Technician I - Service Desk
Sam Houston State University

Job Info

---

Requisition:

202400384S

Title:

Technician I - Service Desk

FLSA status:

Non-Exempt

Hiring Salary:

This position is a pay grade 9. Please see Pay Grade Table at: https://pa-hrsuite-production.s3.amazonaws.com/116/docs/636763.pdf

Occupational Category:

Technical/Para-Professional

Department:

IT Engagement

Division:

Information Technology

Open Date:

11/13/2024

Open Until Filled:

Yes

Educational and Experience Requirement:

Associates degree in a related field. One (1) 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. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & 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. 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. May update and document Information Technology Systems Management (ITSM) Knowledge Articles. 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. 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 driver's license and acceptable driving record is required by the University's insurance carrier. Must be able to lift up to 20 pounds on a regular basis throughout a normal workday.
Up to 60% of this position, over the fiscal year during off-peak periods, and campus emergency situation may be performed remotely as determined by the supervisor.

Full Time Part Time:

Full Time

Quicklink:

https://shsu.peopleadmin.com/postings/41499

EEO Statement:

Sam Houston State University is an Equal Employment Opportunity/Affirmative Action Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, religion, sex, national origin, age, veteran status, disability status, sexual orientation, pregnancy, or gender identity or expression. 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.

Annual Security and Fire Safety Report

---