Technician III - Educational Support Services

Technician supports computer labs and faculty systems as designated ensuring high up-time of computer lab and classroom technology; maintains computer systems such as workstations, laptops, printers, tablets, mobile devices and server and cloud based support systems; performs regular system maintenance; provides advanced computer system expertise to academic and administrative users; manages assigned system assets within the Active Directory domain including Group Policy management, research and evaluate computer hardware and software applications; and, determines and recommends solutions. Coordinates with department chairs and faculty to accommodate software change requests.

• Installs, configures and tests PC hardware, software, peripheral devices and applications, operating systems, network connections and network storage and servers. Maintains and repairs new and used computers and peripheral devices; implements and monitors hardware and software systems.

• Evaluates new and existing products to make recommendations for improved performance and upgrades. Manages assigned assets within Active Directory, maintains security of assigned systems, maintains software libraries and asset inventory and provides documentation and training to faculty and staff on enterprise academic systems.

• Remain current in new computer technology and advancements in computing resources such as virtualization, distributed computing and software deployment; prepare and ensure accuracy of knowledge base articles; maintain a positive and professional relationship with faculty, staff, and students and provide exceptional customer service by performing specific assigned asks in a timely and professional manner; attend regularly scheduled meetings as required.

Career Ladder

• Technician I - Graduation from an accredited institution with an associate's degree in information technology or related field, plus one (1) year of experience which must be directly related to the essential functions/duties of the position; OR any combination of higher education and work experience totaling three (3) years, two of which must be directly related to the essential functions/duties of the position. Also required to have a current A+, CNA, CNE, MCP, MCSE, CCNA or other industry recognized certification applicable to the essential functions. May obtain this certification within the first 6 months of employment.

• Technician II - Graduation from an accredited institution with an associate's degree in information technology or related field, plus two(2) years of experience which must be directly related to the essential functions/duties of the position; OR any combination of higher education and work experience totaling four (4) years, 2 of which must be directly related to the essential functions/duties of the position. Also required to have a current A+, CNA, CNE, MCP, MCSE, CCNA or other industry recognized certification applicable to the essential functions.

• Technician III - Graduation from an accredited institution with an associate's degree in information technology or related field, plus three (3) years of experience which must be directly related to the essential functions/duties of the position; OR any combination of higher education and work experience totaling five (5) years, 4 of which must be directly related to the essential functions/duties of the position. Current A+, CNA, CNE, MCP, MCSE, CCNA or other industry recognized certification applicable to the essential functions required.

Knowledge

• Knowledge of various computer applications such as Microsoft Office, internet browsers, email systems, anti-virus Software, and other general applications. Knowledge working in a customer service, team-oriented, collaborative environment.

• Knowledge with iOS, Android, Windows, and any other operating systems on tablets and smart phones.

• Knowledge of imaging software such as WDS or SCCM.

• Knowledge of TCP/IP and application network protocols, firewall management, operating system configuration.

• Knowledge of Outlook, Mac OSX, and Windows OS.

• Knowledge of directory-based authentication (Active Directory).

• Knowledge of installing, troubleshooting, and repairing hardware and software problems and researching technical issues on MAC OSX and/or Windows OS.

• Knowledge of installing, maintaining, and troubleshooting peripheral devices such as printers (local and network), scanners.

• Knowledge of procedures and software for backing up and restoring data.

Skills

• Skills in monitoring lab hardware and software utilization with solutions such as Lab Stats.

• Skills in working in a customer service, team-oriented, collaborative environment.

• Skills in image creation and deployment using imaging software such as WDS or SCCM from physical and virtual environments.

• Skills in backing up and restoring network and desktop systems.

• Skills in installing, troubleshooting, repairing, maintaining and updating lab and employee hardware and software and researching technical issues on Mac OSX and Windows operating systems.

• Advanced technical experience installing, maintaining, and troubleshooting peripheral devices such as printers, scanners, tablets, and smart phones.

• Skills in license server management.

• Strong analytical and troubleshooting skills.

• Strong interpersonal, verbal, and written communication skills and customer service skills.

Abilities

• Ability to be highly self-motivated with the ability to self-learn.

• Ability to work in a customer service, team-oriented, and collaborative environments.

• Ability to document processes and create knowledge base articles and training instructions.

• Ability to work with faculty and department chairs to maintain software libraries.

• Ability to maintain an inventory management system.

• Ability to manage lab and employee printing needs including deployment, cost accounting and coordinating with Student Computing with existing print servers.

• Ability to work with faculty and staff presenting ideas via user friendly language.