Tech Support Specialist II - Stockton, United States - University of the Pacific

Description

**Tech Support Specialist II**

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**Posting Details**

Job Title Tech Support Specialist II Union Level Department Pharmacy Computer Lab Campus Stockton Posting Number P Full or Part Time Full Time Number of Months 12 Work Schedule Work performed during business hours that may vary between the hours of 7:00AM 6:00PM, Monday through Friday. Occasional nights and weekends and/or overtime required to support special events. Position End Date Open Date 07/08/2021 Close Date Open Until Filled Yes Special Instructions to Applicants For first consideration, please apply on or before July 14, 2021. Primary Purpose Responsible for first and second tier technical support to the School, sets-up, configures, troubleshoots and upgrades laptops, desktops, and peripherals; generates written resolutions in central database/knowledge repository; and provides bypass and recovery of issues reported to them. Essential Functions 1. Resolves complex system network configuration, performance, hardware, and software issues for student notebooks under the computer laptop program.

Ensures that unresolved tasks and issues are tracked and monitored until conclusion using the technical support dedicated database.

Performs hardware repairs, software installations, and maintenance for all types of laptops under the computer laptop program.

2. Provides front-line technical support; resolves complex system configuration and performance issues with hardware and software for the staff and faculty.

Provides technical assistance in day-to-day technical troubleshooting to internal and external students, staff, and faculty in use of laptops, desktops and various media devices.

Assists all departments in technical inquiries related to supporting the organizations of the Pharmacy and Health Sciences programs at the University.

3. Assists in areas relating to facilities and operations and technology including, but not limited to:

part ordering, procurement, service requests, and tracking for facilities, operations, computer services.

all media related duplicating, printing requests, and shipping & receiving requests as needed.

operations with all audio visual and SMART classroom support related to teaching and scheduled events.

writing procedures and technical documentation.

4. Performs other duties as assigned or requested. Minimum Qualifications High school diploma.

Two (2) or more years of experience working in a helpdesk environment troubleshooting basic hardware and software problems.

Preferred Qualifications A+ or equivalent certification

Experience with AV presentation systems.

Experience with a content management system targeted at educational institutes. Examples: Canvas, Blackboard, Sakai.

Experience with online test taking platforms.

Experience using an online ticketing platform for submitting and tracking trouble tickets.

Associates Degree in CS or related field.

Demonstrated proficiency in Dell, Gateway, and Lenovo warranty work and parts installation, Experience in Customer Service environment desirable.

Skills/Knowledge and Expertise:

Advanced knowledge and understanding of computer application support, equipment maintenance and repair, customer service skills for a HelpDesk environment, network installations/operations, computer management and support, systematic troubleshooting, cable installation and system security.

Proficiency in and knowledge of desktop operating systems: Microsoft Windows, Apple OSX and productivity software (Word, Excel, Outlook, Power Point) required. Knowledge of Apple and Linux systems desirable.

Proficient in applying root cause analysis, configuration, troubleshooting, and problem solving skills; thorough understanding of standard software packages.

Positive attitude, proven ability to work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion.

Ability to self-pace and facilitate coordination of laptop/computer repairs for students with minimal oversight.

Communicates clearly and effectively with users of varying levels of expertise. Physical Requirements The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work performed primarily in office and supply and receiving environment. Occasional work performed in research laboratory. Limited exposure to hazardous and chemical substances. Ability to lift 50 lbs. Pushing, pulling weights up to 150 lbs., frequent walking, standing, bending, kneeling, lifting, reaching, retrieving overhead weights up to at least 25 lbs. Extended periods of sitting, computer use, and use of phone with repetitive hand/wrist motion while keying on computer. Able to perform manual repairs which are manipulative, involving fine finger and small tool dexterity.

Work Environment/Work Week/Travel:

Work is primarily performed in a standard office environment and/or machine room with exposure to noise and cooler temperatures. Work performed during business hours that may vary between the hours of 7:00AM-6PM, M-F. Occasional nights and weekends and/or overtime required to support special events. Occasional driving.

Hiring Range Commensurate with experience, non-exempt Background Check Statement All applicants who receive a conditional offer of employment are required to execute a release and authorization for a background screening.

AA/EEO Policy Statement University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.

**Posting Specific Questions**

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University of the Pacific Website

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Association of American Colleges and Universities (AAC&U)

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Higher Education Recruitment Consortium (HERC)

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**Applicant Documents**

**Required Documents**

Resume

Cover Letter/Letter of Application

**Optional Documents**

Other Document