Vacancy expired!
Technical Support Center TechnicianApply nowJob no:514992Classification:Information Systems Consultant 2AGrade:Grade 78Work type:Staff Full-timeAdministrative Unit:University of Alaska AnchorageSchool/Business unit:UAA VCAS Information Technology SvcLocation:AnchorageCategories:Engineering/Computer Science, Information Systems/TechnologyPosition Summary:UAA is seeking the ideal candidate to join our technology team. We are looking for someone with a customer-focused technology background who can help our customers with their desktop and equipment technology needs. UAA Information Technology Services is a great place to work, with a positive team & dedicated faculty and staff.Duties:5Assist with administering problem management process and maintain problem tools. Design, develop, implement, Technical Support Center web page to provide quality support to customers. Post current news updates, create interactive online forms, and maintain software archive. Convert hard copy documentation to web based HTML and pdf formats.Essential5Identify, research and implement opportunities for learning and skill enhancement. Regularly self-evaluate to determine areas of potential improvement; develop personal training plans and implement. Coach junior staff as part of cooperative work team and training.Essential5Notify mission critical departments, campus, and extended sites and colleges of computing resource availability and system status; provide status information and support to campus and extended sites and college customers.Essential5Perform special projects as assigned in a professional manner; evaluate, research, test and recommend software, hardware. Maintain positive attitude and enthusiasm with customers; offer positive comments related to concerns regarding assigned tasks, suggest reasonable, feasible alternatives when appropriate.Essential80Provide a central point of contact for computing/network/voice/audiovisual support, service requests, resource allocation, and system status of mission-critical academic and administrative computer systems, applications, microcomputers, and network connections. Receive phone calls, online chats or emails from customers and provide level one and two support for all IT Services. Document and track all information relating to technology related services in the UAA IT Ticketing System and assist with developing a comprehensive picture of campus technology customer needs. Provide high quality computing, telephony, audiovisual, desktop, data network, Blackboard, central computing support by responding to questions from university community to include: microcomputers, mainframe computers, software applications, POP3/SMTP/IMAP clients, network connections and the Internet. Demonstrate sensitivity towards customers who may not possess technical ability. Troubleshoot and diagnose problems, work with customers to gather pertinent technical information to achieve resolution. Analyze information asserting escalation within IT organization, other UA units, or vendors as appropriate. Provide account maintenance for all information technologies. Use standard/proprietary tools to create, extend, expire, reset passwords, and verify account eligibility via Banner HR/SI. Troubleshoot, diagnose, track, report and assign work orders/trouble tickets for all IT Services. Utilize utility applications to ping, and trace route to analyze network traffic, resolve connectivity and IP conflicts. Provide direct support for all field technicians, computer lab consultants and IT personnel as required. Log, track, and analyze problem information to ensure accuracy, monitor level of problem activity, and call volume. Conduct trend analysis to identify new areas of support, translate customer data and requests into potential projects to improve customer support. Ensure accuracy and quality of resolutions; provided through follow-up contact with customers and maintain records. Participate in on-call rotations.EssentialKNOWLEDGE/SKILLS/ABILITIES:
Customer service/interpersonal skills.
Ability to research, analyze, organize, follow procedure and manage crisis situations with computer hardware, software, and data and networking applications.
Written (to include technical writing) and verbal communication.
Knowledge and practices of directed work teams.
In-depth understanding of technology (hardware and software), such as Microsoft Active Directory, CISCO telephony, Technical Support Center software, networking architecture, Intel/Apple-based Computers and OS, etc.
Troubleshooting technical issues via phone.
Applicants must have the ability to work overtime, weekend and after hours for on-call rotations.
TYPICAL EXPERIENCE:
Technical customer service experience (min of one year).
Technical troubleshooting experience (min of one year, similar environment).
Experience in working in a telephone environment.
Knowledge of computing theory and interrelations of hardware and software.
Demonstrated troubleshooting and problem-solving techniques for computer hardware, software, data and networking applications.
Experience with MS Office, Google Suite, eMail, spreadsheets, databases, word processors, web languages, and ISP connectivity.
REQUIRED EDUCATION OR TRAINING:Relevant industry certifications preferred. HDI Technical Support Analyst certification required within 1 year. Additional documents:Please provide a cover letter, resume and three references with your application. Review date:June 19th, 2020This is a full-time, Grade 78, minimum $23.60/hr, DOE, 12-month position complete with a competitive salary and UA employee benefits package.Reasonable Accommodation Statement:The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.Affirmative Action Statement:UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual:www.alaska.edu/nondiscriminationBackground Check:The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.Probationary Period:Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment. During the probationary period, employment may be terminated for no reason or any reason. Promoted employees also serve a probationary period with limited rights of retreat.Public Disclosure Statement:Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.University of Alaska is a Drug-Free Workplace.University of Alaska campuses are Tobacco-Free. Training Policy:It is the policy of the University of Alaska (UA) that all employees are required to complete training to meet the requirements of the positions they hold, and to complete the required training within a specified period to remain employed at the UA.Contact Information:If you have any questions regarding this position, please contact University of Alaska HR at 907-450-8200.Advertised:04 Jun 2020Alaskan Daylight TimeApplications close:
