Technical Services Technician II
- Employer
- Samuel Merritt University
- Location
- California, United States
- Salary
- Salary Not Specified
- Date posted
- Sep 27, 2022
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Job Details
Description:
Job Description Summary:
Serves as the secondary contact for supporting the University IT Service Desk and provides hands-on support for service desk telephone, ticket, and e-mail user support requests and field service support/maintenance of end user devices within University. This position interacts with The Technical Services Lead to ensure for the timely completion of appropriate proactive maintenance activities and reactive incident resolution processes necessary to maintain the end user IT device environment. This includes corrective action in the resolution of incidents, change management, and escalation/notification processes as appropriate.
Duties and Responsibilities:
Duties and Responsibilities:
- (30%)
- Respond to Service and customer request (e.g. requests for new software, hardware installation) and trouble tickets (e.g. problems with PCs, laptops, laser printers, network access, e-mail access) according to service level agreements; fulfills service requests and document problem and resolution in problem management system.
- (25%)
- Identify and procure hardware and software as required to increase employee effectiveness and efficiency
- Install hardware and other components such as monitors, keyboards, printers, etc.
- (20%)
- Troubleshoot miscellaneous issues with IT operations from Tier I & II levels of support
- Collaborate on internal IT infrastructure development projects as a project team member
- (10%)
- Install and customize Windows and Mac platforms onto laptops
- Manage and provide support for peripherals, including printers and classroom technologies;
- (10%)
- Communicate new information and problem resolutions to the Technical Services staff, end users and other groups as necessary
- (5%)
- *Perform other related duties as may be assigned.
- Work Study Student(s) as needed
- Possess the knowledge of personal computer hardware and software, including Windows and Macintosh platforms, and state-of-the-art communications systems
- Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures
- Ability to write reports, business correspondence, and procedure manuals
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Currently holds or is actively working towards a 2-year or 4-year (preferred) degree in Management of Information Sciences, Computer Science, or a similar Information Technologies field, OR
- Currently holds or is actively working towards an equivalent professional industry certification
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time
- Ability to operate a computer keyboard and handle paper documents
- Ability to read information appearing on computer display screen, in hand-written forms, and printed on paper
- Ability to communicate effectively in person and by telephone
- Ability to climb a 12 foot ladder
- Ability to lift and carry items weighing up to 50 pounds
Employee Status:
Regular
Exemption Status:
United States of America (Non-Exempt)
Time Type:
Full time
Job Shift:
Company
Samuel Merritt University is a private university focused on health sciences with its main campus in Oakland, California, and other facilities in Sacramento, San Mateo and Fresno.
SMU is an integral part of patient care in Northern California. We’re one of the largest educators of registered nurses in California, and many of the physical and occupational therapists, physician assistants, and podiatric physicians who provide care in the region are graduates of our programs.
SMU began as a credential nursing program with Oakland's Samuel Merritt Hospital. Today, more than 110 years later, it offers nursing programs and advanced degrees for occupational and physical therapists, physician assistants, and podiatric physicians.
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