Level 2​/IT Support Technician

SRI / Strategic Recruiting, Inc.

Since 1994, we have been exceeding the expectations of our clients and we are widely known for our counsel, connections, and integrity. SRI provides the flexibility and personal service of a boutique firm, with the resources, experience and reach of a large global search firm.

The Outsourced Technical Support consultants assigned will be placed in one of four categories. We understand that each vendor may use different titles for the same level of work/responsibilities, or the same title to identify different levels of work/responsibilities. To accommodate this possible discrepancy, the following identifies the tasks we will require without regard to a job title; instead the categories will be labeled as Level/Tier 1 to Level/Tier 4.

LEVEL/TIER 1

• Provide direct on-site problem resolution for both on and off warranty desktop systems
• Troubleshoot and support end-users of the Administrative, Instructional, and Library systems in terms of problem solving
• Install desktop hardware and software
• Perform desktop imaging and configuration
• Install and configure printers and specialized peripherals
• Workstation and desktop software management for all non-terminal clients
• Help to ensure maximum system and network availability
• Using proper software, monitor systems and servers for worm/virus spyware attacks
• Windows and/or Apple domain administration
• Active Directory administration
• Create, administer and maintain the users’ computing environments; e.g. creation and maintenance of user account and profiles, creation of logon scripts, server-based storage, user file security, user email accounts
• Troubleshoot and support end-users with logon, printing, file saving, network access, application problems
• Assist with deployment and installation of all hardware and software related to client environments
• Test and install software applications for users
• Troubleshoot and support the server systems and application software
• Maintain system data backup and restoration procedures
• Maintain internal intranet and external/public web sites in conjunction with, and as directed by the District/Municipality
• Configure and troubleshoot hardware components including servers and network equipment
• Install, upgrade and update server applications
• Provide hardware and software evaluation to clients
• Meet with the technical staff to review all technical designs
• Assist with the installation of new initiatives
• Assist in the troubleshooting of telecommunications and network equipment problems
• Monitor system network security and uptime
• Provide WAN (Wide Area Network) support and troubleshooting with the Network Operations Center. Install and troubleshoot local and network printers, scanners and multipurpose devices, digital cameras, mobile devices, removable storage devices, i.e. media drives
• Troubleshoot and repair workstation hardware, monitors, projectors, printers, etc.
• Basic workstation OS integrity troubleshooting and re-imaging if necessary
• Troubleshoot office and academic software, install software on local machines, user profiles, and update software when applicable and prepare equipment for PowerPoint presentations
• Troubleshoot email and application issues
• Clean and infected machine of worm/virus/spyware
• Manage and monitor remote Finance Manager Backup and Disaster Recovery
• Assist in un-boxing and installing and network equipment as it applies to setup, network connections, re-imaging and post configuration testing

LEVEL/TIER 2 – Inclusive of all of the Level/Tier 1 knowledge and/or skills PLUS:

• Maintains complex information technology computer networks and their operating systems
• Resolves complex computer workstation problems
• Designs simple information technology computer networks
• Implements the design of systems for computer networks; advises in the placement of workstations as well as network hardware
• Installs, configures, and supports network operating systems
• Installs, configures, upgrades, scripts and tests industry standard workstation application software and operating systems
• Administers a complex database and/or internet/intranet system, and maintains access at all workstations, including configuring, maintaining…