Sam Houston State University Technician I or II in Huntsville, Texas
Occupational Category (Staff Positions Only): Technical/Para-Professional
Hiring Salary: Monthly-Staff
Department: Client Services
Technician I: Associate’s degree in a related field. One year of experience in a related field. Working technical knowledge of current network protocols, operating systems and standards, including Windows, Mac OS, Crestron, Extron, or Polycom, Microsoft office, printers, basic multimedia systems and e-mail applications is required. Certifications may be required by the department. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered. Technician II: Bachelor’s degree in related field with at least two years working experience with good technical knowledge of current network protocols, operating systems and standards, including Windows or Mac OS, Microsoft office, printers, basic multimedia systems and e-mail applications is required. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.
Nature & Purpose of Position/Usual Duties:
Technician I: Supports and maintains level one in-house computer systems, desktops, and peripherals. Performs installation, diagnosing, repairing, maintaining, and upgrading all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level one issues and minor problem areas in a timely and accurate fashion. Technician II: Supports and maintain level II in-house computer systems, desktops, and peripherals. Performs level II installation, diagnosing, repairing, maintaining, and upgrading all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoot level II issues in a timely and accurate fashion.
Primary Responsibilities (Staff Positions Only):
Technician I: Installs, configures, tests, maintains, and troubleshoots minor level one end-user workstation hardware and software with supervision. Accurately identifies and escalates large-scale problems to the proper group(s) for resolution. Responds to service requests regarding PC and hardware issues. Provides initial contact, troubleshooting, and support, conveying resolutions to client issues. Documents instances of hardware failure, repair, installation, and removal. Constructs, installs, and tests customized configurations based on various platforms and operating systems. Works with SHSU team members. Performs other related duties as assigned.
Technician II: Installs, configures, tests, maintains, monitors, and troubleshoots level II user workstation hardware and peripheral devices and level II associated end user workstation software products where required. Responds to incoming service requests regarding computer, hardware issues and software issues. Helps maintain an inventory of workstations and related equipment. Accurately documents instances of hardware failure, repair, installation, and removal. Supports development and implementation of new technology projects and new hardware installations. Performs all the duties of the Technician I. Provides guidance to other members of the team as required. Performs other related duties as assigned.
Other Specifications/Instructions for the Position:
Requires a working technical knowledge of networked and stand-alone PC software, general understanding of Windows registry, file systems and networks. Must be able to read and understand technical manuals and procedural documentation. In addition, ability to conduct research into computer issues and products. Effective interpersonal skills and relationship-building skills, good written and oral communication skills, ability to present ideas and concepts in user-friendly language and strong customer-service orientation are required. Ability to set priorities and procedures for accomplishing work based on previous experience and knowledge of organizational policies and procedures is necessary. Work is of moderate technical complexity and issues are resolved based on knowledge from experience and/or college level courses. Policy interpretation is limited to situations which have been previously defined and where parameters have been established. During emergencies, operational failures, and peak use periods, employee may be called in when off shift to work an extended shift. Special procedures sometimes require extended hours. Some travel is required. Attention and care is required in the performance of duties to prevent injury to self and others.