Job Description
Job Description
PURPOSE AND SCOPE:
The Technician III supports and maintains computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The Technician III troubleshoots problem areas in a timely and accurate fashion and provides end user training and assistance where required.
ESSENTIAL JOB FUNCTIONS:
Work with end users to identify and deliver required PC services
Act as a liaison and provides training and support to end users and staff on computer operations and other issues
Install, configure, test, maintain, monitor, and troubleshoot level III end user workstation hardware, networked peripheral devices, and networking hardware products
Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products
Perform on-site analysis, diagnosis, and resolution of semi-complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems
Help maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
Document instances of hardware failure, repair, installation, and removal
Construct, install, and test customized configurations based on various platforms and operating systems
Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs
Maintain up-to-date knowledge of hardware and equipment contracts and supervises contract-based installations
Responsible for other reasonable related duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES:
Highly detailed understanding of Windows, Mac, and Unix operating systems and/or AV systems as required
Background of strong customer service orientation
Highly skilled at explaining technical subjects to non- technical as well as technical customers
Has expertise in principles and concepts underlying an area of IT
Current and proficient in any new concepts or practices in own IT discipline, and applies that knowledge to the current work
Has in-depth understanding of the different aspects of the College's purpose and operations (academic; research; administrative)
Has some awareness of external trends and best practices
Has basic knowledge of project management
Ability to represent and promote the team's mission and goals across teams, processes, and departments, as needed. Knows when support from outside the team is needed to help move forward and acts accordingly
Ability to write and present reports and/or proposals that persuade or communicate important messages
Understands and interprets other viewpoints and assimilates them, as appropriate, into new or revised work processes and products
Ability to work to resolve conflicts (e.g., technical disagreements or design reviews) in own work unit
Ability to make decisions guided by IT and the College's precedents and objectives
Ability to makes decisions and recommendations on issues affecting projects and a client base
Demonstrated ability to work with management, which helps create standards for a team and assists in establishing methods of accountability for the completion of assignments and tasks
Demonstrates flexibility and discretion in negotiations with customers and/or colleagues
Ability to seek opportunities and set some goals for own development
Ability to follow team and OTS procedures, but regularly evaluates those procedures
Ability to anticipate consequences of actions and prepares for potential problems or opportunities that are not obvious (e.g., are not part of the standard practice in the field)
Ability to set goals for others that support short-term team goals. May establish long term goals for others
Ability to know and follow standard operating procedures
PHYSICAL ABILITIES:
The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.
WORK SCHEDULE AND CONDITIONS:
Equipment used includes, PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment
Interface with internal and external contacts as needed to carry out the functions of the position
Work is performed in a climate-controlled office with minimal exposure to safety hazards
REQUIRED QUALIFICATIONS:
High school diploma or GED and at least 1 year of related experience, or an equivalent combination of education and experience