Technology Support Technician 1

Youngstown State University

Youngstown, OH Full-time
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Qualifications

  • • Required Certifications, Training, and/or Licensures: None
  • • Sponsorship and/or Work Authorization Status: This position is not eligible for sponsorship
  • • Knowledge of: data protection and security awareness; business information systems, office productivity, security, backup, software, and related; network connectivity of various devices including desktop and laptop computers, smartphones, electronic tablets and pads, etc. running various operating systems; network administration including diagnosing and resolving technology issues over LAN/WAN; employee training and development
  • • Skill in: written and verbal communication; operation of current consumer technologies, peripheral equipment, instructional technologies and instrumentation and trending and/or scientific software apps
  • • Ability to: cooperate and interact in problem solving with coworkers in a team environment; document and communicate technical issues well and in a non-technical manner; resolve technology issues, questions, and complaints from clients and especially those escalated by the service desk and provide a friendly atmosphere; maintain proficiencies regarding technology duties and tools
  • • Minimum Qualifications: High school diploma or GED; demonstrated competency in customer service technology support, proficient with local, networked and mobile technologies, office productivity applications, network connectivity including operations, and/or problem diagnosis and resolution
  • • Certified in a technology related program within the past four years
  • • Physical Requirements: In accordance with the U.S
  • • Department of Labor physical demands strength ratings, this position will perform light work
  • • Light: work involves exerting up to 20 pounds of force occasionally, or up to 10 pounds of force frequently, or a negligible amount of force constantly to move objects, requiring: (1) walking or standing to a significant degree; (2) sitting most of the time while pushing or pulling arm or leg controls; or (3) working at a production rate pace while constantly pushing or pulling materials even though the weight or the materials is negligible
  • • (The constant stress and strain of maintaining a production rate pace, especially in an industrial setting, can be and is physically demanding of a worker even though the amount of force exerted is negligible.)
  • • 8 more items(s)

Responsibilities

  • • The class works under direct supervision and is responsible for the resolution of customer technology issues, questions, and/or the deployment of existing technologies typically as escalated from the service desk, and/or as assigned
  • • Tasks include installation of, upgrades to, and approved removal of, technology equipment and software applications, problem diagnosis, and resolution according to standard and/or best practices; works with clients to ensure the functionality and workability of necessary technologies
  • • Logs progress, work status, and accounts for time spent
  • • 60% - Logs technology services and/or help provided via the service management system; ensures no loss of data during procedures performed; completes a set minimum number of service tickets per day; knows and adheres to all documented policies, procedures, regulations, and work requirements
  • • Prepares reports on work, assignments, time, status, etc. as scheduled and requested; escalates well-documented issues to other teams and/or employees as necessary and appropriate; represents the department in a professional, courteous, and helpful manner
  • • Installs, configures, tests, and maintains technology hardware and/or software using standard methods and/or tools
  • • Works with, protects, secures, migrates, etc. data as needed to perform required and/or assigned duties implementing standard procedures and/or best practices to ensure no data loss
  • • Creates and maintains concise, accurate, and timely records of services rendered and help requests
  • • Maintains documentation for new and changing technologies especially regarding hardware and/or software
  • • 25% - Acts as backup to Service Desk Technicians on an as-needed basis including participation as standby "jump and run" support personnel
  • • Serves as a resource for technology and/or business project tasks as assigned
  • • 15% - Trains constituents as needed regarding technology functions and operations
  • • Serves as a secondary in a primary/secondary support role with a Technology Support Technician 2
  • • Other Functions And Responsibilities: Assists with training new hires
  • • Performs any and all other duties assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor
  • • Equipment Operated: Computer and all other standard office equipment; related equipment as specified by supervisor
  • • Work Schedule: M-T-W-Th-F 8:00a.m. - 5:00p.m (Occasionally on call; occasional evenings and weekends; overtime may be required)
  • • Supervision Exercised: May exercise supervision over student employees
  • • Reports to: Manager - Campus Technology Support
  • • 16 more items(s)
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