IT Technician 2-ITS Customer Technical Support

Market Range: 07

Hiring Salary: $20.65/Hourly

JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: The IT Technician 2 provides quality customer service to UT Health Sciences students, faculty, and staff who need technical assistance. This position repairs UT Health Sciences computer equipment via phone, web portal, or walk-in to the Service Desk call Center.

Responsibilities

• Provides both 1st and 2nd tier problem solving technical support via phone, email, or walk-in to all UT Health Sciences students, faculty, and staff.
• Utilizes remote access software to resolve incidents, install software and update workstations for users in all locations including internationally as well as home on personal equipment.
• Documents all technical problems and assigns 3rd tier workflow in ticketing system.
• Configures computing devices and installs software brought to the Service Desk.
• Repairs and maintains student print kiosks located in various buildings all over the UT Health Sciences campus.
• Runs computer remediations and malware cleanup at the request of the Cybersecurity department.
• Tests and evaluates software applications as well as new hardware before production release.
• Collates information and submit service requests for account management tasks, cloud-based service access and equipment moves and setups across the UT Health Sciences.
• Performs other related duties as assigned.

Qualifications MINIMUM REQUIREMENTS:

EDUCATION: Associate’s Degree. (TRANSCRIPT REQUIRED)

EXPERIENCE: One (1) year of related work experience; OR Bachelor’s Degree in lieu of one year experience; OR a combination of education and experience to equal three (3) years. (Associates Degree in Information Technology and one (1) year of job-related experience or job-related certificates are acceptable/preferred).

Knowledge, Skills, And Abilities

• Knowledge of Microsoft operating systems, Microsoft Office products, and Macintosh operating systems.
• Excellent organizational and communication skills to communicate solutions to a variety of computer problems.