Technical Support Specialist I - Telecommunications & Networking

SUMMARY

JOB DESCRIPTION

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 and portable devices and peripherals, and business dealings with related vendors. Maintains a close harmonious liaison with the user constituency and provides consultations as necessary to ensure compatibility, integration, and maximization of information technologies within the university. Works under moderate supervision, 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’s degree, or vocational certificate with emphasis in microcomputers, microprocessors, or electronics repair is required. Related experience may be substituted for required education on a basis set forth by the Department of Human Resources.

One year of related experience is required. Full-time experience in PC 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

1. Responds to prioritized client work requests to resolve problems with desktop and portable computer systems.
2. Installs and repairs various equipment and software related to desktop and portable computer systems and peripherals.
3. Utilizes Unified Endpoint Management Systems (UEM) for basic troubleshooting tasks and information gathering as needed for efficient completion of job duties. Enrolls university property in UEM systems.
4. Verifies UEM system configuration to maintain proper device control and effective maintenance of university property.
5. Utilizes UEM system for efficient ticket resolution and documentation.
6. Resolves technical support issues for university personnel working remotely using various technologies as necessary.
7. Develops and evaluates problem determination (troubleshooting) and resolution techniques.
8. Provides client consultation services as necessary to ensure compatibility, integration, and maximization of information technologies within the university environment.
9. Maintains technical expertise in the rapidly changing technology of data communications networks and computer systems and utilizes state of the art problem determination and resolution techniques to install and maintain supported systems.
10. Upholds university policy guidelines and recommends new and improved guidelines to ensure the highest quality of service and availability for supported systems.
11. Maintains a positive working relationship with university departments and personnel to optimize working relationships and communication.

NON-ESSENTIAL JOB FUNCTIONS

1. Evaluates new hardware and software technologies for compatibility with the university network and computer systems.
2. Trains, counsels, and supervises student technicians to ensure effective operations and to provide professional growth and job satisfaction.
3. Provides backup support as necessary for classroom support and departmental technicians.
4. 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 individual can perform the essential functions of the job, with or without reasonable accommodation.

1. Knowledge of, or the ability to learn, university policies and procedures.
2. Knowledge in the areas of computer hardware and software installation and maintenance.
3. Knowledge of Windows Active Directory Domain.
4. Knowledge of maintenance and repair of local and networked printers, Windows OS, and/or Macintosh systems.
5. Skill in the use of client-side operating systems such as Windows 7, Windows 10, Windows 11, Macintosh OS X and higher, Apple iOS and Android OS .
6. Skill in problem determination and resolution techniques of computer infections due to malware, viruses, Trojans, or worms.
7. Ability to apply UEM and related technologies for local and remote support issues.
8. Ability to analyze, organize, and prioritize work while meeting multiple deadlines.
9. Ability to analyze and solve work-related problems.
10. Ability to communicate effectively in both oral and written form.
11. Ability to establish and maintain a good rapport with university faculty and staff, students, and the general public .

SPECIAL CONDITIONS OF EMPLOYMENT

Safety Statement

Stephen F. Austin State University recognizes the potential for accidents in performing job-related tasks. SFA promotes a safe working environment. Employees will be responsible for completing assigned tasks safely and efficiently. Employee evaluations will include safe job performance.

This is a security-sensitive position subject to criminal record check.

This is a safety-sensitive position subject to drug and alcohol testing.

This is an IT-sensitive position subject to the Computer and Network Security policy.

Any person occupying this position must be able to maintain the security and integrity of any elements of the state’s critical infrastructure to which they have access.