Technician - Service Desk

Educational and Experience Requirement

Associates degree in a related field. One year of experience in a related field. Working technical knowledge of network protocols, operating systems (Windows and MacOS) and standards, including multimedia systems (e.g., Crestron, Extron, or Polycom), productivity software such as Microsoft Office, and printers is required. Certifications may be required by the department. Preferred experience working in higher education. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Supports and maintains computer accounts, systems, software, and peripherals. Troubleshoots level one problem areas in a timely and accurate fashion.

• Installs, configures, tests, and troubleshoots level one user workstation hardware, software, and peripheral devices with supervision.
• Accurately identifies and escalates large-scale problems to the proper teams for resolution.
• Provides initial contact, documentation, troubleshooting, and support, conveying resolutions to client issues and requests.
• Collaborates effectively with SHSU team members within and outside of the immediate work group.
• Performs other related duties as assigned.

• Requires sound analytical and problem‑solving skills.
• Effective interpersonal and relationship‑building skills, good written and oral communication skills, and the ability to present ideas and concepts in user‑friendly language.
• Strong customer‑service orientation and self‑motivation.
• Detail‑oriented with the ability to set priorities and procedures for accomplishing work based on prior experience and organization policies.
• Work is of moderate technical complexity; issues are resolved based on knowledge from experience and/or college‑level courses.
• May update and document ITSM Knowledge Articles and recommend process modifications and improvements.
• Policy interpretation limited to situations already defined with established parameters.
• May require occasional extended work hours or flexible scheduling. Travel between campuses and professional development opportunities may be required.
• May require driving and operating a university vehicle; a valid Texas driver’s license and acceptable driving record are required.
• Must be able to lift up to 50 pounds on a regular basis throughout a normal workday.

Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug‑Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court.

Sam Houston State University is an at‑will employer. Employees with a contract will have additional terms and conditions. Security‑sensitive positions at SHSU require background checks in accordance with Education Code §51.215.

Human Resources Department
1831 University Ave, John W. Thomason Bldg. Suite 202
P.O. Box 2356
Huntsville, TX 77341‑2356
SHSU Employment Office: (936) 294‑1070
Email:
Employment
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