Technology Support Technician II (Start Date ) Pos# 315558

Position# 315558

Pay Grade: 68 ($3369.00 - $3794.00)

Technology Support Technician II

Job Description

General Statement of Job:

Under general supervision this employee supports and maintains both administrative and instructional computers software and networks. This work includes repair of all technology-related equipment. Employee provides on-site assistance in classrooms media centers computer labs and administrative offices. Employee identifies problems and takes appropriate corrective action. Employee installs and upgrades all technology-related equipment in network and stand-alone environments. This position is distinguished from the Technician I by its emphasis on more specialized knowledge of computer hardware software and computer networks. The Technology Support Technician II reports to the Director of Media and Technology.

Specific Duties and Responsibilities:

• The Technology Support Technician II will provide end user support to remedy computer audio/visual basic network printing and other technology-related issues in a timely and professional manner. Solutions may be provided remotely or onsite as appropriate.
• The Technology Support Technician II will receive escalated service requests requiring an enhanced response.
• The Technology Support Technician II will support level I technicians during escalations.
• The Technology Support Technician II will work collaboratively with stakeholders to schedule and manage daily workload and special projects.
• The Technology Support Technician II will be responsible for assisting and informing the purchasing process configuring and installing new devices and assisting with inventory management.
• The Technology Support Technician II will be responsible for assisting and informing the Local Area or Wide Area engineer when appropriate of issues related to the network. The Technology Support Technician II may be included in providing backup support on some networking systems.
• The Technology Support Technician II will be responsible for communicating the status of technology Help Desk requests to users via ticketing system phone email and other channels on an ongoing basis.
• The Technology Support Technician II will provide an exemplary and professional interface between the Department of Media and Technology and all customers by sending and receiving email phone and in-person communications to ensure that information flow is accurate timely and professional.
• The Technology Support Technician II will maintain accurate records.
• The Technology Support Technician II will maintain a valid North Carolina Drivers License.
• The Technology Support Technician II will assist in projects and other tasks as requested by the Director of Technology.

The above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all job duties that may be performed by such a person.

Additional Job Functions:

• Performs other related work as required.

Minimum Training and Experience:

• Graduation from a two-year college or technical school with coursework on electronics and computers and two to three years experience or an equivalent combination of training and experience.
• Experience in computer and peripheral troubleshooting.

Minimum Qualifications or Standards Required to Perform Essential Job Functions:

• Working knowledge of diagnostic tools and utilities.
• Requires the ability to systematically determine the source of problems in electronic devices and take appropriate action.
• Requires the ability to establish and maintain effective working relationships as necessitated by work assignments.
• Requires the ability to perform initial installations or upgrades of computer hardware.
• Must be physically able to operate a variety of equipment and tools including computers scanners computer software computer hardware etc. Must be able to exert up to 30 lbs of force occasionally and/or up to 5 pounds of force frequently to constantly move objects.
• Requires the ability to speak and/or signal people to convey or exchange information in a professional manner. Includes receiving instructions assignments or directions from superiors.
• Requires the ability to read a variety of correspondence technical manuals trade journals etc.
• Requires the ability to handle a variety of items such as computer equipment. Must have minimal levels of eye/hand/foot coordination.
• Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with persons acting under stress.

Other Requirements:

• Must maintain an acceptable attendance record and be punctual.
• Must possess a valid drivers license issued by the State of North Carolina.

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees to this job.

Required Experience:

IC