IT Technician; Level II

Job Description

The IT Technician (Level II or I) is responsible for providing hardware and software support for local computing resources. Supports local networking resources and requirements. Works with technology staff, clients, collaborators and vendors to identify and analyze needs, investigate solutions, implement and deploy required technologies. Maintains technologies and observes procedures used for management and deployment of systems and software. Works to complete projects as assigned by institutional, departmental or divisional requirements.

Functions as an active participant in working with departments, departmental liaisons and the individual clients. Maintain an awareness and understanding of technological advances, vendor product offerings and issues in line with campus requirements. Maintains current knowledge of institutional, departmental and divisional policies and procedures and acts in all duties and responsibilities to comply with these and other required regulations, policies or procedures.

• Meet or exceed a high level of customer satisfaction through application of customer service focused soft skills and adherence to established SLAs.
• Manage basic to moderate technical issues and incidents involving various software, networking and hardware environments.
• Respond to basic customer/end-user queries within timelines.
• Service customers in all aspects through to problem resolution, keeping customers informed and updated throughout life of incident.
• Maintain support procedures and documentation.
• Understand customer's impact, prioritize and communicate effectively between various stakeholders.
• Stay abreast of the latest changes, trends and technological advancements in the industry.
• Perform other duties as assigned to meet the goals and objectives of the department and institution.
• Maintains regular and predictable attendance.

• High School Diploma or GED required.

• 2+ years of significant experience providing support around IT systems (e.g. operating systems; setup and configuration of computers, printers in a networked environment, and mobile devices; maintenance of hardware components and computer peripherals).
• Experience supporting business teams around IT needs.
• Prefer experience with Windows, Apple, and Linux.

• Certification in A+, Network, Windows, or Apple preferred

• Addresses problems in a structured, logical approach.
• Asks for guidance and tries out new ideas when changes in approach are required.
• Adapts quickly and positively; learns from mistakes.
• Questions, clarifies, and provides explanations as needed.
• Checks documents and reports for clarity and accuracy.
• Seeks and provides information within and outside team in a timely manner.
• Manages own time well to plan work and meet daily task needs.
• Executes routine tasks under guidance and/ or supervision.
• Shows attention to detail, produces quality work on time.
• Leverages strong knowledge of IT support and maintenance concepts and processes to address complex support needs.
• Promptly acknowledges and responds to customer issues.
• Solves routine customer problems as per processes, and seeks guidance, if needed for quick resolution.
• Analyzes root causes of reported issues in a structured manner, and seeks clarification and support as needed.
• Can solve problems quickly by identifying the right remedial steps with limited guidance.
• Can handle routine escalations.
• Organizes own work to prioritize non-routine tasks to meet customer requirements.
• Handles unexpected changes in customer priorities effectively.
• Takes ownership of customer problems and related communication.
• Questions, clarifies, and provides explanations as needed.
• Checks documents and reports for clarity and accuracy.
• Plans around multiple tasks and priorities well within own work.
• Is able to cope with unexpected changes in routine and delivers planned outcomes on time.
• Escalates issues/problems and seeks support in a timely manner.

• Meet or exceed a high level of customer satisfaction through application of customer service focused soft skills and adherence to established SLAs.
• Provide basic mobile, desktop, and network support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support).
• Install and configure appropriate software and functions according to specifications and requirements.
• Service customers in all aspects through to problem resolution, keeping customers informed and updated throughout life of incident.
• Perform troubleshooting to diagnose and resolve problems.
• Create, document, and elevate issues and problems according to set standards.
• Proactively develop deep knowledge of technical concepts, processes, and procedures.
• Perform other duties as assigned to meet the goals and objectives of the department and institution.
• Maintain regular and…