IT Support Senior Technician

The IT Support Senior Technician has an expert level of technical knowledge and experience in one or more IT-related areas. This position’s scope of responsibility includes providing technical support and assistance to departments, faculty, staff, and students with the use of hardware and some software support and maintenance. The IT Support Senior Technician will also specialize in hardware and software that support institutional strategic initiatives, and manage area or unit IT projects that impact multiple departments or units., + Complete and document assigned work orders in a timely manner.

• Maintain the security and protection of electronic information resources to include computers, network, software and data.

• Maintain management of specialized computer equipment in institution research labs.

• Provide technical support and guidance to support research activities campus-wide.

• Provide technical support outside of regular business hours when necessary.

• Manage outside resources to accomplish tasks and projects in a timely, efficient manner.

• Lead technical projects, including planning, documentation and communication. Provide technical guidance to lower tier technicians.

• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.

• Provide initial and recurring on-the-job training of current and new support staff and as a collaborative team member with peers.

• Fulfill departmental requirements in terms of providing work coverage institutional rotation when necessary and approved.

• Create and maintain technical documentation and SOPs.

• Manage system updates and upgrades for research systems.

• Maintain organization and order with computer systems, cables and peripherals, software and inventory lists where appropriate.

• Remains current with all licensure, certifications and mandatory compliances and trainings required of this position.

• Adhere to all policies, procedures, and practices (Regents Rules, TTUS, HSECEP OPs, etc.).

• Personally, and consistently, demonstrate, display and act in accordance with Texas Tech Health El Paso’s Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork). Serve as a Value’s leader while actively promoting and encouraging staff across the institution.

• Perform all other duties as assigned.

• Advanced knowledge of PC hardware components.

• Advanced knowledge and extensive experience supporting Windows XP, Windows 7, Windows 10 and Mac operating systems and drivers.

• Advanced knowledge of peripherals such as printers, scanners, and external storage devices.

• Advanced knowledge of common applications such as antivirus, email, Microsoft and Adobe products.

• Advanced technical problem solving and troubleshooting skills.

• Advanced analytical and organizational skills.

• Ability to deploy and maintain system patches and images.

• Ability to lead IT projects and work collaboratively with vendors and cross-functional teams.

• Ability to assist with the technical oversight of lower-tier technicians.

• Ability to gather and analyze facts, draw conclusions, define technical problems and suggest solutions.

• Ability to understand and follow directions.

• Ability to work under stress of deadlines.

• Superior verbal and written communication skills, including the ability to effectively communicate complex technical information to the staff and various customer groups.

• Ability to coordinate and adjust work load effectively.

• Be team oriented, self-motivated and flexible.

• Ability to provide after-hours and weekend support when necessary.

• Advanced knowledge of legacy applications and operating systems (such as Windows Vista, Windows XP and Apple OSX and below).

• Advanced knowledge of legacy hardware systems (such as x86 computers, ISA, SCSI, IDE and Parallel technologies).

• Ability to develop creative solutions to correct issues with aging technology while minimizing cost and downtime.

• Basic knowledge of biomedical lab applications and equipment such as microscopes, plate readers and spectrophotometers.

• Industry certifications are a plus, such as CompTIA A+, Network+, Security+, Apple, Dell, Microsoft, ITIL, or equivalent., + Bachelor’s degree with coursework in computer science, MIS, IT, or other related area plus seven (7) years related full-time paid experience

• Combination of related education and/or experience to equal eleven (11) years.

Compensation is commensurate upon the qualifications of the individual selected, Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan. For additional information, please reference the institutional pay plan on the Human Resources webpage.