Technology Support Technician 1 - Desk Services
Youngstown State University, OH
Location
Youngstown, OH | United States
Job description
Salary: $22.08 Hourly
Location : Youngstown, OH
Job Type: Classified
Job Number: 202400018
Division: Finance & Business Operations
Department: IT Customer Services
Opening Date: 02/07/2024
Bargaining Unit Status: Association of Classified Employees (ACE)
Salary Grade: N/A
Full-time Equivalency: 1.0
Summary of Position The class works under direct supervision and is responsible for the resolution of customer technology issues, questions, and/or the deployment of existing technologies typically as escalated from the service desk, and/or as assigned. Tasks include installation of, upgrades to, and approved removal of, technology equipment and software applications, problem diagnosis, and resolution according to standard and/or best practices; works with clients to ensure the functionality and workability of necessary technologies. Logs progress, work status, and accounts for time spent.
Position Information Essential Functions and Responsibilities: 75% - Consult and work with clients; installs, configures, tests, and maintains technology hardware/software and related using standard methods/tools to meet the Quality of Service (QoS) requirements. Performs technology problem diagnosis/resolution for technologies including (but not limited to): Windows, Mac, Linux, IOS, Android, Audiovisual equipment, data input/output devices, network and telecommunications equipment and connectivity, etc. Monitors technical services while in use to alleviate problems and/or quickly address issues.
Works with, protects, secures, and migrates, etc. data only as needed to perform required/assigned duties implementing standard procedures/best practices as needed to ensure no data loss.
Creates and maintains concise, accurate, and timely records of: technology services and help requests, work done, work status, materials used, time estimated and spent and details of corrective actions and technology issues and concerns for communication with management and colleagues; maintains documentation for new and changing technologies especially regarding hardware/software; tests, diagnoses, repairs, rebuilds technology hardware, assemblies, and sub-assembles as approved and/or proven via successful completion of annual certification.
10% - Acts as principle backup to service desk technicians on an as-needed basis including participation as standby "jump and run" support personnel.
Serves as a resource for technology/business project tasks as assigned. Implements information security priorities as needed.
15% - Trains others regarding technology functions and operations; communicates technology policies, standards, procedures, etc., and answers technology questions; assesses and updates documentation as assets are encountered especially regarding usability.
May serve as a secondary in a primary/secondary support role with a technology support technician 2. Provides guidance to student employees to assist with professional development and growth.
Performs other related duties as assigned.
Equipment Operated: Computer and all other standard office equipment; related equipment as specified by supervisor.
Work Schedule: M-T-W-Th-F 8:00a.m. - 5:00p.m (Occasionally on call; occasional evenings and weekends; overtime may be required).
Supervision Exercised: None
Reports to: Manager, Campus Technology Support
Qualifications and Competencies Knowledge, Skills, and Abilities: Knowledge of: data protection and security awareness; business information systems, office productivity, security, backup, software, and related; network connectivity of various devices including desktop and laptop computers, smartphones, electronic tablets and pads, etc. running various operating systems; network administration including diagnosing and resolving technology issues over LAN/WAN; employee training and development.
Skill in: written and verbal communication; operation of current consumer technologies, peripheral equipment, instructional technologies and instrumentation and trending and/or scientific software apps.
Ability to: cooperate and interact in problem solving with coworkers in a team environment; document and communicate technical issues well and in a non-technical manner; resolve technology issues, questions, and complaints from clients and especially those escalated by the service desk and provide a friendly atmosphere; maintain proficiencies regarding technology duties and tools.
(*) Developed after employment.
Minimum Qualifications: High school diploma or GED; demonstrated competency in customer service technology support, proficient with local, networked, and mobile technologies, office productivity applications, network connectivity including operations, and/or problem diagnosis and resolution.
Preferred Qualifications: Bachelor's degree in computer information systems or related field; demonstrated competency responding and resolving user technology questions and/or issues. Certified in a technology related program within the past four years.
At Youngstown State University we are committed to a comprehensive employee benefit program that helps our employees live healthy, feel secure, and maintain a work/life balance. YSU offers two options for medical plans, optional dental and vision insurance and life insurance. These plans are reviewed annually to maintain competitiveness while being cost effective. In addition, YSU offers tuition remission, 403(b) and 457 retirement planning options, as well as state pension programs and optional voluntary life insurance benefits.
Medical Mutual of Ohio Medical plans
Dental Benefits
Vision Benefits
Group Life Insurance (University Sponsored and Voluntary)
Group Long Term Disability (University Sponsored and Voluntary)
Flexible Spending Account
Health Savings Account
Tuition remission
Employee Assistance Program
Wellness Initiatives
Sick Leave
Vacation Accrual
Paid Holidays
State Retirement Programs
403b and 457b Voluntary Retirement Options
01
Do you have at least a High School Diploma or GED?
02
Are you able to demonstrate competency in customer service technology support, proficiency with local, networked, and mobile technologies, office productivity applications, network connectivity including operations, and/or problem diagnosis and resolution?
03
Please describe your related experience.
04
What is the highest level of education that you have attained?
- Did not complete high school.
- High school diploma/GED or equivalent
- Some college
- Associate's degree
- Bachelor's degree
- Master's degree
- Doctoral degree
- Post doctoral degree
- Juris doctor degree
Required Question
Job tags
Salary
