Technician; Level II

Overview

The Location Based Technician provides comprehensive hardware, software, and network support for local computing environments. This role partners closely with technology teams, clients, and vendors to assess needs, recommend solutions, and implement effective technology services.

This technician actively supports projects aligned with departmental and institutional priorities, while collaborating with stakeholders to deliver responsive, client‑focused solutions. The role requires staying current on emerging technologies, vendor offerings, and industry trends, and applying this knowledge to enhance service delivery. A strong understanding of organizational policies and procedures is essential, along with a commitment to compliance in all aspects of the role.

• Meet or exceed a high level of customer satisfaction through application of customer service focused soft skills and adherence to established SLAs.
• Manage basic to moderate technical issues and incidents involving various software, networking and hardware environments.
• Respond to basic customer/end‑user queries within timelines.
• Service customers in all aspects through to problem resolution, keeping customers informed and updated throughout life of incident.
• Maintain support procedures and documentation.
• Understand customer’s impact, prioritize and communicate effectively between various stakeholders.
• Stay abreast of the latest changes, trends and technological advancements in the industry.
• Perform other duties as assigned to meet the goals and objectives of the department and institution.
• Maintain regular and predictable attendance.

• High School Diploma or GED required.

• 2+ years of significant experience providing support around IT systems (e.g., operating systems; setup and configuration of computers, printers in a networked environment, and mobile devices; maintenance of hardware components and computer peripherals).
• Experience supporting business teams around IT needs.
• Prefer experience with Windows, Apple, and Linux.

• Certification in A+, Network, Windows, or Apple preferred.

• Addresses problems in a structured, logical approach.
• Asks for guidance and tries out new ideas when changes in approach are required.
• Adapts quickly and positively; learns from mistakes.
• Questions, clarifies, and provides explanations as needed.
• Checks documents and reports for clarity and accuracy.
• Seeks and provides information within and outside team in a timely manner.
• Manages own time well to plan work and meet daily task needs.
• Executes routine tasks under guidance and/or supervision.
• Shows attention to detail, produces quality work on time.
• Leverages strong knowledge of IT support and maintenance concepts and processes to address complex support needs.
• Promptly acknowledges and responds to customer issues.
• Solves routine customer problems as per processes, and seeks guidance if needed for quick resolution.
• Analyzes root causes of reported issues in a structured manner, and seeks clarification and support as needed.
• Can solve problems quickly by identifying the right remedial steps with limited guidance.
• Can handle routine escalations.
• Organizes own work to prioritize non‑routine tasks to meet customer requirements.
• Handles unexpected changes in customer priorities effectively.
• Takes ownership of customer problems and related communication.
• Questions, clarifies, and provides explanations as needed.
• Checks documents and reports for clarity and accuracy.
• Plans around multiple tasks and priorities well within own work.
• Is able to cope with unexpected changes in routine and delivers planned outcomes on time.
• Escalates issues/problems and seeks support in a timely manner.

• Meet or exceed a high level of customer satisfaction through application of customer service focused soft skills and adherence to established SLAs.
• Provide basic mobile, desktop, and network support (including administering and maintaining end‑user accounts,…