Technical Supprt Specialist II

Posting Title Technical Supprt Specialist II Overview

Provides advanced technical support to students, faculty, and staff for university computers, mobile devices, software, identity and access services, network connectivity, classroom technology, and related systems. Diagnoses and resolves incidents, fulfills service requests, deploys and manages endpoint devices, maintains accurate documentation, and escalates complex problems when necessary.

I.
Provide technology support to the CUA community:

• Demonstrate mastery of the Technology Services Service Desk core knowledge set.
• Resolve escalated and unusually complex incidents and serve as a technical resource for Technician I staff and student workers.
• Troubleshoot campus technology problems and requests received through designated channels.
  • Read or listen to the explanation of the incident, determine the probable cause, logically taking the customer through a step-by-step problem determination procedure as needed.
  • Make campus field visits to the customer for problems or requests that cannot be resolved remotely.
• Provide timely resolution to common technical questions and problems.
  • Use clear and logical thought processes to analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem.
  • Use initiative to find ways of solving service requests while adhering to established policies and procedures.
  • Successfully complete service requests within the requirements of service level agreements or other performance goals established by the supervisor.
• Create and maintain user-facing instructions, internal procedures, troubleshooting guides, and knowledge articles for the Service Desk.
• Correctly coordinate with other Technology Services staff as needed to resolve problems.
• Maintain current knowledge of the University’s academic and administrative technology environment, tools, policies, and procedures to improve first-contact resolution rates.

II. Receive, track, and complete IT service requests according to established procedures:

• Receive IT service requests through designated channels.
• Record all actions taken to resolve requests and incidents in the service request record.
• Update the service request record upon resolution or escalation, accurately describing the outcome or reason for escalation in the service request record.
• Track outstanding service requests and report to the supervisor those that cannot be resolved in a timely manner, as required by Service Level Agreements.

III. Provide advanced endpoint, network connectivity, and classroom technology support. Activities include:

• Deploy and maintain computers, mobile devices, peripherals, displays, printers, scanners, and university voice and collaboration services; integrate and configure equipment for the University technology environment.
• Provision and configure Windows and macOS devices; deploy operating systems, configurations, and applications using modern endpoint-management tools; and coordinate with identity, security, server, and network teams as needed.
• Configure, troubleshoot, and remediate client computing and related hardware devices, operating system startup settings, and device drivers; and troubleshoot and remediate device and operating system performance issues, operating system services, and network access issues.
• Configure, troubleshoot, and remediate classroom technologies, including A/V equipment and lecture-capture hardware and software. Deploy classroom hardware and software.
• Maintain inventory and documentation of equipment and software, including specifications, configuration, licensing, product lifecycle, and maintenance information.

IV. Documentation, projects, training, and team responsibilities:

• Work independently or in…