Job Information
YOUNGSTOWN STATE UNIVERSITY TECHNOLOGY SUPPORT TECH 1 SERVICE DESK in Youngstown, Ohio
Summary of Position
The class works under direct supervision and is responsible for the resolution of customer technology issues, questions, and/or the deployment of existing technologies typically as escalated from the service desk, and/or as assigned. Tasks include installation of, upgrades to, and approved removal of, technology equipment and software applications, problem diagnosis, and resolution according to standard and/or best practices; works with clients to ensure the functionality and workability of necessary technologies. Logs progress, work status, and accounts for time spent.
Position Information
* Essential Functions and Responsibilities: 75% -* Consult and work with clients; installs, configures, tests, and maintains technology hardware/software and related using standard methods/tools to meet the Quality of Service (QoS) requirements. Performs technology problem diagnosis/resolution for technologies including (but not limited to): Windows, Mac, Linux, IOS, Android, Audiovisual equipment, data input/output devices, network and telecommunications equipment and connectivity, etc. Monitors technical services while in use to alleviate problems and/or quickly address issues.
Works with, protects, secures, and migrates, etc. data only as needed to perform required/assigned duties implementing standard procedures/best practices as needed to ensure no data loss.
Creates and maintains concise, accurate, and timely records of: technology services and help requests, work done, work status, materials used, time estimated and spent and details of corrective actions and technology issues and concerns for communication with management and colleagues; maintains documentation for new and changing technologies especially regarding hardware/software; tests, diagnoses, repairs, rebuilds technology hardware, assemblies, and sub-assembles as approved and/or proven via successful completion of annual certification.
10% - Acts as principle backup to service desk technicians on an as-needed basis including participation as standby "jump and run" support personnel.
Serves as a resource for technology/business project tasks as assigned. Implements information security priorities as needed.
15% - Trains others regarding technology functions and operations; communicates technology policies, standards, procedures, etc., and answers technology questions; assesses and updates documentation as assets are encountered especially regarding usability.
May serve as a secondary in a primary/secondary support role with a technology support technician 2. Provides guidance to student employees to assist with professional development and growth.
Performs other related duties as assigned.
Equipment Operated: Computer and all other standard office equipment; related equipment as specified by supervisor.
Work Schedule: M-T-W-Th-F 8:00a.m. -- 5:00p.m (Occasionally on call; occasional evenings and weekends; overtime may be required).
SupervisionExercised: None
Reportsto: Manager, Campus Technology Support
Qualifications and Competencies
* Knowledge,Skills,andAbilities:*
* *Knowledge of: data protection and security awareness; business information systems, office productivity, security, backup, software, and related; network connectivity of various devices including desktop and laptop computers, smartphones, electronic tablets and pads, etc. running various operating systems; network administration including diagnosing and resolving technology issues over LAN/WAN; employee training and development.
Skill in: written and verbal communication; operation of current consumer technologies,