Personal Computing Support Technician - Our Lady of the Lake University

Assists with end-user support regarding desktop/laptop/classroom/mobile device hardware and software. Reports to and works under the supervision of the Endpoint Systems Manager.

Performance Metrics:

Hardware and Software Issue Resolution (40%)

Maintain a first-time resolution rate of 85% or higher for desktop/laptop/printer/mobile device issues. Complete all service requests within an average of 48 to 72 hours.

End-User Training (5%)

Provide one-on-one informal training with a user satisfaction rating of 90% or above, based on post-session feedback.

Device Configuration and Distribution (30%)

Ensure 100% of prepared devices meet university imaging and domain setup standards. Achieve a deployment accuracy rate of 95% or higher on the first attempt.

Work Order Documentation (5%)

Ensure 100% of resolved issues are logged accurately and thoroughly in the ITS work order system. Maintain an error rate of less than 2% in documentation.

Lab and Classroom Maintenance (10%)

Perform scheduled maintenance checks on 100% of labs and classroom computers as needed. Address reported issues within 72 hours of submission.

Network Troubleshooting (5%)

Resolve 80% of first-level network issues without escalation. Ensure response time for network troubleshooting requests is within 24 hours.

Additional Responsibilities (5%)

Complete assigned tasks within designated timeframes 100% of the time. Maintain a high standard of professionalism and responsiveness, as evaluated by supervisor feedback.

Essential Functions:

Analyzes, diagnoses, and resolves desktop/laptop/printers/mobile device hardware, peripherals, and software issues via on-site, pick-up/delivery, remote control, and/or phone support as appropriate.

Provides informal end-user training on a one-to-one basis as needed in both software and hardware use.

Prepares desktops and laptops for distribution with proper hardware and software components. Configure pre-imaged computers to work on the domain using documented procedures.

Provide timely and accurate documentation of all work performed using the ITS Division's work order system.

Ensure that computer labs and classroom machines are properly maintained.

Provides first-level troubleshooting of network connectivity issues with both wired and wireless networks.

Additional Responsibilities:

Perform other related duties as assigned.

1. Good working abilities in the following areas:

• Analyzing and diagnosing hardware and software conflicts
• Repairing microcomputer systems
• OS and application software installation

2. Good understanding of related industry terminology and techniques
3. Knowledge of microcomputer hardware and firmware technology, including laptops, mobile devices, and peripheral devices.
4. Ability to communicate clearly and convey technical terms in ways that end-users can easily understand
5. Ability to consistently work productively with minimal oversight
6. Strong attention to details
7. Strong skills and abilities in analyzing and diagnosing hardware and software issues, configuring common hardware, OS, and application settings, and familiarity with current technologies and common terminology
8. Familiarity with essential network troubleshooting skills (checking wired and wireless connections, IP address settings, testing DNS services, and ensuring Internet connectivity)
9. Familiarity with current Microsoft, Apple, and Android operating systems, devices, office suites, e-mail, browsers, and communications software
10. Physical abilities are necessary to reach heights of ten feet and to lift equipment up to 50 pounds.
11. Valid driver's license and good driving record
12. Ability to provide after-hours "on-call" support as required
13. Ability to occasionally travel to La Feria and Houston Campuses
14. Ability to work occasional evenings and weekends

Education and Experience Requirements:

1. Two years of college coursework at an accredited institution, preferably in a technical field; associate degree preferred.

2. One year of work experience in a related technical support role; work experience in higher education is preferred

3. CompTIA A+ certification or equivalent is preferred