Technician II - Service Desk (Internal Applicants Only) at Sam Houston State University in Huntsville, Texas

Job Description:

Requisition:

202400354S

Technician II - Service Desk (Internal Applicants Only)

Non-Exempt

This position is a pay grade 12. Please see Pay Grade Table at:
https://pa-hrsuite-production.s3.amazonaws.com/116/docs/550174.pdf.

Technical/Para-Professional

IT Engagement

Information Technology

10/15/2024

Yes

Bachelor's degree in a related field. Two years of experience in a related field required. Working technical knowledge of network protocols, operating systems (Windows and MacOS) and standards, including multimedia systems (e.g., Crestron or Extron), productivity software such as Microsoft office, and printers is required. Certifications may be required by the department. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.



Must be a current Sam Houston State University employee in order to be considered for this position.

Supports and maintains computer accounts, systems, software, and peripherals. Troubleshoots level two problem areas in a timely and accurate manner.

Installs, configures, tests, maintains, monitors, and troubleshoots workstation hardware and peripheral devices and associated end-user workstation software products. Properly tracks and routes escalating issues. Conducts research on minor complex computer issues for a variety of end users including faculty, staff, and students. Responds to incoming service requests regarding workstation hardware issues and software issues. Helps maintain an inventory of workstations and related equipment. Documents instances of hardware failure, repair, installation, and removal. Provides guidance to other members of the team. Performs all tasks of the Technician I level. Performs other related duties as assigned.

Must be able to read and understand technical manuals and procedural documentation. In addition, ability to conduct research into computer issues and products. Effective interpersonal skills and relationship-building skills, good written and oral communication skills, ability to present ideas and concepts in user-friendly language and strong customer-service orientation are required. Work is of moderate technical complexity and issues are resolved based on knowledge from experience and/or college level courses. Ability to set priorities and procedures for accomplishing work based on previous experience and knowledge of organizational policies and procedures is necessary. Create and maintain documentation in Information Technology Systems Management (ITSM) Knowledge Articles on routine tasks or issues. Recommends process modifications and improvements while growing in the knowledge of the Service Desk procedures and services. Policy interpretation is limited to situations which have been previously defined and where parameters have been established. Expect occasional extended work hours or flexible scheduling. Travel between campuses and professional development opportunities may be required. May require driving and operating a university vehicle; therefore, a valid Texas driver's license and acceptable driving record is required by the University's insurance carrier. Must be able to lift up to 20 pounds on a regular basis throughout a normal workday. Performs other related duties as assigned.



Up to 60% of this position, over the fiscal year during off-peak periods, and campus emergency situation may be performed remotely as determined by the supervisor.

Full Time

https://shsu.peopleadmin.com/postings/41221

Sam Houston State University is an Equal Employment Opportunity/Affirmative Action Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, religion, sex, national origin, age, veteran status, disability status, sexual orientation, pregnancy, or gender identity or expression. Sam Houston State University is an "at will" employer. Employees with a contract will have additional terms and conditions. Security sensitive positions at SHSU require background checks in accordance with Education Code § 51.215.



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