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.