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Engagement Technician III

4 months ago

Houston, United States Texas Southern University Full time

As an Engagement Technician III, you will be at the forefront of delivering advanced technology solutions and support services for specialized computing and multiple technologies. This role involves handling complex and diverse computer and audio-visual (AV) support activities both in-person and through remote channels. You will be responsible for diagnosing and resolving intricate hardware and software issues across a wide range of devices, including desktops, laptops, printers, and cutting-edge AV equipment. As a key member of the Office of Information Technology (OIT) team, you will play a vital role in contributing to the university's strategic plan, ensuring alignment with organizational goals, and providing exemplary support to the user community.

Essential Duties Summary

* Identify unsecured hardware assets within our infrastructure and deploy the Cisco AMP and ivanti assets management software to said assets.
* Installs, configures, tests, maintains, monitors, and troubleshoots level III end user workstation hardware, networked peripheral devices, and networking hardware products within our SEP client
* Performs on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users and recommend and implement corrective hardware solutions.
* Recommends, schedules, and performs PC, software and peripheral improvements, upgrades, and repairs
* Monitor our antivirus and malware security tools for attacks on our users. Identify infected machines and provide support and attempt to prevent any
* Supports and maintains PC, peripherals, audio-visual equipment and non-print media assets as required. This includes operating, maintaining, distributing, installing, configuring, repairing, and upgrading various PC, audiovisual and media products while ensuring their optimal performance.
* Resolves hardware and software issues with computer configurations, images, desktops, laptops and printers, for all TSU administrative areas, conference rooms, labs, and active learning spaces.
* Troubleshoots problem areas in a timely and accurate fashion and provide end-user training and assistance where needed. Troubleshoots highly complex technical problems, performing analyses to determine root cause of problems. Aids users via phone support, remote desktop management or in person face-to-face support.
* Handles confidential customer information. Exercises judgment and analysis on expediting and prioritizing repairs and service. Uses and recommends tools to document service management solutions.
* May work with project teams in the design, creation, and/or in testing of new products, services, solutions or processes/procedures. May provide service support via a flex schedule as determined by the manager.
* Performs other job-related duties as assigned.

% FTE

1.0

Hiring Range Commensurate with experience. Education

Some college or Associate's degree (A.A.) and/or vocational or technical school and/or specialized training or certification.

Bachelor's degree (B.A. or B.S.) in Information Technology, Business or closely related discipline from an accredited four-year college or university preferred.

Required Licensing/Certification

Preferred certifications:

* ITIL Foundations.
* Certification on PCs, Macs and HP solutions.
* A+ certification or industry recognized equivalent.
* Network Plus.
* AV certification.
* Apple Certified Associate.

Knowledge, Skills, and Abilities

Knowledge of:

* Policies, procedures, and practices.
* Complex systems and solutions.
* Highly detailed understanding of Windows, Mac, and Unix solutions.
* Essentials of AV technology, Conference/Lab Management, and/or Audio-Visual Mass Controller administration.
* Demonstrates expert knowledge in multiple disciplines. Acts as the ultimate subject matter expert in several professional disciplines and is the "go-to" expert on principles, methods and procedures. Requires the ability to create methods and approaches to handle unique situations.
* Other job-related software and systems.
* Microsoft Office Professional or similar application.

Skill in:

* Detail oriented.
* Effective customer service.
* Problem-solving and decision-making.
* Multitasking and time management.
* Technical problems.
* Project management.
* Job-related systems.
* Both verbal and written communication.

Ability to:

* Prepare detailed reports.
* Work independently.
* Communicate effectively.
* Working with operational teams while operating in a fast-paced environment.

Work Experience

Six (6) to seven (7) years of related experience, including advanced experience in hardware troubleshooting and repair.

Working/Environmental Conditions

* Some stooping, lifting or carrying objects light weight may be required.
* Sit, walk, talk, and hear, use hands.
* Stand, reach with hands and arms, climb, stoop or kneel or crouch, and lift and/or move up to 50 pounds.
* Bending, kneeling, crouching, or crawling.
* Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral Vision, depth perception, and ability to adjust focus.
* Operate computer video display terminal.

Desired start date Position End Date (if temporary)