San Mateo County Community College District Classification Description

IT Support Technician II

Job Description Summary

The IT Support Technician II provides tier 2 support services to include the full installation, operation, configuration, repair, modification, and support of electronic components and equipment. Service, duties and support include personal computers, virtualization, network servers supporting instructional programs, software applications, desktop applications, audio/video equipment, digital signage, multimedia and other type systems. The network services included are determined by the instructional programs throughout the District and Information Technology Services (ITS).

Under direction of the Director of IT Support, the IT support technician II works as a member of the district wide technology support team. The district wide technology team provides information technology and other electronic support services for administrative and instructional uses of technology, audio/video/multimedia equipment, and required network services.

Interaction with the public is extensive and includes ITS department staff, other support team members, district office staff, faculty, students, technology vendors and suppliers for the purpose of determining and resolving technology problems, and planning upgrades or making improvements.

A high degree of independent judgment is required to resolve frequent minor and occasional major problems that may occur. Consequences of errors in judgment could be costly in terms of equipment damage, loss of staff time, financial loss and negative customer relations. however, Supervisory controls and the ability to rely on the assistance of other members of the technology support team will reduce the risk of serious errors.

An IT Support Technician II can should be capable of leading the work of IT Support Tech I’s, student assistants, and other staff as assigned by the Director.

Education and Experience

The IT Support Technician II position requires a high degree of experience or a combination of formal education and experience to meet the challenges described equivalent to completion of formal training involved in the support and use of computer hardware, systems software, desktop applications, virtualization, digital signage, audio visual/multimedia and supporting equipment, and a variety of network topologies.

The successful candidate will have education and work experience using a combination of protocols to determine, isolate and resolve that has included determination, isolation and resolution of problems in computer systems or audio visual equipment. The IT II Technician’s education and/or work experience should be commensurate with formal education for the installation, configuration and modification of a variety of operating systems on both desktop workstations and servers including:

·  All versions of Windows, MacOS, unix/Linux and others;

·  Analyzing, installing and modifying computer system configurations;

·  Preparing procedures, inventory and documentation for use by faculty, staff, and students in labs;

·  Analyzing, installing, and repairing smart classroom sound and video equipment including component repairs;

·  Installing and maintaining digital signage equipment, installation of drivers and software application programs and preparing documentation;

·  Installing, configuring, troubleshooting, and maintaining local area networks and network applications;

·  Providing assistance in planning, designing and implementing technology-related additions, renovations, remodeling or facilities improvements;

·  Demonstration of skill in establishing and maintaining effective working relationships;

·  Demonstration of skill in respectful and sensitive communication with people at all levels in an organization who are diverse in their cultures, language groups and abilities; leading the work of others;

·  Demonstration of skill in multi-tasking and prioritizing workloads with similar deadlines.

·  Possession of a valid California Drivers’ License and the ability to drive a motor vehicle to off-site or other locations are required.

Physical and Other Requirements

The IT Support Technician II Technician requires a variety of physical abilities. The capacity to recognize and distinguish shape and color is necessary. Good eye to hand coordination is beneficial. The job requires the ability to analyze data analysis and make comparisons. Candidates should have a good memory, be analytical and have unique problem-solving skills. Technicians are often required to move around and/or carry equipment moderately weighted up to 50lbs. weighted equipment; Frequently a technician will need to be prepared for kneeling, pushing, pulling, reaching overhead, and climbing stairs of varying heights. The tech should be flexible and adaptable. Technicians are often required to deal with diverse cultural populations and a variety if abilities. Patience, good oral and written communication combines with good communication, teamwork and tact will provide sound customer-service and a quality performance of the required functions. A cellular telephone is required and a District stipend is paid to employees for work-related use of the phone.

Examples of Essential Functions of an IT Support Technician II

1.  Communicates with the Director of IT Support, faculty and staff, and the other technology support team members regarding work orders and/or support requirements related to the reliable operation of all:

·  District desktop computer systems, instructional servers,

·  Audio/video/multimedia capabilities,

·  Virtualized desktop computers,

·  Digital Signage,

·  Network services,

·  Considerations related to workload and service priorities,

·  Equipment supply and storage,

·  Planning the purchase of new and upgraded equipment,

·  Inventory, modifications/renovations and improvements to facilities,

·  Responding to customer requests and project timelines, and other matters;

·  Participates as a team resource to provide technical support services to faculty, staff and students for technologies serving the administrative and instructional needs of the district and

·  Provides responsive and effective support services at all district locations;

2.  Performs technical work involving the installation, configuration, modification, and maintenance of desktop computer hardware including:

·  Virtualized desktops,

·  Some instructional servers, software applications, audio/video/multimedia equipment, digital signage, and local area networks;

·  Uses diagnostic equipment to test, adjust, modify and repair electronic equipment;

·  Uses the HelpCenter System to track and monitor work orders and service requests;

·  Sets work priorities based on severity and impact,

·  Maintains an accurate inventory of supported electronic equipment;

·  Communicates with customers to keep them informed of work in progress or completed;

·  Develop and maintain technical documentation where needed to provide reference and operational instructions for more complicated configurations, lab situations or for other purposes.

3.  Assists staff in the planning, purchasing, and installation of new hardware and software including:

Troubleshooting and correction of hardware problems;

·  Reporting equipment problems or failures and provide necessary documentation;

·  Coordinates repair services with external contractors;

·  Makes recommendations for improving the life/continued usefulness of existing equipment;

·  Provides support, including repairs and purchases for digital signage and for of audio and video equipment/services;

4.  Assists appropriate ITS staff to administer, maintain and operate local area networks on each campus and also the wide-area network when necessary.

5.  Performs technical work involving advanced troubleshooting with the support of other members of the technology support team and Director of IT Support, for the installation, configuration, modification, and maintenance of audio/video/multimedia equipment, digital signage, other supportive electronic equipment, desktop computer systems (including virtualized desktops), some instructional servers, software applications, operating systems, and local and/or wide-area network services.

Nonessential Other Functions and Duties as Assigned

Performs other related duties as assigned.

Knowledge, skills and abilities of IT Support Technician / Training Guidelines
1.  Knowledge of Macintosh and PC computer hardware, software, virtualization, and computer networks and wireless networking. / 1.  College or special courses; job experience.
2.  Knowledge of audio/video, digital signage and supportive equipment installation, configuration, maintenance and repair. / 2.  College or special courses; job experience.
3.  Advanced skill in the detection and correction of malfunctions in virtualized desktops, audio/video, digital signage, computer systems, and installation of PC and Macintosh operating systems and desktop/instructional software applications.
4.  Knowledge of Smart Classroom technology, electrical wiring, sound systems, amplifiers and equipment commonly used in media centers and Smart Classrooms. / 3.  College or special courses; job experience.
4.  College or special courses; job experience
5.  Skillful in respectful and sensitive communication with culturally diverse groups of people with different ability levels in at all levels in an organization that is and who may be diverse in their cultures, language groups and abilities. / 5.  Job experience; life experience.
6.  Skillful installation, configuration, troubleshooting, optimization, performance and problem determination and resolution with servers providing support for instructional computer labs. / 6.  College or special courses; job experience.
7.  Skillful in the use of a variety of computer software to prepare inventory, procedures, documentation and other reports for use by others as required / 7.  College or special courses; job experience.
8.  Skillful installation, configuration, troubleshooting, and maintenance of smart classrooms, computer labs, local area networks, wireless networks, digital signage, network applications such as email, and assisting with maintenance of the wide area network. / 8.  College or special courses; job experience.
9.  Skillful oral communication, including giving clear and concise instructions.
10.  Ability to apply applicable safety procedures to the handling of electronics equipment, tools and components weighing up to 50lbs. / 9.  College or special courses; job experience.
10.  College or special courses; job experience.
11.  Ability to work effectively as part of a customer service team. / 11.  Job experience; life experience.

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