Summary of Position

The class works under direct supervision and is responsible for the resolution of customer technology issues, questions, and/or the deployment of existing technologies typically as escalated from the service desk, and/or as assigned. Tasks include installation of, upgrades to, and approved removal of, technology equipment and software applications, problem diagnosis, and resolution according to standard and/or best practices; works with clients to ensure the functionality and workability of necessary technologies. Logs progress, work status, and accounts for time spent. 

Position Information

Essential Functions and Responsibilities: 

60% - Logs technology services and/or help provided via the service management system; ensures no loss of data during procedures performed; completes a set minimum number of service tickets per day; knows and adheres to all documented policies, procedures, regulations, and work requirements. 

Prepares reports on work, assignments, time, status, etc. as scheduled and requested; escalates well-documented issues to other teams and/or employees as necessary and appropriate; represents the department in a professional, courteous, and helpful manner. 

Installs, configures, tests, and maintains technology hardware and/or software using standard methods and/or tools. 

Works with, protects, secures, migrates, etc. data as needed to perform required and/or assigned duties implementing standard procedures and/or best practices to ensure no data loss. 

Creates and maintains concise, accurate, and timely records of services rendered and help requests. 

Maintains documentation for new and changing technologies especially regarding hardware and/or software.  

25% - Acts as backup to Service Desk Technicians on an as-needed basis including participation as standby “jump and run” support personnel. 

Serves as a resource for technology and/or business project tasks as assigned. 

15% - Trains constituents as needed regarding technology functions and operations.  

Serves as a secondary in a primary/secondary support role with a Technology Support Technician 2. 

Other Functions And Responsibilities: Assists with training new hires.  

Performs any and all other duties assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor. 

Equipment Operated: Computer and all other standard office equipment; related equipment as specified by supervisor.

Work Schedule: M-T-W-Th-F 8:00a.m. – 5:00p.m (Occasionally on call; occasional evenings and weekends; overtime may be required).

Primary Location: Youngstown

Supervision Exercised: May exercise supervision over student employees. 

Reports to: Manager - Campus Technology Support

Qualifications and Competencies

Required Certifications, Training, and/or Licensures: None

Sponsorship and/or Work Authorization Status: This position is not eligible for sponsorship.

Knowledge, Skills, and Abilities: 

Knowledge of: data protection and security awareness; business information systems, office productivity, security, backup, software, and related; network connectivity of various devices including desktop and laptop computers, smartphones, electronic tablets and pads, etc. running various operating systems; network administration including diagnosing and resolving technology issues over LAN/WAN; employee training and development. 

Skill in: written and verbal communication; operation of current consumer technologies, peripheral equipment, instructional technologies and instrumentation and trending and/or scientific software apps. 

Ability to: cooperate and interact in problem solving with coworkers in a team environment; document and communicate technical issues well and in a non-technical manner; resolve technology issues, questions, and complaints from clients and especially those escalated by the service desk and provide a friendly atmosphere; maintain proficiencies regarding technology duties and tools. 

(*) Developed after employment.

Minimum Qualifications: High school diploma or GED; demonstrated competency in customer service technology support, proficient with local, networked and mobile technologies, office productivity applications, network connectivity including operations, and/or problem diagnosis and resolution.

Preferred Qualifications: Bachelor’s degree in computer information systems or related field; demonstrated competency responding and resolving user technology questions and/or issues. Certified in a technology related program within the past four years.