Technician I or II (1 position to filled)
Sam Houston State University
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Occupational Category Technical/Para-Professional Department Endpoint Services Division Information Technology Open Date 12/09/2024 Open Until Filled Yes Educational and Experience Requirement Technician I
Associates degree in a related field. One year of experience in a related field. Working technical knowledge of current network protocols, operating systems, and standards, including Windows, Mac OS, Crestron, Extron, Microsoft office, printers, basic multimedia systems and e-mail applications 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.
Technician II
Bachelor’s degree in a related field. Two years of experience in a related field required. Working technical knowledge of current network protocols, operating systems and standards, including Windows, Mac OS, Crestron, Extron, or Polycom, Microsoft office, printers, basic multimedia systems and e-mail applications 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. Nature & Purpose of Position Technician I
Support and maintains desktops, mobile devices, and peripherals. Performs installations, diagnostics, repairs, maintenance, and upgrades of all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level one issues and minor problem areas in a timely and accurate fashion.
Technician II
Supports and maintains level two in-house computer systems, desktops, and peripherals. Performs installations, diagnoses, repairs, maintains, and upgrades all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level two issues in a timely and accurate fashion. Primary Responsibilities Technician I
Responsible for level one and two support of endpoint devices including computer systems. Works as part of a technical support team providing support and consultation pertaining to the configuration, setup, networking, preventative maintenance, security, troubleshooting, inventorying, and repair of endpoint technologies. Configures equipment for employee use, performing and/or ensuring proper installation of cables, operating systems, or appropriate software; re-install damaged or deleted software; troubleshoot errors in system operations and initiate repairs; perform software and hardware modifications; configure media components. Accurately identifies and escalates large-scale problems to the proper group(s) for resolution. Helps maintain an inventory of computers and related equipment. Documents instances of hardware failure, repair, installation, and removal. Maintains customized configurations based on various platforms and operating systems. Provides in-person, over-the-phone, email, and/or remote support. Contributes to creation and updating of system documentation & knowledge articles. Performs other related duties as assigned.
Technician II
Installs, configures, tests, maintains, monitors, and troubleshoots level two user workstation hardware and peripheral devices and associated end-user workstation software products. Properly tracks and routes escalating issues. Responds to incoming service requests regarding computer, hardware issues and software issues. Helps maintain an inventory of workstations and related equipment. Documents instances of hardware failure, repair, installation, and removal. Supports development and implementation of new technology projects and new hardware installations. Provides guidance to other members of the team. May update and document Information Technology Systems Management (ITSM) Knowledge Articles. Perform all of the duties of the Technician I. Performs other related duties as assigned. Other Specifications Technician IAbility to identify computer components and physically install computer is required. Performs independent research and apply critical reasoning skills to solve technical issues. Knowledge of basic trouble shooting techniques. Carry out a broad range of service requests by providing information to fulfill requests or enable resolution; investigates support incidents/requests to provide diagnosis, promote end-user satisfaction, and escalates unresolved issues as appropriate. May participate in larger, long-term projects, such as executing the computer replacement cycle for both faculty/staff and labs/classrooms and/or activities related to enterprise software management. Assists other departments in planning and implementing new applications, software, and/or hardware. Assists in the training/mentoring of student employees. Ability to interact and work effectively in a team environment. Proven customer service skills. Ability to multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities.
During emergencies, operational failures, and peak use periods, employees may be called in when off shift to work an extended shift. Special procedures sometimes require extended hours. Some travel is 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 50 pounds on a regular basis throughout a normal workday. Ability to gain and maintain Criminal Justice Information Services (CJIS) certification is required.
Technician II
Requires a working technical knowledge of networked and stand-alone PC software, general understanding of Windows registry, file systems and networks. 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. Ability to set priorities and procedures for accomplishing work based on previous experience and knowledge of organizational policies and procedures is necessary. Work is of moderate technical complexity and issues are resolved based on knowledge from experience and/or college level courses. 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.
During emergencies, operational failures, and peak use periods, employee may be called in when off shift to work an extended shift. Attention and care is required in the performance of duties to prevent injury to self and others. Special procedures sometimes require extended hours. Some travel is 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 50 pounds on a regular basis throughout a normal workday.
Up to 20% of this position, over the fiscal year during off-peak periods, may be performed remotely as determined by the supervisor. Full Time Part Time Full Time Position Number Quicklink https://shsu.peopleadmin.com/postings/41708 EEO Statement EEO Statement 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.
Annual Security and Fire Safety Report
Named after Texas' legendary hero, General Sam Houston, the university boasts a rich historical legacy that resonates with the spirit of Texas, which provides a balance between a peaceful, natural setting and proximity to urban amenities. With a student population of over 21,000, SHSU offers a vibrant and dynamic community. SHSU has a small town feel with large scale opportunities. Located in the Piney Woods region of East Texas and just an hour drive north of Houston, Huntsville provides area residents with a sense of community and belonging.
SHSU offers compelling options for individuals seeking a fulfilling and impactful career including a superior benefit package, competitive salaries and a flexible work environment fostering work/life balance. SHSU offers programs that support a healthy work-life balance, contributing to employee well-being and job satisfaction, as well as, professional development opportunities with our educational assistance and dependent assistance programs.
This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information.
Requisition 202400398S Title Technician I or II (1 position to filled) FLSA status Non-Exempt Hiring Salary This position is a pay grade 9 or 12. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/636763.pdfOccupational Category Technical/Para-Professional Department Endpoint Services Division Information Technology Open Date 12/09/2024 Open Until Filled Yes Educational and Experience Requirement Technician I
Associates degree in a related field. One year of experience in a related field. Working technical knowledge of current network protocols, operating systems, and standards, including Windows, Mac OS, Crestron, Extron, Microsoft office, printers, basic multimedia systems and e-mail applications 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.
Technician II
Bachelor’s degree in a related field. Two years of experience in a related field required. Working technical knowledge of current network protocols, operating systems and standards, including Windows, Mac OS, Crestron, Extron, or Polycom, Microsoft office, printers, basic multimedia systems and e-mail applications 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. Nature & Purpose of Position Technician I
Support and maintains desktops, mobile devices, and peripherals. Performs installations, diagnostics, repairs, maintenance, and upgrades of all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level one issues and minor problem areas in a timely and accurate fashion.
Technician II
Supports and maintains level two in-house computer systems, desktops, and peripherals. Performs installations, diagnoses, repairs, maintains, and upgrades all minor hardware and equipment while ensuring optimal workstation performance. Troubleshoots level two issues in a timely and accurate fashion. Primary Responsibilities Technician I
Responsible for level one and two support of endpoint devices including computer systems. Works as part of a technical support team providing support and consultation pertaining to the configuration, setup, networking, preventative maintenance, security, troubleshooting, inventorying, and repair of endpoint technologies. Configures equipment for employee use, performing and/or ensuring proper installation of cables, operating systems, or appropriate software; re-install damaged or deleted software; troubleshoot errors in system operations and initiate repairs; perform software and hardware modifications; configure media components. Accurately identifies and escalates large-scale problems to the proper group(s) for resolution. Helps maintain an inventory of computers and related equipment. Documents instances of hardware failure, repair, installation, and removal. Maintains customized configurations based on various platforms and operating systems. Provides in-person, over-the-phone, email, and/or remote support. Contributes to creation and updating of system documentation & knowledge articles. Performs other related duties as assigned.
Technician II
Installs, configures, tests, maintains, monitors, and troubleshoots level two user workstation hardware and peripheral devices and associated end-user workstation software products. Properly tracks and routes escalating issues. Responds to incoming service requests regarding computer, hardware issues and software issues. Helps maintain an inventory of workstations and related equipment. Documents instances of hardware failure, repair, installation, and removal. Supports development and implementation of new technology projects and new hardware installations. Provides guidance to other members of the team. May update and document Information Technology Systems Management (ITSM) Knowledge Articles. Perform all of the duties of the Technician I. Performs other related duties as assigned. Other Specifications Technician IAbility to identify computer components and physically install computer is required. Performs independent research and apply critical reasoning skills to solve technical issues. Knowledge of basic trouble shooting techniques. Carry out a broad range of service requests by providing information to fulfill requests or enable resolution; investigates support incidents/requests to provide diagnosis, promote end-user satisfaction, and escalates unresolved issues as appropriate. May participate in larger, long-term projects, such as executing the computer replacement cycle for both faculty/staff and labs/classrooms and/or activities related to enterprise software management. Assists other departments in planning and implementing new applications, software, and/or hardware. Assists in the training/mentoring of student employees. Ability to interact and work effectively in a team environment. Proven customer service skills. Ability to multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities.
During emergencies, operational failures, and peak use periods, employees may be called in when off shift to work an extended shift. Special procedures sometimes require extended hours. Some travel is 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 50 pounds on a regular basis throughout a normal workday. Ability to gain and maintain Criminal Justice Information Services (CJIS) certification is required.
Technician II
Requires a working technical knowledge of networked and stand-alone PC software, general understanding of Windows registry, file systems and networks. 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. Ability to set priorities and procedures for accomplishing work based on previous experience and knowledge of organizational policies and procedures is necessary. Work is of moderate technical complexity and issues are resolved based on knowledge from experience and/or college level courses. 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.
During emergencies, operational failures, and peak use periods, employee may be called in when off shift to work an extended shift. Attention and care is required in the performance of duties to prevent injury to self and others. Special procedures sometimes require extended hours. Some travel is 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 50 pounds on a regular basis throughout a normal workday.
Up to 20% of this position, over the fiscal year during off-peak periods, may be performed remotely as determined by the supervisor. Full Time Part Time Full Time Position Number Quicklink https://shsu.peopleadmin.com/postings/41708 EEO Statement EEO Statement 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.
Annual Security and Fire Safety Report
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