Sr. Computer Electronics Tech

Position Function:

A Senior Computer Electronics Technician position is responsible for taking a lead role with diagnosing, maintaining and repairing all computer hardware related issues for ITS supported departments including Apple and Windows/Intel based products. This position also takes a lead role with assisting and recommending to our MSU client community computer system hardware upgrades. This position requires knowledge of and compliance with University policies and procedures. This is a customer focused position that requires a strong sense of urgency, open communication, technical skills, customer service skills and the aptitude to learn various information technology systems within our campus IT hardware environment.

Salary Grade:  13

Please see Staff Compensation Structure or Skilled Crafts and Service Maintenance Compensation Schedule for salary ranges.  For salary grade UC, these positions are "Unclassified" and salary ranges are determined by the hiring department.

Essential Duties and Responsibilities:

The following examples are intended as illustrations only of the various types of duties and responsibilities assigned to the Senior Computer Electronics Technician position. The absence of specific statements of duties and responsibilities does not exclude those tasks from this position if the work is similar, related, or a logical assignment of this position.

1. Takes lead on managing and resolving clients’ information technology hardware problems and issues:
a. Monitors appropriate queue for tickets assigned.
b. Communicates with superiors and subordinates regarding issues and problems in the field.
c. Regularly communicates with clients regarding problems and/or issues.
d. Troubleshoots and resolves problems efficiently and in a timely manner which may require working beyond the normally scheduled work hours.
e. Provides coordination with secondary support if necessary and closes tickets when problems are resolved to clients’ satisfaction.

2. Responsible for providing additional support material to MSU clients as required:
a. Identifies service alternatives.
b. Provide contact and shipping information for 3rd party or manufacturer repair.

3. Takes lead on installation and troubleshooting of Windows and Macintosh operating systems when diagnosing hardware issues:
a. Experience with multiple versions of Windows and Mac operating systems.
b. Analytical skills to troubleshoot operating system problems in order to isolate hardware issues.
c. Take initiative to learn the latest updates, service packs and/or operating versions.

4. Leads and Coordinates recommendations and alternatives to clients for computer hardware upgrades/replacements.
a. Work with clients to provide cost estimates for replacement or upgrade of hardware.

5. Remains current on information technology issues related to hardware and OS platforms across the campus computing environment and provides information and assistance to clients and colleagues with new information technology hardware acquisitions.
a. Reads IT related publications (publications or Web delivered).
b. Stays current with new or new versions of technology and shares this information with clients and colleagues

6. Provide excellent customer service.
a. Anticipates clients’ needs and respond in an appropriate and timely manner.

7. Provides lead support with use of hardware and OS diagnostic software.

8. Performs miscellaneous job-related duties as assigned.

Supervisory Responsibility:
Train and support Computer Electronics Technician positions

Minimum Qualifications:

• Associates degree in technology or relatable field.
• 5 years relatable job experience
• Extensive knowledge of Apple OS and Mac systems hardware
• Extensive knowledge of MS Windows OS and PC systems hardware
• Valid MS driver’s license.
OR
• Any equivalent combination of related experience and/or education approved by the Department of Human Resources Management and MSU/ITS.

Preferred Qualifications:

• Certifications related to repair of Windows and/or Apple based systems (or acceptable alternative certifications as approved by MSU/ITS) such as the following:
o A+ certification or acceptable equivalent
o Dell Hardware Certification on Desktop and Mobile platforms
o App