It Technician 2-Its Customer Technical Support (2 Openings)

Market Range: 06

Hiring Salary: $19.67/Hourly

JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: The IT Technician 2 assists UTHSC students, faculty, and staff with incident management, service request, software repairs, network troubleshooting, software analysis and testing via phone, e-mail, or walk-in to the Service Desk area.

DUTIES AND RESPONSIBILITIES: 

1. Provides 1st and 2nd tier problem-solving Technical Support via phone, email, or walk-in to all UTHSC students, faculty, and staff on various devices including desktops, laptops, printers, and a variety of mobile devices.
2. Utilizes remote access software to resolve incidents, install software, and update workstations for users in any location including internationally and at-home personal equipment.
3. Documents all technical calls and assigns 3rd tier in the ticketing system.
4. Handles requests for storage server permissions and assists with mailbox and calendar permissions for campus customers.
5. Collates information and submits requests for account management tasks, cloud-based service access and equipment moves and setups across UTHSC.
6. Repairs and maintains 25 student print kiosks located throughout the UTHSC campus.
7. Test and evaluates software application and new hardware before production release.
8. Assists ITS Hardware Services by re-imaging UTHSC workstations using the Microsoft Deployment Toolkit in the Service Desk as requested.
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 (1) year experience. (Associate's 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, Macintosh operating systems, iOS, and Android OS. 
• Excellent organizational and communication skills to communicate complicated technical solutions to a variety of computer problems. 
• Ability to maintain a professional and customer-focused attitude.