Desktop Technician II

Special Instructions to Applicants

Please include cover letter and references.

Applicants must be currently authorized to work in the United States on a full-time basis without the need for visa sponsorship. The University will not sponsor applicants for work visas (e.g., H-1B).

Job Summary

Provides second tier technical support in the connectivity of desktop workstations and peripherals onto the campus communications network; assists in complex I.T. deployments, projects, and advanced troubleshooting; provides consulting, troubleshooting, product evaluations, training, and documentation; and provides general technical expertise and training to end users in the use of desktop computers. Acts as an source of advanced technical knowledge for level I support technicians.

Primary Duties and Responsibilities

• Assists in the connectivity of desktop workstations and peripherals onto the campus communications network; installs, sets up, maintains, troubleshoots and repairs multi-platform hardware and software; documents, tracks, and resolves complex computing problems; performs hardware/software requirement analysis (PC, Macintosh); provides assistance with hardware maintenance for computer equipment and related peripherals; responds to service calls and provides onsite maintenance for computer hardware; installs new PC equipment; performs preventative maintenance; assists in resolving network communication problems.
• Provides consulting, troubleshooting, product evaluations, training, and documentation; updates system and application software; trains and supports academic office staff in effective access and use of information technology; and prepares and makes recommendations to end-users as well as acts as liaison to outside vendors in regards to services, hardware, and software. Assists with the maintenance of inventory for desktop support assets, including computers, software, and printers.
• Provides general technical expertise (desktop problem resolution) and training to end users in the use of desktop computers (Mac and PC), productivity applications (examples include Word, Excel, Outlook, Symantec), and basic Internet technologies (web authoring, ftp, Telnet) as well as the resolution of common software conflicts, printing, and networking problems.
• Assists in the establishment and maintenance of university-wide standards for desktop hardware and software, including planning, acquisition and delivery of desktop services and equipment; develops and oversees procedures related to maintenance and upgrades of hardware and software; and drafts and reviews technical and procedural documentation.
• Assists with preliminary maintenance and repairs of network hardwire systems, devices and interfaces using wire scopes, meters, probes, schematics, diagnostic software and other tools and equipment. Installs, tests, and troubleshoots network cable systems and interfaces. Maintains and/or increases technical knowledge through coursework, workshops, seminars, readings and cross training with other team members. Participates in the Disaster Recovery planning process as it relates to networking and data.
• Manages customer service requests and incidents to facilitate timely and efficient desktop service. Documents work order progress and project status in the requested format. Recommends and initiates process improvements to maximize operational efficiencies. Reports issues real-time to the Customer Service Manager.
• Performs other related duties as assigned.