IT Support Senior Technician - Student Union Building; SUB

Major/Essential Functions

Assists central IT management with technology strategic planning, technology selection, and capital replacement planning. Provides the expert level of technical knowledge and experience in IT Support for the organization. Supervises and/or manages team members and/or project leads that primarily provide institutional hardware and some software support and maintenance, including, but not limited to, desktops, printers, lab equipment, etc. Provides complex hardware and some software projects and resources that impact multiple departments or units.

Troubleshoots complex hardware and some software problems, interfacing with area and unit IT professionals. Specializes in advanced technology that supports institutional strategic initiatives. Adheres to all appropriate Institutional policies (including IT Ops) and other relevant internal departmental policies.

• Deploy, image, configure, and harden endpoints (desktops/laptops/kiosks), peripherals (printers, scanners, card readers), and specialty devices (digital signage, POS, ticketing).
• Diagnose/repair hardware; manage RMAs/warranty, spare pools, and loaners; perform firmware/BIOS updates and preventive maintenance.
• Maintain asset inventory (tagging, check‑in/out, refresh cycles); track configuration baselines and change history.
• Build/update gold images and device profiles with the endpoint management suite (e.g., MDM/PC management tools).

• Set, test, and operate AV for meetings and events (displays, projectors, switchers, codecs, mics, mixers, PA).
• Support indoor spaces and Red Raider Plaza (outdoor power/network, weatherproofing, staging); ensure ADA accommodations and assistive tech readiness.
• Perform AV preventive maintenance, firmware updates, and post‑event teardowns; document standards and quick‑start guides.
• Coordinate vendors and building partners for rentals, repairs, and last‑minute needs.

• Triage, prioritize, and resolve incidents/requests via a new ticketing system (e.g., Service Now/Jira); meet SLAs and provide on‑site “floor” support during peaks.
• Handle primarily hardware issues with some software and basic systems support; escalate appropriately to central IT.
• Create and maintain user‑facing articles, quick reference guides, and how‑t‑os; analyze ticket trends and drive root‑cause fixes.
• Communicate clearly with a variety of students, staff, guests, and vendors; practice service recovery when needed.

• Partner with central IT on network tasks (port activation requests, basic VLAN changes, Wi‑Fi heat‑checks, cabling standards); keep closets tidy (labeling, patching, UPS checks).
• Administer light infrastructure/services as assigned (print queues, kiosk lockdowns, device groups); apply patches and configuration baselines.
• Enforce institutional IT policies (including IT Ops), asset controls, and secure disposal; assist with incident documentation and risk mitigations.
• Assist the Unit Manager for SUB IT with operational needs, vendor quotes, budget inputs for refresh cycles, and small projects.

• Draft/update SOPs, diagrams, inventories, and runbooks; maintain audit‑ready records.
• Train staff on basic tech use and safe handling; coach PC/Network Student Assistants on checklists, ticket hygiene, and customer service (functional oversight only).
• Track emerging hardware trends and product roadmaps; recommend standardizations and lifecycle plans.

Bachelor’s degree with coursework in computer science, MIS, IT, or other related area plus seven years related full‑time paid experience OR a combination of related education and/or experience.

For TTU Only:
Applicants for this Security Sensitive Level II position will be subject to a criminal background check and must pass a drug and alcohol test after a conditional offer of employment has been extended, but before employment can be confirmed.