

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