Bachelor's degree in a related field. Two years of experience in a related field required. Working technical knowledge of current network protocols, operating systems and standards, including Windows, Mac OS, Crestron, Extron, or Polycom, Microsoft office, printers, basic multimedia systems and e-mail applications 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/Usual Duties:
Serves as the initial contact for troubleshooting and support. Conveys resolutions to client issues, properly tracking, routing, and escalating issues appropriately. Provides end-user training and assistance where required, including event preparations and support.
Primary Responsibilities (Staff Positions Only):
Performs installations, configurations, tests, maintenance, monitoring, and troubleshooting of escalated issues with only necessary direct supervision. Troubleshoots, supports, and maintains escalated issues, including desktop computers and peripherals, in a timely and accurate fashion. Troubleshoots escalated problems with audio-video technologies in a timely and accurate fashion, with emphasis on lab and classroom equipment. Installs and maintains campus computer, audio-video, and telecommunication systems. Installs, diagnoses, repairs, maintains, upgrades, and supports all desktop computers and peripherals, while ensuring optimal workstation performance. Helps maintain inventory of campus workstation, classroom, and related equipment. Supports development and implementation of new technology projects and new hardware installations. Facilitates positive peer leadership and mentoring to student employees and Technician I full-time employees. Provides end-user training and assistance where required, including event preparations and support. Utilizes excellent customer service skills to exceed client's expectations. Guides clients through the problem solving process, and follows up with clients to see issues through to resolution. Serves as the initial contact for troubleshooting and support. Conveys resolutions to client issues, properly tracking, routing, and escalating issues appropriately. Responds to service requests regarding PC and/or hardware issues. Accurately documents instances of hardware failure, repair, installation, and removal. Constructs, installs, and tests customized configurations based on various platforms and operating systems. Performs all the duties of a Technician I. Performs other related duties as assigned.
Internal Number: 23516
About Sam Houston State University
For more than 130 years, Sam Houston State University has been preparing students for meaningful lives of achievement. Its motto, "The Measure of a Life is its Service", echoes across SHSU's six colleges and beyond its Texas campus through student research, creative endeavors, service learning, volunteering and more. Named for Sam Houston, Texas' greatest hero, SHSU continually strives to honor its historical roots through academic excellence that includes exceptional teaching from faculty members who care as much about their students' success as they do about furthering the knowledge of their fields. While embracing its legacy, SHSU also strives to meet the needs of contemporary students, both traditional and online. With over 20 bachelor's and graduate degrees available entirely online, and more in development each semester, SHSU Online is quickly becoming one of the best online universities in Texas.