Technician; Level II

Position 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. Responsibilities include deploying and maintaining systems, supporting local network infrastructure, and ensuring reliable performance of computing resources. The technician actively supports projects aligned with departmental and institutional priorities, while collaborating with stakeholders to deliver responsive, client-focused solutions.

This 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 the life of the 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.

• 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, password resets/unlocks, and email setup and support).
• Install and configure appropriate software and functions according to specifications and requirements.
• Service customers in all aspects through to problem resolution, keeping customers informed and updated throughout the life of the incident.
• Perform troubleshooting to diagnose and resolve problems.
• Create, document, and elevate issues and problems according to set standards.
• Proactively develop deep knowledge of technical concepts, processes, and procedures.
• 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 (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 (by SJCRH only).

• High School Diploma or GED.
• Experience providing support around IT systems (operating systems; setup and configuration of computers and printers in a networked environment; maintenance of hardware components and computer peripherals) preferred.
• 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,…