Technical Support Specialist I - Telecommunications & Networking Job Nacogdoches area,Texas USA,IT/Tech

SUMMARY

This is a technical position responsible for the daily operation and maintenance of university desktop and portable computer systems. Responsible for installation and repair of desktop andportable devices and peripherals, and business dealings with related vendors. Maintains a close harmonious liaison with the userconstituency and provides consultations as necessary to ensurecompatibility, integration, and maximization of information technologies within the university. Works under moderatesupervision, with limited latitude for the use of initiative and independent judgment.

Reports to the Assistant Director of Client Services.

QUALIFICATIONS

Completion of at least two years of college coursework, associate’sdegree, or vocational certificate with emphasis in microcomputers,microprocessors, or electronics repair is required. Related experience may be substituted for required education on a basis setforth by the Department of Human Resources.

One year of related experience is required. Full-time experience inPC support in an enterprise environment is required. Experience with Active Directory, system imaging, UEM support and Microsoft Exchange is preferred. Microsoft, A+, or Apple certification is preferred.

ESSENTIAL JOB FUNCTIONS

Responds to prioritized client work requests to resolve problems with desktop and portable computer systems.

Installs and repairs various equipment and software related todesktop and portable computer systems and peripherals.

Utilizes Unified Endpoint Management Systems (UEM) for basic troubleshooting tasks and information gathering as needed for efficient completion of job duties. Enrolls university property inUEM systems.

Verifies UEM system configuration to maintain proper devicecontrol and effective maintenance of university property.

Utilizes UEM system for efficient ticket resolution and documentation.

Resolves technical support issues for university personnelworking remotely using various technologies as necessary.

Develops and evaluates problem determination (troubleshooting) and resolution techniques.

Provides client consultation services as necessary to ensurecompatibility, integration, and maximization of information technologies within the university environment.

Maintains technical expertise in the rapidly changingtechnology of data communications networks and computer systems andutilizes state of the art problem determination and resolution techniques to install and maintain supported systems.

Upholds university policy guidelines and recommends new and improved guidelines to ensure the highest quality of service and availability for supported systems.

Maintains a positive working relationship with university departments and personnel to optimize working relationships and communication.

NON-ESSENTIAL JOB FUNCTIONS

Evaluates new hardware and software technologies forcompatibility with the university network and computer systems.

Trains, counsels, and supervises student technicians to ensure effective operations and to provide professional growth and job satisfaction.

Provides backup support as necessary for classroom support and departmental technicians.

Performs other related duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

The individual must possess the following knowledge, skills, and abilities or be able to explain and demonstrate that the individualcan perform the essential functions of the job, with or without reasonable accommodation.

Knowledge of, or the ability to learn, university policies and procedures.

Knowledge in the areas of computer hardware and softwareinstallation and maintenance.

Knowledge of Windows Active Directory Domain.

Knowledge of maintenance and repair of local and networkedprinters, Windows OS, and/or Macintosh systems.

Skill in the use of client-side operating systems such as Windows 7, Windows 10, Windows 11, Macintosh OS X and higher, AppleiOS and Android OS .

Skill in problem determination and resolution techniques of computer infections due to malware, viruses, Trojans, orworms.

Ability to apply UEM and related technologies for local andremote support issues.

Ability to analyze, organize, and prioritize work while meetingmultiple deadlines.

Ability to…