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Technical Support Specialist II

Basic Position Information

Job Code: 4105

Title: Technical Support Specialist II

Department: Mathematics and Statistics

Essential Personnel: N

Job Family: Technology Services

Job Sub-Family: Non-IT Technical Staff

FLSA Classification: NE

Job Grade: 12

Grade Min: $43,001

Grade Mid: $51,601

UHD Succession Plan: N/A

Criticality of Position: N/A

Career Ladder: Pre-Defined

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Tech Support Specialist II maintains the inventory, provides technical support, and assists with the day to day functions of the Mathematics and Statistics department.

Duties

  • Provides PC technical support for faculty, staff, and students
  • Troubleshoots, updates, installs and maintains hardware and software
  • Upgrades new computer equipment
  • Maintains and updates department inventory
  • Tests new software and support wireless devices
  • Opens and closes work orders and tickets, maintaining a record of all service calls

Marginal Duties

  • Performs all other duties as assigned

Supervisory Responsibilities

Direct Reports:

  • None

Delegation of Work:

  • N/A

Supervision Given:

  • N/A

Qualifications

Required Education:

  • Bachelor's degree in Computer Information Systems or a related field

Required Experience:

  • Minimum of one (1) year of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of commonly used computer hardware and software;
  • Knowledge of wireless devices

Skills:

  • Strong analytical and problem solving skills; excellent interpersonal and communication skills

Abilities:

  • Ability to maintain inventory;
  • Ability to maintain computer equipment;
  • Ability to use a ticketing system;
  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment and a computer laboratory

Physical Demands:

  • Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements;
  • Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
  • May, on rare occasions, be exposed to oils and the risk of an electric shock. May, on rare occasions, be required to work in a confined space
  • Must have precise hand-eye coordination, good spatial awareness, and the ability to identify and distinguish colors
  • Must have the ability to move items of up to 40lbs

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Support Proficiency

  • Possesses comprehensive knowledge and skills with multiple hardware and software systems.
  • Effectively applies expertise to identify and troubleshoot user issues.
  • Competent to install and configure new systems.
  • Willing to share expertise and provide technical support to others.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:13 AM