Technician I or II (1 position to filled) | Sam Houston State University - Military Veterans

Requisition: 202400398S Occupational Category (Staff Positions Only): Technical/Para-Professional Hiring Salary: Monthly-Staff Department: Endpoint Services General Requirements: Technician I Associates 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, 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 a related field. Two years of experience in a related field required. 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. Nature & Purpose of Position/Usual Duties: Technician I Support and maintains desktops, mobile devices, and peripherals. Performs installations, diagnostics, repairs, maintenance, and upgrades of 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 maintains level two in-house computer systems, desktops, and peripherals. Performs installations, diagnoses, repairs, maintains, and upgrades all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level two issues in a timely and accurate fashion. Primary Responsibilities (Staff Positions Only): Technician I Responsible for level one and two support of endpoint devices including computer systems. Works as part of a technical support team providing support and consultation pertaining to the configuration, setup, networking, preventative maintenance, security, troubleshooting, inventorying, and repair of endpoint technologies. Configures equipment for employee use, performing and/or ensuring proper installation of cables, operating systems, or appropriate software; re-install damaged or deleted software; troubleshoot errors in system operations and initiate repairs; perform software and hardware modifications; configure media components. Accurately identifies and escalates large-scale problems to the proper group(s) for resolution. Helps maintain an inventory of computers and related equipment. Documents instances of hardware failure, repair, installation, and removal. Maintains customized configurations based on various platforms and operating systems. Provides in-person, over-the-phone, email, and/or remote support. Contributes to creation and updating of system documentation & knowledge articles. Performs other related duties as assigned. Technician II Installs, configures, tests, maintains, monitors, and troubleshoots level two user workstation hardware and peripheral devices and associated end-user workstation software products. Properly tracks and routes escalating issues. Responds to incoming service requests regarding computer, hardware issues and software issues. Helps maintain an inventory of workstations and related equipment. Documents instances of hardware failure, repair, installation, and removal. Supports development and implementation of new technology projects and new hardware installations. Provides guidance to other members of the team. May update and document Information Technology Systems Management ( ITSM ) Knowledge Articles. Perform all of the duties of the Technician I. Performs other related duties as assigned.