Job Location : El Paso,TX, USA
41958BR
Extended Job Title:
IT Support Technician I
Org Level 1:
Texas Tech Unv Hlth Sci Ctr El Paso
Position Description:
The IT Support Technician I's scope includes providing technical support and assistance to departments, faculty, staff, and students with the use of basic hardware and some software support and maintenance.
Requisition ID:
41958BR
Travel Required:
Up to 25%
Major/Essential Functions:
Serve as the first point of contact for customers seeking technical assistance over the phone or in-person
Provide technical support to end-users on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems
Troubleshoot simple to complex issues and assists customers with various systems problems, including operating systems, desktops and laptops, printers, peripherals, and software applications
Collect data from end-users to aid problem determination and resolution of request
Technician is to have familiarity with network infrastructure, IP, WAN, LAN, wireless networks and internet connectivity
Basic knowledge of remote access and VPNs
Diagnose and repair hardware, software and system failures using established procedures Technician will test and installcustomized configurations depending on various operating systems and platforms
Basic knowledge and experience in Windows and MAC O/S processes, architecture, and services
Ability to update device bios or drivers
Ability to troubleshoot, configure end user mobile devices i.e.: iPad, tablets
Assist with installation or relocation of computer equipment, such as PC's, thin client's, printers, and other associated hardware at user locations
Provide first level problem analysis. Image, install assigned applications, install hardware peripheral to support clinical, academic and support business environments
Resolve or escalate service requests when necessary
Receive and respond to incoming calls, e-mails, work orders regarding hardware and PC problems by end of current business day
Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution
Service Level Agreements, logging daily activities and documenting solution
Ability to understand and adhere to systems security and control procedures in accordance with departmental, vendorstandards and regulatory bodies
Computers must have the most recently available and appropriate software security patches and OS Installations that allow unrestricted access to resources must be configured with extra care to minimize security risks
Destroy hard drives and document within 24 hrs of removal from surplus systems
Standard is no more than one instance per fiscal year of failing to carry out assigned duties and tasks in accordance with established policies, procedures, practices, schedules, and other guidance as may be provided
Effectively meet service targets in accordance with Service Level Agreements
Consistently meet call quality metrics of 95% while rotating through the Helpdesk
Consistently meet First-Call response rate of 80% while rotating through the Helpdesk
Meet all other metrics set forth within the section
Must be flexible in adjusting scheduled based on phone rotation
Remains current with all licensure, certifications, and mandatory compliances and trainings required of this position
Adhere to all policies, procedures and practices (Regents Rules, TTUS, HSECEP OPs, etc.)
Personally demonstrate, display and act in accordance with TTUHSC EP's Values (Service, Respect, Accountability,Integrity, Advancement, and Teamwork). Serve as a Value's leader while actively promoting and encouraging staff across the institution
Perform all other duties as assigned
Grant Funded?:
No
Minimum Hire Rate:
Compensation is commensurate upon the qualifications of the individual selected
Pay Basis:
Hourly
Work Location:
El Paso
Preferred Qualifications:
N/A
Campus:
HSC - El Paso
Department:
IT Clinical Support
Required Attachments:
Cover Letter, Resume / CV, Transcript
Job Type:
Full Time
Pay Statement:
Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan. For additional information, please reference the institutional pay plan on the Human Resources webpage.
Job Group:
General IT/Computer/IT
Shift:
Day
EEO Statement:
All qualified applicants will be considered for employment without regard to sex, race, color, national origin, religion, age, disability, protected veteran status, or genetic information.
Required Qualifications:
For HSC Only : Applicants for this position will be subject to a criminal background check after a conditional offer of employment has been extended, but before employment can be confirmed.
For TTU Only : Applicants for this Security Sensitive Level II position will be subject to a criminalbackground check and must pass a drug and alcohol test after a conditional offer of employment has been extended, butbefore employment can be confirmed.
Does this position work in a research laboratory?:
No
Navy Enlisted Classification Code:
CTT, IT
Army Military Occupational Specialty Code:
25B, 255A
Air Force Specialty Code:
3D1X1, 3D1X2
Marine Military Occupational Specialty Code:
0651, 6694
Jeanne Clery Act:
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. You can locate this report through our website at: