1. Manages a client department's complete desktop computing environment. 2. Creates and maintains departmental organizational units in the active directory, including analyzing and implementing group policy needs. 3. Maintains computer software by proactive site visits and keeping an inventory of installed operating systems and application software to ensure all versions are up-to-date. 4. Maintains computer hardware and peripherals by keeping an inventory of installed devices, recommending replacements according to guidelines and interacting with vendors in the acquisition of computer products. 5. Installs and coordinates repair of a wide variety of computing devices and peripherals on the desktop and attached to the network. 6. Responds to emergency and routine calls that come in for computer assistance in support of core services such as email, scheduling and backup systems, as well as client department specific applications. Documents all reported problems. 7. Supports clients in the use of their desktop equipment by training users. 8. Works with others to ensure smooth integration of network and software products. 9. Analyzes, recommends, and implements work-group computing solutions to meet client department's needs. 10. Trains other support technicians. 11. Completes and documents technical projects such as the testing of hardware and software products. 12. May perform other duties as assigned.

Required Skill/ability 1:  Excellent troubleshooting, critical thinking skills, and the ability to apply independent judgment to research and resolve issues.

Required Skill/ability 2:  Ability and willingness to learn new skills as necessary to meet the evolving technology needs of the university.

Required Skill/ability 3:  Advanced proficiency with Apple and Windows desktop and mobile operating systems, troubleshooting and resolving miscellaneous hardware, software, network, and AV problems. Advanced knowledge of standard software packages.

Required Skill/ability 4:  Excellent communication, interpersonal skills, and attention to detail. Ability to communicate with a diverse user community using diplomacy and professionalism.

Required Skill/ability 5:  Ability to work both independently and with a team.

Preferred Education:  At least one certification from CompTIA, Microsoft, Apple, or ITIL preferred. Prior experience with ticket management systems, ITIL processes with incident management.

Work Week:  Standard (M-F equal number of hours per day)

Posting Position Title:  IT Support Technician 2

University Job Title:  IT Support Technician 2, HSIT

Preferred Education, Experience and Skills:  At least one certification from CompTIA, Microsoft, Apple, or ITIL preferred. Prior experience with ticket management systems, ITIL processes with incident management.

Eight years of related experience, six of them in the same job family at the next lower level and a high school level education, or six years of related experience and a Associates degree; or two years of related work experience and a Bachelor's degree or an equivalent combination of education and related experience.

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