IT Service Support Technician 2

IT Service Support Technician 2

Job Description

FUNCTION

Information Technology is responsible for the use of any computers, software applications, storage, networking and other hardware or physical devices, infrastructures and processes for creating, managing, securing and exchanging all forms of electronic data. It incorporates leading-edge techniques for collaboratively enhancing the performance of installed systems, identifying new technologies, developing applications and transitioning from legacy to new systems.

SUB-FUNCTION

IT Service Support is responsible for Multi-Tier, Omni-channel support. Includes the initial point of contact for IT services, receiving customer issues and requests providing troubleshooting with an emphasis on first contact resolution. Evaluates issues and escalates as needed to higher-tier and specialized staff. Involves user support on software and hardware from base offices or on-site and field desktop locations (main campus, regional sites, other facilities). Performs varying complexities of regular or project-related installation, preventive maintenance, break and fix, fault diagnosis, identification, isolation and resolution and deployment. Performs continued monitoring of escalations of customer issues and requests. Communicates, tracks and reports computing environment outages while working with IT personnel and leadership to monitor or assist in problem resolution.

CAREER BAND

Individual Contributor - Technical - Work is primarily achieved through individual efforts or by participation on functional or project teams. May coordinate, influence, or review the work of others. May be the primary owner/authority on a given program or process. Performs work of technical (i.e. skilled trade), operational, or administrative nature. Work is performed within clearly established guidelines and procedures. Execution of work is dependent on guidance and decisions made by others. At Lead level may coordinate and review day-to-day work of others. Typically does not require a university degree but post secondary education or training may be useful or required.

CAREER LEVEL

Proficient technically or operationally. Continues to develop confidence and knowledge in more advanced technical and operational areas. Basic knowledge of processes and/or tools required for the role through on-the-job experience and training. May serve as informal resource for less experienced colleagues. Recognizes and solves routine issues that occur within the team or department without supervisory approval. May rely upon guidance and training from supervisor and more experienced colleagues when atypical issues are encountered. General support and instruction given for routine work but more detailed instruction and guidance needed for new activities or special projects. Evaluates and selects solutions from established options or procedures. Typically interacts with immediate supervisor and work team on routine matters and may also occasionally interact with other teams, departments, or customers. Effectively communicates more complicated information.

MINIMUM REQUIRED QUALIFICATIONS

High School diploma or GED. Certification or vocational training may be preferred. 1 year of relevant experience required. 2-4 years of relevant experience preferred.