Technician I - Service Desk

Job Posting

Educational and Experience Requirement: Associates degree in a related field. One year of experience in a related field. Working technical knowledge of network protocols, operating systems (Windows and MacOS) and standards, including multimedia systems (e.g., Crestron, Extron, or Polycom), productivity software such as Microsoft office, and printers, is required. Certifications may be required by the department. Preferred experience working in higher education. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature and Purpose of Position: Supports and maintains computer accounts, systems, software, and peripherals. Troubleshoots level one problem areas in a timely and accurate fashion.

Primary Responsibilities:

• Installs, configures, tests, and troubleshoots level one user workstation hardware, software, and peripheral devices with supervision.
• Accurately identifies and escalates large-scale problems to the proper teams for resolution.
• Provides initial contact, documentation, troubleshooting, and support, conveying resolutions to client issues and requests.
• Collaborates effectively with SHSU team members within and outside of immediate work group.
• Performs other related duties as assigned.

Other Specifications: Requires sound analytical and problem-solving skills. Effective interpersonal skills and relationship-building skills, good written and oral communication skills, ability to present ideas and concepts in user-friendly language and strong customer-service orientation are required. Must be self-motivated and detail oriented. Involves the ability to set priorities and procedures for accomplishing work based on previous experience and knowledge of organizational policies and procedures. Work is of moderate technical complexity and issues are resolved based on knowledge from experience and/or college level courses. May update and document Information Technology Systems Management (ITSM) Knowledge Articles. Recommends process modifications and improvements while growing in the knowledge of the Service Desk procedures and services. Policy interpretation is limited to situations which have been previously defined and where parameters have been established. Expect occasional extended work hours or flexible scheduling. Travel between campuses and professional development opportunities may be required. May require driving and operating a university vehicle; therefore, a valid Texas drivers license and acceptable driving record is required by the Universitys insurance carrier. Must be able to lift up to 50 pounds on a regular basis throughout a normal workday.

Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. Sam Houston State University is an at will employer. Employees with a contract will have additional terms and conditions. Security-sensitive positions at SHSU require background checks in accordance with Education Code 51.215.