| Position Title: | Desktop Support Tech 2 | |
| Location: | Big Rapids (Main Campus) | |
| Department: | 54200 - IT Solution Center | |
| Advertised Salary: | $24.79 hourly rate pursuant to the FSU and CTA/MEA-NEA Agreement. | |
Benefits:
| Comprehensive benefit package (health care, vacation, etc.). Please see the following link for a list of benefits offered with this position. Clerical Tech Association (CTA) | |
| FLSA: | Non-Exempt | |
| Temporary/Continuing: | Continuing | |
| Part-Time/Full-Time: | Full-Time | |
| Union Group: | Clerical-Technical Association (MEA-NEA) | |
| Term of Position: | 12 Month | |
| At Will/Just Cause: | Just Cause | |
| Summary of Position: | Provide service and support to university-owned, faculty, staff, and student privately-owned computing devices while providing a fresh perspective of support strategies and troubleshooting methods. Utilize different skill sets to diagnose hardware and software related problems on a variety of devices. Ensure that all repair work is performed safely and accurately to improve the longevity and usability of the equipment for the benefit of the university. Provide additional support to the Walk-Up and Desktop areas as needed. | |
| Position Type: | Staff | |
| Required Education: | High School Diploma or Equivalency | |
| Required Work Experience: | Three years of work experience in a computer-related support position. | |
| Required Licenses and Certifications: | A valid driver’s license. CompTIA A+ certification required within 90 days of employment.
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| Physical Demands: | - Office Environment
- Bending
- Carrying
- Electrical Hazards
- Moving
- Reaching
- Sitting
- Twisting
- Driving
- Lifting
- Pulling/Pushing
- Repetitive movement
- Standing
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| Additional Education/Experiences to be Considered: | Bachelor's Degree in a related field.
Additional industry certifications.
Dell Certification(s) | |
| Essential Duties/Responsibilities: | 1. Provide hardware repair services for university and student owned computing devices which includes warranty replacement when possible.
2. Prep computer and other supported device operating systems and load standard software.
3. Facilitate and assist in supporting the computer needs of university faculty, staff and students, including various hardware and software problems.
4. Research, recommend, and assist in quoting, upgrading, replacing any computer related equipment/devices, or implementing new technologies.
5. Assist in strategic planning for replacing or upgrading computer related devices as well as implementation of new technologies.
6. Provide documentation for all necessary hardware repair procedures and processes to assist with continuation of work responsibilities and training of student employees.
7. Evaluate university assets for reuse or disposal to ensure the equipment is used most effectively for the university's needs.
8. Participate in the asset lifecycle management of hardware and software in partnership with the Inventory area.
9. Assist walk-up service desk with hardware and software related incidents and requests affecting faculty, staff, and students.
10. Work closely with IT Information Security team on hard drive cloning, drive encryption, and data recovery.
11. Maintain a parts inventory for repairs.
12. Initiate and confirm repair and maintenance billing to ensure receipt of payment.
13. Administer the procurement, provisioning, transferring, upgrading, terminating, and end of life of all cellular enabled Department devices for the university.
14. Facilitate warranty repairs with providers.
15. Reports directly to immediate supervisor as assigned. Responsible for maintaining the confidentiality of designated information.
16. Documenting work performed within the IT Service Management System.
17. Assist with classroom preparations including imaging prior to semester start.
18. Assist Call Center Service Desk with phone coverage as needed.
19. Operate university motor or personal vehicles safely while carrying out job responsibilities.
20. Cultivates an environment of belonging that values, respects, supports, and celebrates individual similarities and differences, allowing students, faculty and staff to thrive authentically.
21. Support, promote, and develop university student enrollment and retention
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