IT Support Technician II

IT Support Tech IIThe IT Support Tech II under direct supervision, installs, maintains, tests and repairs systems and networks. This position is distinguished from an IT Support Technician I by expanding the technical role and operational procedures, while also demonstrating an ability to use independent decision making and initiative to solve complex problems. This involves working directly with customers, owners, and end users, providing advanced troubleshooting skills and determining best practices and standard computing procedures. The IT Support Tech II will assist in expediting process workflow while completing business objectives, addressing all computing needs and resolves assigned service requests, monitors site performance and up-time through customer communication and feedback. Performs responsibilities in accordance with all company standards, policies, and procedures.Essential Duties and Responsibilities:Manages and provides assistance on various software applications and hardware systems for department users and/or the university community.Manage, resolve and track Help Desk user tickets for all Tier 2 issues.Provide individual instruction and/or training to users on new or updated technologies. May train student employees.Performs routine and nonroutine technical assistance and maintenance duties.Assists in managing all updates in record keeping system; may document projects and maintain user instructions.Provides support with tracking inventory levels of equipment and materials; performs data entry and maintenance of records such as, but not limited to, project documents, user instructions, general reports and/or systems errors.May order, track and perform billing for technology or department.Manages, schedules and performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and basic to complex network failures and conflicts.Assists with the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.Performs research, supports development initiatives, and performs implementation of new technologies with moderate to high scope and impact.Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices (remote access and in person).Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.Create standardized written systems within scope of work to achieve departmental standard operating processes (SOP) in partnership with IT System Admin and Manager roles.Supports department team members in a variety of IT related projects, issues and solutions with a higher level of complexity and risk.Performs miscellaneous job-related duties as assigned.Qualifications and Physical DemandsSupervisory Responsibilities: No supervisory responsibilities.Travel Requirements: Travel is required approximately 30% of the time. Frequency fluctuates depending on business needs. Travel as required for in person classes and annual education conferences.Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education and Experience: • High school diploma or GED; at least 2 years of experience directly related to the duties and responsibilities specified• Bachelor's Degree in Computer Science, Information Technology or comparable certification • Higher education and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-to-year basis. • Knowledge of a wide range with depth of knowledge in computer systems, software, applications, hardware, networking, and communications necessaryLanguage Skills: Ability to communicate technical information to nontechnical personnel. Excellent written and oral communication skills as well as listening skills and interpersonal skills.Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must be able to provide effective change-management skills with regard to technology upgrades that will effectuate change to support the client goals. Ability to analyze and resolve basic problems, specific to technology and computers. Ability to communicate technical guidance and instruction to users on the use of PC and/or mainframe applications and systems.Certifications, Licenses, and Registrations: • Valid Driver's License is required.• CompTIA (A+, Cloud+, Security+) Certification or equivalent preferred• Microsoft 365 Certification requiredOther Qualifications: Knowledge of computer and/or network security systems, applications, procedures, and techniques. Ability to identify, troubleshoot, and resolve computer system malfunctions. Time management, analytical, and organizational skills. Ability to prioritize multiple projects and meet strict deadlines. Ability to learn new systems and applications.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is frequently required to sit, stand, walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move more than 75 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. Normal, corrective vision range; ability to see color and to distinguish, letters, numbers, and symbols. Work Environment: The work environment characteristics described here are representative of those an employee encounters while Help Desk Assistant performing the essential functions of this job. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions. The noise level in the work environment is usually quiet. Cascade Management Inc. is an Equal Opportunity Employer dedicated to an inclusive and diverse environment