Information Technology Technician II
DEFINITION
Under direction of the Director of Information Technology or designee - responsible for providing technology support for help desk calls and tickets. Duties include entering calls into tracking system, prioritizing, evaluating and resolving calls; escalating calls/tickets as required, follow-up with customers; keeping abreast of District hardware and software technology; fixing and installing computers.
EXAMPLES OF DUTIES
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Provide technology support for help desk calls and tickets.
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Determine whether hardware and/or software issue and resolve calls immediately with staff when possible.
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Analyze, evaluate and prioritize each call to determine appropriate response and referral; determine if on-site assistance by Information Technology staff or vendor is appropriate.
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Assign each call or ticket based on service level.
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Communicate with users regarding problem status, system status, production schedules and timelines and changes to procedures.
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Work in the field and repair shop - installing or repairing computers, troubleshooting and fixing computer related issues.
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Coordinate computer warranty issues with third-party vendors, notify vendors of necessary repairs/parts and maintain accurate records of requests.
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Process transfer of expenditures on non-warranty parts for computer repairs.
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Maintain knowledge of system software and hardware features and procedures and their application by the user.
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Tests solutions to ensure problems are corrected; assist in the identification, change, and enhancement of system software and system procedures and test all changes prior to release to users.
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May visit sites to provide training and to observe effectiveness of existing systems and procedures.
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Perform other related duties as assigned and required within the classification.
EMPLOYMENT STANDARDS
KNOWLEDGE AND ABILITIES
Ability to:
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Perform advanced computer troubleshooting, analysis, critical thinking and problem solving.
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Learn multiple programs and systems; use and apply accordingly.
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Manage multiple tasks with frequent interruptions, occasionally in urgent situations.
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Manage multiple priorities.
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Communicate, interact and work effectively and cooperatively with people.
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Display good written/oral communication skills.
- Work independently and efficiently, prioritize tasks and exercise good judgment.
EDUCATION AND EXPERIENCE
Education and Experience:
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High school diploma or equivalent.
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A+ Certification or a Microsoft Operating Systems Certification or successful completion of at least 15 units of college level computer science related courses.
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Minimum of 4 years’ experience utilizing a variety of computer hardware, software and networking.
- Help desk experience is preferred.
EMPLOYMENT STATUS
Classified Position
Minimum Qualifications:
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High school diploma or equivalent.
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A+ Certification or a Microsoft Operating Systems Certification or successful completion of at least 15 units of college level computer science related courses.
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Minimum of 4 years’ experience utilizing a variety of computer hardware, software and networking.
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Help desk experience is preferred.
How to Apply:
At this time, Human Resources does not accept paper, emailed or faxed applications for this recruitment. All applications must be submitted no later than 4:00 p.m. on the application deadline. Please visit our website at www.valverde.edu and click on “Employment Opportunities” for additional postings and applications.