IT Technician 2-ITS Customer Technical Support

Market Range: 07

Hiring Salary: $20.65/Hourly

JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: The IT Technician 2 provides quality customer service to UT Health Sciences students, faculty, and staff who need technical assistance. This position repairs UT Health Sciences computer equipment via phone, web portal, or walk-in to the Service Desk call Center. This position is 100% onsite and does not allow a remote or hybrid schedule.

1. Provides both 1st and 2nd tier problem solving technical support via phone, email, or walk-in to all UT Health Sciences students, faculty, and staff.
2. Utilizes remote access software to resolve incidents, install software and update workstations for users in all locations including internationally as well as home on personal equipment.
3. Documents all technical problems and assigns 3rd tier workflow in ticketing system.
4. Configures computing devices and installs software brought to the Service Desk.
5. Repairs and maintains student print kiosks located in various buildings all over the UT Health Sciences campus.
6. Runs computer remediations and malware cleanup at the request of the Cybersecurity department.
7. Tests and evaluates software applications as well as new hardware before production release.
8. Collates information and submit service requests for account management tasks, cloud-based service access and equipment moves and setups across the UT Health Sciences.
9. Performs other related duties as assigned.

MINIMUM REQUIREMENTS:

EDUCATION: Associate’s Degree. (TRANSCRIPT REQUIRED)

EXPERIENCE: One (1) year of related work experience; OR Bachelor’s Degree in lieu of one year experience; OR a combination of education and experience to equal three (3) years. (Associates Degree in Information Technology and one (1) year of job-related experience or job-related certificates are acceptable/preferred).

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Microsoft operating systems, Microsoft Office products, and Macintosh operating systems.
• Excellent organizational and communication skills to communicate solutions to a variety of computer problems.