IT Technician 2-ITS Customer Technical Support

UT Health Sciences; Memphis (TN); On-site; USD 50,295,000 - 68,047,000; Full time

Job summary

UT Health Sciences seeks an IT Technician 2 to deliver high-quality support to students, faculty and staff. You will handle 1st and 2nd line issues, utilize remote tools to resolve problems, and assist on-site at the Service Desk across the UT Health Sciences campus.

Responsibilities include configuring devices, installing software, maintaining print kiosks, conducting malware cleanups, and testing new hardware before release. A Associate’s Degree with 1 year of related experience is required.

Qualifications

• Associate's degree in IT or related field with transcripts.
• 1 year of related work experience or a bachelor’s degree in lieu.
• Combination of education and experience can total 3 years.

Responsibilities

• Provides 1st and 2nd tier technical support via phone, email, or walk-in.
• Uses remote access to resolve incidents and update workstations.
• Documents problems and routes to 3rd tier in the ticketing system.
• Configures devices and installs software.
• Repairs and maintains campus print kiosks across the campus.
• Performs malware remediation per Cybersecurity requests.
• Tests software and new hardware before production release.
• Submits service requests for account management and moves.

Skills

Technical troubleshooting

Customer service

Communication

Windows OS

MacOS

Education

Associate’s Degree (Transcript required)

Tools

Remote access software

Ticketing system

Security/endpoint tools

Job description

Job Description

Market Range: 07

Hiring Salary: $20.65/Hourly

JOB SUMMARY/ESSENTIAL JOB FUNCTIONS: The IT Technician 2 provides quality customer service to UT Health Sciences students, faculty, and staff who need technical assistance. This position repairs UT Health Sciences computer equipment via phone, web portal, or walk-in to the Service Desk call Center.

Responsibilities

• Provides both 1st and 2nd tier problem solving technical support via phone, email, or walk-in to all UT Health Sciences students, faculty, and staff.
• Utilizes remote access software to resolve incidents, install software and update workstations for users in all locations including internationally as well as home on personal equipment.
• Documents all technical problems and assigns 3rd tier workflow in ticketing system.
• Configures computing devices and installs software brought to the Service Desk.
• Repairs and maintains student print kiosks located in various buildings all over the UT Health Sciences campus.
• Runs computer remediations and malware cleanup at the request of the Cybersecurity department.
• Tests and evaluates software applications as well as new hardware before production release.
• Collates information and submit service requests for account management tasks, cloud-based service access and equipment moves and setups across the UT Health Sciences.
• Performs other related duties as assigned.

Qualifications

MINIMUM REQUIREMENTS:

EDUCATION: Associate’s Degree. (TRANSCRIPT REQUIRED)

EXPERIENCE: One (1) year of related work experience; OR Bachelor’s Degree in lieu of one year experience; OR a combination of education and experience to equal three (3) years. (Associates Degree in Information Technology and one (1) year of job-related experience or job-related certificates are acceptable/preferred).

Knowledge, Skills, And Abilities

• Knowledge of Microsoft operating systems, Microsoft Office products, and Macintosh operating systems.
• Excellent organizational and communication skills to communicate solutions to a variety of computer problems.