IT Support Technician I

GENERAL SUMMARYThe Systems Support Technician provides primary level I Help Desk services to students faculty and staff in response to user generated tickets in a prompt thorough and courteous fashion. Support includes specification installation and testing of computer systems and peripherals within established standards and guidelines. The Systems Support Technician supports classroom and video conferencing technology and provides training to faculty and staff in the use of classroom equipment. Activities require interaction with application software and operating systems to diagnose and resolve unique non-recurring problems. This position utilizes one-on-one or remote consultancy to end users. Receives guidance and direction from the Senior Multi-Media and Systems Technician and the Customer Support is a campus-based position located on the San Marcos campus in San Marcos CA and requires a presence on campus 5 days per DUTIES AND RESPONSIBILITIESInstalls configures and maintains computer equipment peripherals and software in USA to updates and closes user generated tickets; partners with Help Desk and Systems Operations staff as appropriate to determine and resolve problems received from end users; documents all help-desk activity in classroom computers interconnect seamlessly with diverse systems including file servers email servers video conferencing systems application servers and administrative video conferencing sessions for students faculty and classroom AV set-up configuration and faculty and staff in the use of classroom technology in accordance with department recommend and/or performs system/software upgrades as inbound Support calls and service issue calls transfer users to appropriate the USAHS Help desk for new tickets and helps to assign to the correct support the students on how to use the online tools and help familiarize them with the online and assists other support team members with creating documentation necessary for the vendors with networking copier Computer lab equipmentWorks with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from end Universitys core and demonstrates student-centered Universitys professional ethics and integrity abreast of state-of-the art developments through attendance at professional meetings and seminars and related duties as DUTIES AND RESPONSIBILITIESMay perform other duties and responsibilities that management may deem necessary from time to IN ORGANIZATIONReports to: Manager IT Help DeskPositions Supervised: None EDUCATION and/or EXPERIENCEHigh school diploma college in IT support environment is with Windows Server and Active Directory is A certification preferred. Advanced understanding of Microsoft product suite; Microsoft certifications to work collaboratively as part of a team and to interact effectively with colleagues administrators faculty staff and students as well as external written and verbal communication drivers license for State of residence and at least minimum liability insurance required by to travel within the United States as to work COMPETENCIESTo perform the job successfully an individual should demonstrate the following competencies:Collaborates - Building partnerships and working collaboratively with others to meet shared Resilient - Rebounding from setbacks and adversity when facing difficult Trust - Gaining the confidence and trust of others through honesty integrity and Results -Consistently achieving results even under tough circumstance. Innovation -Creating new and better ways for the organization to be Focus -Building strong customer relationships and delivering customer-centric ENVIRONMENTThe 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 accommodation may be made to enable individuals with disabilities to perform the essential performing the duties of this job the employee is regularly required to sit; use hands to finger handle or feel; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to reach with hands and arms and stoop kneel crouch or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus.