IT Support Technician I

The IT Support Technician I's scope includes providing technical support and assistance to departments, faculty, staff, and students with the use of basic hardware and some software support and maintenance.

• Serve as the first point of contact for customers seeking technical assistance over the phone or in-person
• Provide technical support to end-users on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems
• Troubleshoot simple to complex issues and assists customers with various systems problems, including operating systems, desktops and laptops, printers, peripherals, and software applications
• Collect data from end-users to aid problem determination and resolution of request
• Technician is to have familiarity with network infrastructure, IP, WAN, LAN, wireless networks and internet connectivity
• Basic knowledge of remote access and VPNs
• Diagnose and repair hardware, software and system failures using established procedures Technician will test and install customized configurations depending on various operating systems and platforms
• Basic knowledge and experience in Windows and MAC O/S processes, architecture, and services
• Ability to update device bios or drivers
• Ability to troubleshoot, configure end user mobile devices i.e.: iPad, tablets
• Assist with installation or relocation of computer equipment, such as PC’s, thin client’s, printers, and other associated hardware at user locations
• Provide first level problem analysis. Image, install assigned applications, install hardware peripheral to support clinical, academic and support business environments
• Resolve or escalate service requests when necessary
• Receive and respond to incoming calls, e-mails, work orders regarding hardware and PC problems by end of current business day
• Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution
• Service Level Agreements, logging daily activities and documenting solution
• Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies
• Computers must have the most recently available and appropriate software security patches and OS Installations that allow unrestricted access to resources must be configured with extra care to minimize security risks
• Destroy hard drives and document within 24 hrs of removal from surplus systems
• Standard is no more than one instance per fiscal year of failing to carry out assigned duties and tasks in accordance with established policies, procedures, practices, schedules, and other guidance as may be provided
• Effectively meet service targets in accordance with Service Level Agreements
• Consistently meet call quality metrics of 95% while rotating through the Helpdesk
• Consistently meet First-Call response rate of 80% while rotating through the Helpdesk
• Meet all other metrics set forth within the section
• Must be flexible in adjusting scheduled based on phone rotation
• Remains current with all licensure, certifications, and mandatory compliances and trainings required of this position
• Adhere to all policies, procedures and practices (Regents Rules, TTUS, HSECEP OPs, etc.)
• Personally demonstrate, display and act in accordance with TTUHSC EP's Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork). Serve as a Value's leader while actively promoting and encouraging staff across the institution
• Perform all other duties as assigned

 

Preferred Qualifications
N/A

Pay Statement
Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan. For additional information, please reference the institutional pay plan on the Human Resources webpage.

All qualified applicants will be considered for employment without regard to sex, race, color, national origin, religion, age, disability, protected veteran status, or genetic information.

• Bachelor's degree with coursework in computer science, MIS, IT, or other related area OR a combination of related education and/or experience to equal four (4) years

Jeanne Clery Act
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. You can locate this report through our website at: https://www.ttuhsc.edu/emergency/clery-report.aspx