General Statement of Job

The IT Support Technician – End User Services responds to work requests involving hardware and software issues on campus. The IT Support Technician – End User Services is responsible for maintaining and repairing various hardware devices such as printers, scanners, and projectors.

Specific Duties and Responsibilities

Essential Duties:

• Review and respond to customer requests for support.
• Assist student technicians as needed.
• Maintains equipment inventories such as printers, projectors, battery backups and other hardware components.
• Travels to provide on-site repair services across campus.
• Maintains golf cart inventory and communicates repair needs to Physical Plant.
• Performs repairs or maintenance on printers, plotters, or video projectors as needed.
• Maintains computer system inventory as work is performed.
• Follows established procedures for computer deployment such as assigning asset tags and standard software configurations.
• Troubleshoots and researches solutions for complex hardware installations.
• Coordinates installation and maintenance activities with the users to accommodate their schedules.
• Coordinates complex hardware installation or service visits with external vendors as needed.
• Assists with University inventory process for installed hardware such as office printers.
• Works to protect sensitive customer information through established protocols (document handling, paper shredding, etc.).
• Communicates with other IT staff to ensure required infrastructure or wiring is in place to support equipment moves.
• Strives to maintain an orderly work area and is readily accessible to others in the department.
• Maintains accurate and timely updates to work requests.
• Employee may perform other related duties as needed within the IT department.

Education, Experience, and Licenses

Six months to one year related operations experience and/or training; or an equivalent combination of education and experience.

Valid Driver's License and the ability to meet insurance requirements for driving university provided vehicles.

Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to effectively communicate orally (in person and by telephone) and in writing; ability to multi-task, yet maintain close attention to detail and timeliness of work production.
• Ability to work in a team with a variety of people (students, faculty, staff, administrators, vendors, and members of the general public) while keeping a positive attitude.
• Requires the ability to use computers for data entry.
• Requires the ability to use small office equipment, including copy machines or multi-line telephone systems.
• Requires the ability to use or repair small/light equipment, such as printers, scanners, and projectors.
• Requires the ability to repair or install computer hardware.
• Requires excellent problem solving and troubleshooting skills.

Physical Demands/Work Environment

The 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 accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel (including the use of a computer keyboard); and talk or hear (including the use of a telephone). The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 60 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; extreme heat; risk of electrical shock; and vibration. The noise level in the work environment is usually moderate.

NOTICE: The above job profile does not include all essential and nonessential duties of this job. All employees with disabilities are encouraged to contact Human Resources to review and discuss the essential and nonessential functions of the job. An employee with a disability can evaluate the job in greater detail to determine if she/he can safely perform the essential function of this job with or without reasonable accommodation.