Technician, Senior IT; Computer

Technician, Senior IT (Computer Support)

The Senior IT (Computer Support) Technician provides technical support for computing devices, network connectivity, and peripheral equipment across the College. This position installs, configures, maintains, and troubleshoots endpoint devices, and responds to service requests to ensure reliable IT operations. The technician also provides excellent customer service, trains faculty and staff, and supports the College's instructional, administrative, and operational technology needs.

Description of Duties and Tasks

Essential duties and responsibilities include the following. Other duties may be assigned.

• Provides technical support for all faculty/staff, and general academic computers; training and assistance to faculty and staff in ACC departments; analyzes problems and implements solutions according to department guidelines and procedures; ensures system stability, accessibility and proper configuration of assigned technical systems and components.
• Performs computer troubleshooting to diagnose system problems; assists with issues in the Virtual Desktop Infrastructure (VDI); analyzes hardware and software functionality; identifies, locates, resolves and repairs problems within scope of authority; documents results of troubleshooting in ticketing system.
• Sets up and troubleshoots network hardware; resolves configuration issues and other security and access problems on computing devices, making adjustments to ensure connectivity.
• Responsible for deploying, maintaining, and updating computing devices, network hardware, equipment, and peripherals; installs software upgrades, enhancements and revised functions; activates and deactivates network ports.
• Assists with decommissioning equipment and its proper disposal as needed.
• Responds to the technical needs and inquiries of users by monitoring the ticket queue and online technician chat; explains IT issues, deploys solutions, and follows up with users to ensure the stability and functionality of the users' systems.
• Monitors physical security of assigned department assets; controls access to IT areas (network closets).
• Reports technical problems which need to be addressed by improved policies or procedures.
• Trains users on new software applications usage and configuration issues.
• Maintains and follows up with administrative record keeping and asset inventory. May assist with providing technical documentation for IT department website.
• Creates and maintains a positive working relationship between IT and ACC departments, vendors, and consultants.
• Administration, troubleshooting, and maintenance principles of multiple operating systems (Windows 7/10, Mac OS 10.12+, and mobile operating systems such as iOS, Android, and ChromeOS), and web- and windows-based software applications.

Knowledge

• Network hardware, software and peripheral equipment troubleshooting techniques; network support at the end-point level.
• Virus/malware remediation.
• Customer service techniques and practices.
• Familiarity with remote desktop tools such as Log Me In , Team Viewer, and MacOS screen sharing.
• Familiarity with ADA compliant hardware and software, to include installation and support.
• Knowledge of basic Virtual Private Network operations.
• Familiarity with Active Directory (AD) and Virtual Desktop Infrastructure (VDI) environments.
• Familiarity with command line and/or Power Shell.

Skills

• Maintaining an established work schedule.
• Effectively using interpersonal and communications skills.
• Effectively using organizational and planning skills.
• Operating and maintaining computer and peripheral equipment safely and competently.
• Solving technical problems involving integrated operating systems and hardware platforms.
• Responding professionally, effectively, and efficiently to customer service requests.
• Prioritizing multiple tasks, projects, and demands.

Technology Skills

• Use a variety of spreadsheet, word processing, database, and presentation software.
• Navigate network domains.
• Ability to perform basic printer, network, and browser/Internet troubleshooting.

Required Work Experience

• Two years related work experience.

Preferred Work Experience

• Six years related work experience.

Required Education

• High school diploma or educational equivalent.

Preferred Education

• Associate degree.

Special Requirements

• Valid Texas Driver's License and reliable transportation needed for local Austin area travel.

Other Preferred Qualifications

• ITIL Certification and one other basic industry recognized certifications, such as CJIS, MCSE, MCSA, MCP, CCNA, A+, Network+, Security+.

Physical Requirements

• Work is performed in a variety of settings.
• Subject to standing, walking, sitting, bending, reaching, pushing, and pulling, and at times subject to stooping, crawling, and climbing.
• May need to lift heavy objects of up to 50 pounds.
• Specific vision abilities may include close vision, distance vision, color vision, and ability to focus.
• This position requires onsite attendance five (5) days per week, working an eight (8)-hour shift scheduled…