Description:
 

Job Description Summary:
 

The Technical Services Technician II serves as a key point of contact for the University IT Service Desk, providing responsive, hands-on support for user requests via phone, email, and ticketing systems. In this role, you will also deliver field service support and maintenance for end-user devices across the university.
Working closely with the Technical Services Manager, you will help ensure the timely execution of both proactive maintenance and reactive incident resolution. Responsibilities include addressing support issues, managing device-related incidents, and contributing to change management and escalation protocols to maintain a seamless IT environment for faculty, staff, and students.

Duties and Responsibilities:

Responsibilities:

(30%)

• Respond to Service and customer request (e.g. requests for new software, hardware installation) and trouble tickets (e.g. problems with PCs, laptops, laser printers, network access, e-mail access) according to service level agreements; fulfills service requests and document problem and resolution in problem management system.

(25%)

• Identify and procure hardware and software as required to increase employee effectiveness and efficiency
• Install hardware and other components such as monitors, keyboards, printers, etc.

(20%)

• Troubleshoot miscellaneous issues with IT operations from Tier I & II levels of support
• Collaborate on internal IT infrastructure development projects as a project team member

(10%)

• Install and customize Windows and Mac platforms onto laptops
• Manage and provide support for peripherals, including printers and classroom technologies;

(10%) 

• Communicate new information and problem resolutions to the Technical Services staff, end users and other groups as necessary

(5%)

• Perform other related duties as may be assigned.

Supervisory Responsibilities

• Work Study Student(s) as needed

Skills and Abilities:

• Possess the knowledge of personal computer hardware and software, including Windows and Macintosh platforms, and state-of-the-art communications systems
• Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Minimum Qualifications:

• Currently holds or is actively working towards a 2-year or 4-year (preferred) degree in Management of Information Sciences, Computer Science, or a similar Information Technologies field, OR
• Currently holds or is actively working towards an equivalent professional industry certification

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time
• Ability to operate a computer k