Computer Technician II

Computer Technician II

The primary duties include the support and maintenance of all University computer systems (desktop, laptop, POS systems, Windows, Mac OS, etc.) and peripherals. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment while ensuring optimal workstation performance.

DUTIES & RESPONSIBILITIES:

The position of Computer Technician II is required to perform a variety of tasks including, but not limited to, the following: 

• Install, configure and upgrade operating systems, applications and utilities, using standard business and administrative practices; 
• Perform installation and deployment of all University hardware and accessories (Desktop/laptop computer, copier, printer…); 
• Support Windows-based and Apple computers; 
• Perform computer, printer, copier, scanner and other peripheral maintenance, troubleshooting and upgrades at the University Main and Satellite locations; 
• Provide second level support for hardware and software problems assigned by the Help Desk and advise on the steps or actions needed to resolve the problem; 
• Update tickets in the Help Desk ticket system with status update(s), resolution and hardware information (model, serial no), where appropriate and when necessary, decommissioned hardware, and escalate ticket to the next level; 
• Must ensure that users are able to logon and open applications on the desktop, and connect to approved network resources (files, folders, print devices, etc…); 
• Responsible for ensuring that assigned computer laboratories are properly maintained and in good standard to serve students; 
• Uphold departmental policy regarding use and abuse of Computing Property of the University;
• May be required to assist with pulling and/or rewiring of cables as required for new installations and office reconfiguration; 
• Assist with procedural documentation process for future reference; 
• Assist with the annual inventory process and asset disposal exercises; 
• Assist with the research of new hardware, software and tools; 
• Liaise with external vendors; 
• Maintain institutional data integrity whether this be by backup/restore demos or diagnostic/repair scans; 
• May be required to travel to Satellite campuses; 
• Test and validate wireless access connectivity problems assigned by the Help Desk.

KNOWLEDGE, SKILLS & ABILITIES:

• Ability to maintain strong and professional interpersonal relations; 
• Excellent oral and written communications; 
• Ability to carry out responsibilities with minimal supervision; 
• Excellent time management and prioritizations skills; 
• Comprehensive knowledge of PC hardware installation, testing, repair and troubleshooting;
• Experience in a customer support environment; 
• Basic knowledge of IP protocol suite.

QUALIFICATIONS:

• Associate Degree in Computer Studies AND five (5) years of relevant work experience.