General Information
| Job Description | BUS TCHL SUPP ANL 2 TX | Working Title | Student Technology Technician |
|---|---|---|---|
| Job Code | 007359 | Grade | |
| Department Name | Computing Support Services - D01136 | Department Head | Rebecca Hutchins |
| Supervisor | Emily Gordon | Effective Date | 10/24/2022 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Department Custom Scope
| The Student Technology Department is responsible for the student facing services that are provided by UCR ITS. This position will be responsible for the day to day incidents and requests that the Student Technology Department receives around those services. Services include the installation, refresh and troubleshooting of the student labs, overall performance of the laptop kiosks and WePa printers as well as helping to maintain the adherence to student schedules. This position will help to mentor student staff who are also responsible for day to day incidents with this role taking the lead to ensure that students know how to troubleshoot properly. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|---|
| Minimum of 2 years of experience. | Required |
| Experience developing and administering formal technical training to users at a variety of levels. | Required |
| Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations. | Required |
| Experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc. | Required |
| Minimum of 5 years of experience. | Preferred |
License Requirements
| License | Requirement |
|---|---|
| Valid Driver's License | Preferred |
Certification Requirements
| Certification | Requirement |
|---|---|
| ITIL Foundation | Preferred |
| HDI Support Analyst | Preferred |
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Tier 1 & 2 Help Desk Support Provides Tier 1 & Tier 2 computer helpdesk and ServiceNow ticket support to all campus faculty, staff and students. Aims for first call resolution of tickets and phone calls, will be first contact for most of ITS and triage calls to appropriate ITS groups. Will be supporting users on their Windows and Mac computer hardware, software, account and password issues, smartphones and tablets, wired and wireless networking, security and both Office 365 and R'Mail email systems. | 40 |
| Technical Support Provides escalated, broad technical support. Plans and implements hardware and software upgrades. Troubleshoots, resolves or appropriately triages moderately complex network connectivity issues. May provide server administration support to clients. Consults with users to assess and implement file structure needs and perform data migration. Performs backup server administration. Creates and oversees creation of complex technical documentation. Develops and/or provides training as needed based on consultation with users and understanding of technology including one-on-one and small group training, FAQs, knowledge-based entries organizational-wide and job aids to assist users electronically. Provides internal technical support to more junior staff members. Assist junior staff in resolving customer problems. | 30 |
| Testing, Configuration, Analysis, Recommendations Tests hardware, software and configurations and analyzes/summarizes reports of results, drawing conclusions and making recommendations. Supports enterprise/organizational-wide systems and analyzes system dependencies to resolve computing problems. Provides systems analysis support to clients. Analyzes and determines computing needs and makes recommendations on appropriate tools (hardware, software, peripherals). | 20 |
| Internal Documentation and System Redesign/Development Tests systems and updates internal documentation. May provide input to system redesign or development efforts based on user needs. | 10 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Ability to elicit and communicate technical and non-technical information in a clear and concise manner. | Required |
| Demonstrated judgment to delegate/escalate issues appropriately. | Required |
| Working knowledge of desktop and business/technical support systems. | Required |
| Demonstrates problem-solving skills. | Required |
| Working knowledge of server internals, especially as needed for troubleshooting and isolating issues. | Required |
| General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services. | Required |
| Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices. | Required |
| Advanced skill at creating technical documentation for complex processes and applications. | Required |
| Effective skills at technical and administrative work direction. | Required |
| Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. | Required |
| Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. | Required |
| Demonstrated skill in providing excellent customer service in a University environment. | Preferred |
| Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Occasional travel for university related business meetings, conferences and/or professional development. | Required |
| Travel Outside of Normal Business Hours | Required |
| Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university related business. | Required |
| Must pass a background check. | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| General Supervision |
Environment
Working Environment
| Campus |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |