IT/Desktop Technician

Purpose of the Position :

The Desktop Support Technician II position is a mid-level role that will provide advanced end-user desktop support to a variety of departments.

Attention to current security protocols, changing technology, user-focused support, and effective communication are key skills, along with an ability to multitask and prioritize work appropriately.

Duties / Responsibilities

Provide desktop and laptop support - primarily for faculty and staff and

almost exclusively regarding UAH-owned devices.

Tier 1 network troubleshooting and assisting with the registration of devices

on the network.

Perform hardware and system maintenance including, but not limited to, PC

and peripheral device configuration, file share access / mapping, data

retention and restoration, operating system and software installations, and

eradication of computer viruses.

Provide limited user support for core enterprise and desktop applications,

such as Crowdstrike, Microsoft Office, Microsoft 365, Google Workspace,

Duo, Crashplan, operating systems and drivers, Banner, and Xtender.

Perform new hardware installation and configuration, including the

migration of data and software. This could include imaging or cloning.

Work with clients through the life cycle of the purchase, installation, training,

and maintenance of computer and other related equipment and systems.

Includes some asset management for inventory control and cyber security.

Manage and / or resolve problems reported by users or otherwise observed.

Utilize the ticketing system to create, manage, escalate, and resolve trouble

tickets and service requests.

Troubleshoot and resolve problems efficiently and in a timely manner with

high quality and on-going communication with users.

Coordinate with OIT or other UAH staff and vendors when necessary to

resolve a reported problem.

Evaluate new or new versions of technology; remain current on information

technology issues related to an academic environment and provide

information and assistance to clients with new information technology

acquisitions.

• Engage in problem resolution proactively when possible.
• Provide backup for other members of the department as needed.
• Maintain open communication among the team regarding widespread

outages and problem trends.

Identify and document service improvement opportunities; contribute to

the Knowledge Base.

Communicate with the direct supervisor regarding trends, complex or time-

consuming problems, or when expectations are not properly aligned.

• Regular attendance and participation at all required OIT meetings.
• Participate in knowledge transfer by cross training with teammates and

documenting technical details for posterity.

Training or self-education to advance skills and learn new technologies as

well as to remain current on relevant technologies and service delivery best

practices.

Learn about the broader context of the UAH computing infrastructure,

network, systems, applications, and data environment and OIT operations,

projects and services to develop professionally and increase effectiveness of

field services provided.

• Participate in special projects as assigned.
• Perform other duties as assigned.

Minimum Requirements :

• Bachelor’s degree in a computer-related or other technical field or an equivalent combination of education and years of experience.
• 5 years of full-time verifiable work experience in an IT service and support environment.
• Must have excellent verbal and written communication skills.
• Excellent problem-solving and decision-making skills.
• Must have the ability to embrace change and expect a flexible workload since varying

requests are received each day and should be completed with a sense of urgency.

Must have a working knowledge of major computer operating systems, computers and

networking maintenance, hardware maintenance, desktop imaging, and knowledge of iOS and Android operating systems.

• Knowledge of Microsoft Office, Windows / Mac, and iOS environments.
• Knowledge of iOS and Android operating systems is required.
• Experience using ITSM or a ticketing management system.

Desired Qualifications :

• Bachelor’s degree in Computer Science, Management Information Science, or another closely related field.
• Experience working in an academic / university environment.
• Working knowledge of and experience with network and desktop computer troubleshooting.
• Linux and Mac support experience, experience with cloud technologies such as Office 365, One Drive, Azure, or GSuite. Experience with Microsoft Endpoint Configuration Manager

MECM) or other software package management.

• Working knowledge of Active Directory and virtual server administration.
• Teamwork mentality and the ability to collaborate respectfully with colleagues.
• Ability to present technical ideas and concepts in professional and user-friendly language.
• Capacity to conduct research into issues and products.

Published Salary (if available) :

$35,750 - $44,000