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Technician I or II - Service Desk - 2 Positions to be Filled

Employer
Sam Houston State University
Location
Huntsville, TX

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Administrative Jobs
Academic Affairs, Research Staff & Technicians
Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

Requisition:

202400086S

Title:

Technician I or II - Service Desk - 2 Positions to be Filled

FLSA status:

Non-Exempt

Hiring Salary:

This position is a pay grade 09 or 12. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/636763.pdf

Occupational Category:

Technical/Para-Professional

Department:

IT Engagement

Division:

Information Technology

Open Date:

03/08/2024

Open Until Filled:

Yes

Educational and Experience Requirement:

Technician I:
Associates degree in a related field. One year of experience in a related field. Working technical knowledge of current network protocols, operating systems and standards, including Windows, Mac OS, Crestron, Extron, or Polycom, Microsoft office, printers, basic multimedia systems and e-mail applications is required. Certifications may be required by the department. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Technician II:
Bachelor’s degree in a related field. Two years of experience in a related field required. Working technical knowledge of current network protocols, operating systems and standards, including Windows, Mac OS, Crestron, Extron, or Polycom, Microsoft office, printers, basic multimedia systems and e-mail applications is required. Certifications may be required by the department. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position:

Technician I:
Supports and maintains level one in-house computer systems, desktops, and peripherals. Performs installation, diagnosing, repairing, maintaining, and upgrading all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level one issues and minor problem areas in a timely and accurate fashion.

Technician II:
Supports and maintains level two in-house computer systems, desktops, and peripherals. Performs installations, diagnoses, repairs, maintains, and upgrades all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level two issues in a timely and accurate fashion.

Primary Responsibilities:

Technician I:Serves as the first point of contact for all technical support issues primarily over the phone. Installs, configures, tests, maintains, and troubleshoots minor level one end-user workstation hardware and software with supervision. Accurately identifies and escalates large-scale problems to the proper group(s) for resolution. Responds to service requests regarding PC and hardware issues. Provides initial contact, troubleshooting, and support, conveying resolutions to client issues. Documents instances of hardware failure, repair, installation, and removal. Constructs, installs, and tests customized configurations based on various platforms and operating systems. Works with SHSU team members. Performs other related duties as assigned.

Technician II:
Installs, configures, tests, maintains, monitors, and troubleshoots level two user workstation hardware and peripheral devices and associated end-user workstation software products. Properly tracks and routes escalating issues. Responds to incoming service requests regarding computer, hardware issues and software issues. Helps maintain an inventory of workstations and related equipment. Documents instances of hardware failure, repair, installation, and removal. Supports development and implementation of new technology projects and new hardware installations. Provides guidance to other members of the team. Perform all of the duties of the Technician I. Performs other related duties as assigned.

Other Specifications:

Technician I:
Requires a working technical knowledge of networked and stand-alone PC software, general understanding of Windows registry, file systems and networks. Must be able to read and understand technical manuals and procedural documentation. In addition, ability to conduct research into computer issues and products. Effective interpersonal skills and relationship-building skills, good written and oral communication skills, ability to present ideas and concepts in user-friendly language and strong customer-service orientation are required. Ability to set priorities and procedures for accomplishing work based on previous experience and knowledge of organizational policies and procedures is necessary. Work is of moderate technical complexity and issues are resolved based on knowledge from experience and/or college level courses. May update and document Information Technology Systems Management (ITSM) Knowledge Articles. Recommends process modifications and improvements while growing in the knowledge of the Service Desk procedures and services. Policy interpretation is limited to situations which have been previously defined and where parameters have been established. During emergencies, operational failures, and peak use periods, employee may be called in when off shift to work an extended shift. Special procedures sometimes require extended hours. Some travel is required. Attention and care is required in the performance of duties to prevent injury to self and others. Special procedures sometimes require extended hours. Some travel is required. May require driving and operating a university vehicle; therefore, a valid Texas driver’s license and acceptable driving record is required by the University’s insurance carrier. Must be able to lift up to 50 pounds on a regular basis throughout a normal workday.

Technician II:
Requires a working technical knowledge of networked and stand-alone PC software, general understanding of Windows registry, file systems and networks. Must be able to read and understand technical manuals and procedural documentation. In addition, ability to conduct research into computer issues and products. Effective interpersonal skills and relationship-building skills, good written and oral communication skills, ability to present ideas and concepts in user-friendly language and strong customer-service orientation are required. Ability to set priorities and procedures for accomplishing work based on previous experience and knowledge of organizational policies and procedures is necessary. Work is of moderate technical complexity and issues are resolved based on knowledge from experience and/or college level courses. May update and document Information Technology Systems Management (ITSM) Knowledge Articles. Recommends process modifications and improvements while growing in the knowledge of the Service Desk procedures and services. Policy interpretation is limited to situations which have been previously defined and where parameters have been established. During emergencies, operational failures, and peak use periods, employee may be called in when off shift to work an extended shift. Special procedures sometimes require extended hours. Some travel is required. Attention and care is required in the performance of duties to prevent injury to self and others. Special procedures sometimes require extended hours. Some travel is required. May require driving and operating a university vehicle; therefore, a valid Texas driver’s license and acceptable driving record is required by the University’s insurance carrier. Must be able to lift up to 50 pounds on a regular basis throughout a normal workday.

Up to 60% of this position, over the fiscal year during off-peak periods, may be performed remotely as determined by the supervisor.

Full Time Part Time:

Full Time

Quicklink:

https://shsu.peopleadmin.com/postings/38447

EEO Statement:

Sam Houston State University is an Equal Employment Opportunity/Affirmative Action Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, religion, sex, national origin, age, veteran status, disability status, sexual orientation, pregnancy, or gender identity or expression. Sam Houston State University is an “at will” employer. Employees with a contract will have additional terms and conditions. Security sensitive positions at SHSU require background checks in accordance with Education Code § 51.215.

Annual Security and Fire Safety Report

Organization

About Sam Houston State University

For more than 140 years, Sam Houston State University has been preparing students for meaningful lives of achievement. Its motto, "The measure of a Life is its Service," resonates among its 22,000 students, eight colleges and well beyond its historical roots through research, creative endeavors, service learning, volunteering and more.

SHSU is an inclusive institution whose mission is to provide high quality education, scholarship, and service to students. With over 90 bachelor degrees, 50 master’s, and 11 doctoral programs—including the nation’s first Ph.D. in forensic science, SHSU provides an exceptional college experience for every student: traditional or non-traditional; first generation; international; or online.

Service to self and others is paramount at SHSU and reflected in all university organizations and programs. In fact, the university was named to USA Today’s Top 50 in the U.S. for “commitment to civic engagement and global awareness,” in addition to being classified a "Community Engaged Campus" by the Carnegie Commission on Higher Education. This honor, bestowed to only 311 public institutions nationwide, acknowledges the university's significant commitment to service.

Sam Houston State University has a small town feel with large scale opportunities. Located in the Piney Woods region of East Texas, Huntsville provides area residents with a sense of community and belonging, although just an hour drive north of Houston. 

SHSU is an Equal Employment Opportunity/Affirmative Action Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, religion, sex, national origin, age, veteran status, disability status, sexual orientation, pregnancy, or gender identity or expression. Sam Houston State University is an "at will" employer. Employees with a contract will have additional terms and conditions. Security sensitive positions at SHSU require background checks in accordance with Education Code § 51.215. SHSU is committed to promoting a campus culture that embraces diversity and inclusion. The University acknowledges and values our responsibility to cultivate an equitable and inclusive environment where students, faculty, staff, and community recognize the benefits of collaboration and mutual respect through diverse identities and experiences.

Member The Texas State University System  

Company info
Website
Telephone
936-294-1070
Location
1905 University Avenue
Huntsville
TX
77340
US

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