Personal Computing Support Technician

Job Summary

Assists with end‑user support regarding desktop/laptop/classroom/mobile device hardware and software. Reports to and works under the supervision of the Endpoint Systems Manager.

• Hardware and Software Issue Resolution (40%):
  Maintain a first‑time resolution rate of 85% or higher for desktop/laptop/printer/mobile device issues. Complete all service requests within an average of 48 to 72 hours.
• End‑User Training (5%):
  Provide one‑on‑one informal training with a user satisfaction rating of 90% or above, based on post‑session feedback.
• Device Configuration and Distribution (30%):
  Ensure 100% of prepared devices meet university imaging and domain setup standards. Achieve a deployment accuracy rate of 95% or higher on the first attempt.
• Work Order Documentation (5%):
  Ensure 100% of resolved issues are logged accurately and thoroughly in the ITS work order system. Maintain an error rate of less than 2% in documentation.
• Lab and Classroom Maintenance (10%):
  Perform scheduled maintenance checks on 100% of labs and classroom computers as needed. Address reported issues within 72 hours of submission.
• Network Troubleshooting (5%):
  Resolve 80% of first‑level network issues without escalation. Ensure response time for network troubleshooting requests is within 24 hours.
• Additional Responsibilities (5%):
  Complete assigned tasks within designated time frames 100% of the time. Maintain a high standard of professionalism and responsiveness, as evaluated by supervisor feedback.

• Analyze, diagnose, and resolve desktop/laptop/printers/mobile device hardware, peripherals, and software issues via onsite, pick‑up/delivery, remote control, and/or phone support as appropriate.
• Provide informal end‑user training on a one‑to‑one basis as needed in both software and hardware use.
• Prepare desktops and laptops for distribution with proper hardware and software components; configure pre‑imaged computers to work on the domain using documented procedures.
• Provide timely and accurate documentation of all work performed using the ITS Division's work order system.
• Ensure that computer labs and classroom machines are properly maintained.
• Provide first‑level troubleshooting of network connectivity issues with both wired and wireless networks.

Perform other related duties as assigned.

• Analyzing and diagnosing hardware and software conflicts
• Repairing microcomputer systems
• OS and application software installation

• Two years of college coursework at an accredited institution, preferably in a technical field; associate degree preferred.
• One year of work experience in a related technical support role; work experience in higher education is preferred.
• CompTIA A+ certification or equivalent is preferred.

Employment with Our Lady of the Lake University is contingent upon the applicant undergoing a background investigation.

Our Lady of the Lake University uses E‑Verify to confirm the employment eligibility of all newly hired employees.

OLLU seeks to attract, develop, and retain the highest quality faculty, staff, and administrators. The University is committed to diversity and strongly encourages applications from women and minorities. EOE.