Campus Support Technician, Full-Time

JOB SUMMARY 

The Campus Support Technician provides technical support and maintenance for the campus’s computer systems, networks, classroom technology, and end-user devices. This hands-on role is critical to ensuring faculty, staff, and students have reliable access to the technology they need for teaching, learning, and operations. The ideal candidate is customer-service oriented, technically skilled, and thrives in a fast-paced, educational environment. This role is critical to maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa while upholding the highest levels of discretion and professionalism.

ESSENTIAL JOB FUNCTIONS

• Understand the issues involved with administering and maintaining corporate infrastructure, including network connectivity, Internet access, email, etc. 
• Understand the issues involved in administering and maintaining the corporate network, core systems, and applications
• Assist with creating new hire telephone and voicemail extensions, routing extensions to appropriate locations, and updating information as seating assignments change
• Follow maintenance plans for computer stations and software for Campus users
• Assist in supporting corporate applications, internal corporate servers, user desktops, etc. 
• Assist with basic troubleshooting, backup, and archiving
• Help install and improve computer software and network equipment
• Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications
• Create network and email accounts for new users
• Sets up computers for new users and ensures delivery of equipment to users in different locations if necessary
• Updates company phone lists and email address books
• Helps answer all trouble calls/emails and enters work orders into tracking software
• Assist in the administration and maintenance of core systems and operating systems used
• Interact with internal clients to resolve fundamental help desk issues; communicate with internal clients professionally, and maintain confidentiality
• Respond to internal clients promptly
• Assist with the inventory management of software licenses, software, hardware, and other IT supplies
• Participate in the design, documentation, testing, creation, or modification of computer programs related to machine operating systems
• Promotes responsible usage and care of corporate equipment
• Provides support for guests and members. 
• Listen to others and accepts input from team members
• Articulate ideas and thoughts verbally
• Accurately prepares written business correspondence that is coherent, grammatically correct, effective, and professional
• Relay relevant IT-related information to the company promptly
• Display a positive attitude 
• Demonstrate flexibility in day-to-day work 
• Set high standards of performance for oneself
• Establish harmonious working relationships with team members
• Appreciate each team member's contributions and values each member
• Values internal clients and responds to their needs as they arise
• Establish effective working relationships with internal clients
• Follow established communication guidelines
• Use good judgment in what and how to communicate with internal clients
• Understand the professional development process and become actively involved by setting challenging goals and meeting them through continuous learning
• Seek input from mentors and supervisors
• Actively applies feedback received to day-to-day work and strives to improve performance
• Accurately complete and submit time and expense reports promptly
• Accurately complete and submit status reports promptly
• Participate in the implementation and support of IT-related policies
• Keeps workroom neat, organized, and secure
• Complies with and enforces standard Campus policies and procedures 
• Performs other duties as assigned
• Works in a safe manner at all times
• Other duties as assigned.

KNOWLEDGE AND SKILLS 

• An Associate’s degree or 2 years of relative experience in Information Technology is strongly preferred
• Help Desk Procedures and Best Practices
• Call Center Environment
• Familiarity with performance metrics

PHYSICAL JOB REQUIREMENTS

Must be able to meet the following minimum physical requirements for at least an eight-hour shift:

• Physical Stamina: Physical requirements of this position include having the ability to: sit for extended periods of time, stand and walk for extended periods of time, see and read a computer screen and printed matter with or without vision aids, enter data into a computer, operate standard office equipment, use a telephone, hear and understand at normal levels and on the telephone, speak so that others may understand at normal levels and on the telephone. Must be able to stoop, reach overhead, grasp, push, pull, move, lift up to 30 lbs., and climb ladders on an occasional basis. Must be able to work safely and effectively in indoor and outdoor temperatures. Temperatures in confined workspaces may exceed 100 degrees Fahrenheit. Summer temperatures outside can get above 95 degrees Fahrenheit for 5 months of the year. For 2 months of the year, low temperatures can get below 20 degrees Fahrenheit.  
• Hearing / Speech: Must be able to effectively engage in one-on-one communication with guests, members, and customers and use a 2-way radio to communicate clearly and accurately with co-workers.
• Vision: Must be able to accurately read instructions, reports, and log sheets. Must be able to work with computers and PDAs in varying light conditions.
• Literacy: Must be able to produce, read and understand reports, including security, incident and police reports. Must be able to analyze and process written information from a variety of sources and effectively communicate content of reports.
• Chemicals/Agents: Must be able to work safely with chemicals according to SDS sheets and all applicable laws, codes and regulatory requirements.