Technology Support Technician

M-T-W-Th-F 8:00a.m. – 5:00p.m (Occasionally on call; occasional evenings and weekends; overtime may be required).

The class works under direct supervision & is responsible for the day-to-day resolution of customer technology issues, questions, &/or deployment of existing technologies typically as escalated from the IT service desk, &/or assigned by management. Tasks include installation of, upgrades to & approved removal of technology equipment & software applications, problem diagnosis & resolution according to standard &/or best practices, & working with clients to ensure the functionality & workability of necessary technologies. Daily logging of progress, work status & time accountability are required as is good communications. Data protection & security awareness are essential.

Knowledge of business information systems, office productivity, security, backup & other utilities software & related; network connectivity of various devices including desktop & laptop computers, smartphones, electronic tablets & pads, etc. running various operating systems; network administration including diagnosing & resolving technology issues over LAN/WAN; employee training & development. Skill in operation of current consumer technologies, peripheral equipment, instructional technologies & instrumentation & trending/scientific software apps. Ability to cooperate & interact in problem solving with coworkers in a team environment, document & communicate technical issues well & in a non-technical manner, resolve technology issues, questions & complaints from clients & especially those escalated by the service desk & provide a friendly atmosphere.

High school diploma or GED; demonstrated competency in customer service technology support; proficient with local, networked & mobile technologies, office productivity software applications, & network connectivity including operations, & problem diagnosis/resolution.

Completion of Bachelor Degree in Computer Information Systems or related field; demonstrated competency responding & resolving user technology questions &/or issues. Certified in a technology related program within the past four (4) years.

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.)

Computerized (i.e., processor-based) & related equipment as specified by supervisor.

Installs, configures, tests & maintains technology hardware/software & related using standard methods/tools; consults with clients as needed to meet Quality of Service (QoS) requirements; performs technology problem diagnosis/resolution for technologies including (but not limited to): Windows, Mac, Linux. IOS, Android & similar, Audiovisual equipment; Data input/output devices, Network & telecommunications equipment & connectivity, etc. & Monitors technical services while in use to alleviate problems &/or quickly address issues.

Works with, protects, secures, & migrates, etc. data only as needed to perform required / assigned duties implementing standard procedures/best practices as needed to ensure no data loss.

Creates & maintains concise, accurate & timely records of: Technology services & help requests, Work done, work status, materials used, time estimated & spent & details of corrective actions & Technology issues & concerns for communication with management & colleagues; maintains documentation for new & changing technologies especially regarding hardware/software; tests, diagnoses, repairs, rebuilds technology hardware, assemblies, & sub-assemblies only as approved &/or proven via successful completion of annual certification.

Principle backup to Service Desk Technician position on an as-needed basis including participation as standby “jump & run” support personnel.

Serves as a resource for technology/business project tasks as assigned. Implements information security priorities as needed.

Trains others (e.g., faculty, staff, students, etc.) regarding technology functions & operations; communicates technology policies, standards, procedures, etc., & answers technology questions; assesses & updates documentation as assets are encountered especially regarding usability.

May serve as a secondary in a primary/secondary support role with a Technology Support Tech 2. Provides guidance to student employees to assist with professional development & growth. Performs other related duties as assigned.

-Included in the YSU/ACE bargaining unit
-Open Competitive