Description | Service Technician II Job Description
Reports To: IT Manager – Technical Services
Qualifications:
- 5 years of technical services experience.
- Experience with voice, video, and data systems and associated hardware.
- Working technical knowledge of personal computer operations, including the relationship and usage of various input and output components, business and education support software, and terminology.
- Working knowledge of computer, video, and multimedia equipment diagnostics and repair.
- Advanced knowledge of operating systems, including troubleshooting and diagnostics.
- Understanding of protocols and procedures for setting up new equipment, troubleshooting, and performing routine maintenance.
- Advanced understanding of local area networks for personal computers.
- Advanced understanding of protocols such as TCP/IP, Serial, Ethernet, and Access Lists.
- Communication skills to provide individual instruction and technical assistance on the use of PC-based software for business, education, internet, utility, and connectivity.
- Writing skills to document technical procedures.
Essential Duties and Responsibilities:
- Provide technical support for laptops, desktops, iPads, Chromebooks, and software, including remote access and peripheral equipment for presentations.
- Troubleshoot and perform repairs on computers and peripherals by identifying, testing, diagnosing, and replacing components.
- Assemble personal computers based on specifications.
- Assist in installing and configuring networked devices such as computers, iPads, Chromebooks, interactive displays, projectors, printers, modems, and software.
- Support upgrades to network systems to improve performance and reliability.
- Troubleshoot network hardware and connectivity issues.
- Update and maintain security software on networks and workstations.
- Implement protocols and procedural controls for network operations.
- Install and configure workstations in classroom networks.
- Install and configure software, ensuring compatibility and functionality.
- Document and resolve user support requests, escalating as needed.
- Troubleshoot common desktop software, database access, and email issues.
- Assist in monitoring local and wide area network usage and performance.
- Advise customers on appropriate equipment for their needs.
- Schedule, install, and ensure proper functioning of audio-visual equipment for classrooms, meetings, and events.
- Set up and dismantle multimedia equipment at various locations.
- Perform other duties as assigned.
- Perform duties equivalent to Service Technician I.
Physical Abilities:
- Must be able to move within various office and classroom environments.
- Capable of bending, stooping, crawling, and reaching to install cables and equipment.
- Requires hand-eye coordination and dexterity for small component connections.
- Visual acuity to read technical documents and align small components.
- Auditory ability to hold conversations.
- Ability to lift, push, and pull objects up to medium weight occasionally.
- Able to work in confined areas with noise, dust, and limited ventilation.
- Completion of occupational safety and health training within a reasonable timeframe.
Education and Experience:
- College-level and/or Vocational coursework in computer electronics or related field.
- Five years of experience in setting up networked microcomputer workstations and providing technical support.
- Higher education may substitute for some experience.
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