What are the responsibilities and job description for the Technician I - Service Desk position at Sam Houston State University?
Department
IT Engagement
Full Time
Open until filled: Yes
Requisition
202500395S
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 TitleVIIas 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 atSHSUrequire background checks in accordance with Education Code 51.215.
Physical Address
Human Resources Department
1831 University Ave, John W. Thomason Bldg. Suite 202
P.O. Box 2356
Huntsville, TX 77341-2356
SHSU Employment Office: (936) 294-1070
Email: Employment@SHSU.edu
Employment Portal: shsu.peopleadmin.com
IT Engagement
Full Time
Open until filled: Yes
Requisition
202500395S
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 TitleVIIas 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 atSHSUrequire background checks in accordance with Education Code 51.215.
Physical Address
Human Resources Department
1831 University Ave, John W. Thomason Bldg. Suite 202
P.O. Box 2356
Huntsville, TX 77341-2356
SHSU Employment Office: (936) 294-1070
Email: Employment@SHSU.edu
Employment Portal: shsu.peopleadmin.com