Job Information
Sam Houston State University Technician I or II - Service Desk - 2 Positions to be Filled in Huntsville, Texas
Requisition: 202400086S
Occupational Category (Staff Positions Only): Technical/Para-Professional
Hiring Salary: Monthly-Staff
Department: IT Engagement
General Requirements:
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/Usual Duties:
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 (Staff Positions Only):
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.