Technology Services Technician
Minimum Training and Experience
Bachelor’s degree; associate’s degree in an IT-related field; or high school diploma and two years of experience installing and
supporting hardware and software required. CompTIA, Apple and/or Microsoft certifications highly desired.
Knowledge, Skills and Abilities
Advanced knowledge of PC hardware, software and network connections and telecommunications theory and practice. Ability to
follow instructions of a highly technical nature; establish and maintain effective working relationships with co-workers, faculty, staff
and students; and handle highly sensitive and confidential information. Excellent problem-solving, customer service, interpersonal
and organizational skills.
Reporting to the Associate Director of Technology Services, the Technology Services Technician provides technical and infrastructure
support to faculty, staff and student users as assigned. Installs, configures and maintains desktop and laptop PCs (Windows and
Mac) and other devices, including printers, tablets, etc. Installs, configures and upgrades application and Operating System
software. Installs, configures and maintains voice, data and video equipment. Installs, terminates and tests cabling as necessary.
Participates in recommended training, follows best practices and remains current on supporting new technologies. Uses industry
standard diagnostic tools to aid in identifying, troubleshooting and repairing hardware, software, network and telephony
connectivity issues. Coordinates internal component repairs or replacement with third-party suppliers. Accurately and promptly
documents and updates service records in the ticket-tracking system. Uses internal and external information sources to research
and resolve incidents and fulfill requests. Relocates equipment as requested by users or as dictated by hardware rotation guidelines.
Removes old equipment and performs data migration to new machines in accordance with information security policies and
procedures that relate to data protection and destruction. Assists users by teaching them how to effectively use hardware and
software to accomplish tasks related to their job duties. Provides information and recommendations on upgrades.