IT Support Technician I, II, and III

Class Description

IT Support Technician I :

The purpose of this class is to provide prompt and efficient helpdesk contact center technical support to faculty, staff and students in a professional and courteous manner as well as to provide setup, troubleshooting, repair and maintenance of computer and multimedia equipment and related software.

IT Support Technician II :

The purpose of this class is to provide prompt and efficient helpdesk contact center technical support to faculty, staff and students in a professional and courteous manner, to install and support desktop software and to provide setup, troubleshooting, repair and maintenance of computer and multimedia equipment and related software.

IT Support Technician III :

The purpose of this class is to provide a high level of helpdesk contact center technical support to faculty, staff and students in a professional and courteous manner, to install and support desktop and client software and to provide setup, troubleshooting, repair and maintenance of computer and multimedia equipment and related software.

Minimum Requirements

IT Support Technician I : $45,682 - 51,416

High School diploma / GED and one year of related experience, candidates currently enrolled in college or Associate’s Degree preferred.

Knowledge of and familiarity with support of assorted computer software, hardware and multi-media equipment required. Help Desk Institute (HDI) Customer Service Representative Certification is preferred.

Department may designate certifications required within six months of hire.

IT Support Technician II : $50,248 56,554

Associate’s Degree and three years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems;

One professional or technical certification (HDI Customer Service Representative, HDI Support Center Analyst, HDI Desktop Support Technician, HDI ITIL Foundation, CompTIA A+, CompTIA Net+, MS MCDST, or MS SCCM).

Help Desk Institute (HDI) Customer Service Representative Certification will be required within six months of hire.

IT Support Technician III : $55,263-62,200

Associate’s Degree and four years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems;

Help Desk Institute (HDI) Customer Service Representative Certification required, certification may be acquired within 6 months of employment.

One other technical certification required such as CompTIA (e.g. A+, Net+) Infocomm CTS, or Microsoft certifications (e.g. MCSA, MCSE)

Best consideration date is May 31, 2024

Class Specific Essential Duties

IT Support Technician I :

Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms.

Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment.

• Assist with setup and operation of media programs, seminars, board meetings, and any other special events that occur on or off campus.
• Assist with tracking and update of hardware and software asset inventory.
• Coordinate outsourced hardware repairs.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

IT Support Technician II :

Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms.

Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment.

• Assist with setup and operation of media programs, seminars, board meetings and any other special events that occur on or off campus.
• Assist with tracking and updating of hardware and software asset inventory.
• Coordinate outsourced hardware repairs.
• Setup and provide basic support for desktop and client software.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

IT Support Technician III :

Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms.

Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment.

• Assist with setup and onsite support of media programs, seminars, board meetings and any other special events that occur on or off campus.
• Assist with tracking and updating of hardware and software asset inventory.
• Coordinate outsourced hardware repairs.
• Provide advanced installation and support for desktop and client software. Image computers using prevailing software; clean malware and recover / re-image systems as needed.
• Train other Help Desk Analysts, as needed.
• Assist in planning and implementing upgrades, replacements and special projects.
• Provide network administration and support.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

Position Specific Essential Duties

IT Support Technician I :

• Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts).
• Assist Tier II and Tier III to support special project implementations.
• Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

IT Support Technician II :

• Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts).
• Assist Tier II and Tier III to support special project implementations.
• Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms.

Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops.

Schedule and set up web video conferences and / or conference calls.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

IT Support Technician III :

• Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts).
• Assist Tier II and Tier III to support special project implementations.
• Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms.

Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops.

• Schedule and set up web video conferences and / or conference calls.
• Work with Tier II to create computer deployment images.
• Package and install client software for server based applications and maintain client software licenses.
• Perform Active Directory maintenance tasks.

Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.