Service Technician

Reports To

IT Manager - Repair Services

Installs, configures, troubleshoots, and services networked microcomputer workstations, video and multimedia, and related equipment and software used in administrative and instructional environments. Participates in installations and configurations, and assists with maintenance of server hardware and software for local networks. Provides technical support and help functions that relate to computer hardware and software, data communications, and connectivity.

The Service Technician I is the first level in a job family encompassing computer workstation and network support. The Service Technician I supports networked and standalone workstations and common administrative and instructional software.

• Provides technical assistance to users on computers and software programs including remote access and on the proper use of peripheral equipment use to enhance presentations and viewing.
• Troubleshoots and performs various technical computer and peripheral repair duties that include but are not limited to identification, testing, diagnosis, and replacement of components.
• Builds personal computers. Receives specifications, locates components, and assembles central processing units.
• Assists in installation and configuration of networked computer users, e.g., computers, printers, modems, peripheral communications equipment, and software.
• Assists in installing and configuring upgrades to existing networks that enhance continuous operations, desired performance, and service.
• Assists in troubleshooting to resolve network hardware and operations problems, including but not limited to connectivity, internet access, electronic mail and file servers.
• Updates existing security software on networks and workstations. Tests existing operating systems and personal computers for potential viruses and security problems.
• Implements protocols and procedural controls for operation of the network systems.
• Installs and configures workstations to laboratory networks. May install instructional laboratory or library networks. Connects workstations to servers and participates with others to connect with wide-area networks.
• Installs, configures software for workstations. Tests software to ensure compatibility with the current operating environment and to equipment capability. Configures software to communicate with peripherals such as printers, modems, scanners, and screens.
• Receives and resolves user support requests. Documents calls, forwarding work order requests to the appropriate technology staff.
• Provides basic troubleshooting of user problems with common desktop software, accessing databases, network and networked equipment, and e-mail.
• Monitors status of e-mail and other messaging systems, file servers, and network equipment to ensure constant availability. Takes corrective actions and notifies other staff of unresolved problems.
• May assist in monitoring local and wide area network usage and performance. Confers with networking specialists regarding problems.
• Assists and advises customers of the appropriate equipment to facilitate their needs. Schedules audio-visual equipment for use in classrooms, meetings, and events. Assures that audio-visual and sound system equipment functions properly.
• May set up and picks up media equipment at a variety of locations. Transports equipment and sets-up and operates public address systems and multimedia presentations.
• Instructs staff in the use of multimedia presentation systems, television production router, studio equipment, and computer controls for meeting rooms and labs.
• Performs other duties as assigned that support the overall objective of the position.

• Working technical knowledge of personal computer operations, including the relationship and usage of various input and output components, business and education support software, and terminology.
• Working knowledge of computer, video, and multimedia equipment diagnostics and repair.
• Basic knowledge of operating systems.
• Must understand the protocols and procedures for setting up new equipment,…