IT Technician 2-ITS Customer Technical Support

Market Range: 07

Hiring Salary: $19.67/Hourly

JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: The IT Technician 2 assists UT Health Science Center students, faculty, and staff with incident management, service requests, software repairs, network troubleshooting, software analysis and testing via phone, e-mail, or walk-in to the Service Desk area. 

1. Provides 1st and 2nd tier problem-solving technical support via phone, email, or walk-in to all UT Health Science Center students, faculty, and staff on various devices including desktops, laptops, printers, and a variety of mobile devices. 
2. Utilizes remote access software to resolve incidents, installs software, and updates workstations for users in any location, including international and at-home personal equipment. 
3. Documents all technical calls and assigns the 3rd tier in the ticketing system. 
4. Handles requests for storage server permissions and assists with mailbox and calendar permissions for campus customers. 
5. Collates information and submits requests for account management tasks, cloud-based service access and equipment moves and setups across UT Health Science Center. 
6. Repairs and maintains student print kiosks located throughout the UT Health Science Center campus. 
7. Test and evaluate software application and new hardware before production release. 
8. Assists ITS Hardware Services by re-imaging UT Health Science Center workstations using the Microsoft Deployment Toolkit in the Service Desk as requested. 
9. Performs other related duties as assigned. 

MINIMUM REQUIREMENTS:  

EDUCATION: High School Diploma or GED.  (TRANSCRIPT REQUIRED)

EXPERIENCE: Two (2) years of relevant experience; OR a combination of education and experience to equal two (2) years.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Microsoft operating systems, Microsoft Office products, Macintosh operating systems, iOS, and Android OS. 
• Excellent organizational and communication skills to communicate complicated technical solutions to a variety of computer problems.  
• Ability to maintain a professional and customer-focused attitude.