IT Support Senior Technician - Student Union Building (SUB)

Position Description

The Senior IT Support 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 Senior IT Support 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.

Major/Essential Functions

Assists central IT management with technology strategic planning, technology selection, and capital replacement planning. Provides the expert level of technical knowledge and experience in IT Support for the organization. Supervises and/or manages team members and/or project leads that: Primarily provide institutional hardware and some software support and maintenance, including, but not limited to, desktops, printers, lab equipment, etc. Provide complex hardware and some software projects and resources that impact multiple departments or units. Troubleshoots complex hardware and some software problems, interfacing with area and unit IT professionals. Specializes in advanced technology that that supports institutional strategic initiatives. Adheres to all appropriate Institutional policies (including IT Ops) and other relevant internal departmental policies.

1) Endpoint & Hardware Lifecycle Management (35%)
Deploy, image, configure, and harden endpoints (desktops/laptops/kiosks), peripherals (printers, scanners, card readers), and specialty devices (digital signage, POS, ticketing).
Diagnose/repair hardware; manage RMAs/warranty, spare pools, and loaners; perform firmware/BIOS updates and preventive maintenance.
Maintain asset inventory (tagging, check-in/out, refresh cycles); track configuration baselines and change history.
Build/update gold images and device profiles with the endpoint management suite (e.g., MDM/PC management tools).

2) Event & Space Technology / AV Support (25%)
Set, test, and operate AV for meetings and events (displays, projectors, switchers, codecs, mics, mixers, PA).
Support indoor spaces and Red Raider Plaza (outdoor power/network, weatherproofing, staging); ensure ADA accommodations and assistive tech readiness.
Perform AV preventive maintenance, firmware updates, and post-event teardowns; document standards and quick-start guides.
Coordinate vendors and building partners for rentals, repairs, and last-minute needs.

3) Service Desk, Field Support & Knowledge Management (20%)
Triage, prioritize, and resolve incidents/requests via a new ticketing system (e.g., ServiceNow/Jira); meet SLAs and provide on-site "floor" support during peaks.
Handle primarily hardware issues with some software and basic systems support; escalate appropriately to central IT.
Create and maintain user-facing articles, quick reference guides, and how-tos; analyze ticket trends and drive root-cause fixes.
Communicate clearly with a various students, staff, guests, and vendors; practice service recovery when needed.

4) Infrastructure, Security & Coordination (10%)
Partner with central IT on network tasks (port activation requests, basic VLAN changes, Wi-Fi heat-checks, cabling standards); keep closets tidy (labeling, patching, UPS checks).
Administer light infrastructure/services as assigned (print queues, kiosk lockdowns, device groups); apply patches and configuration baselines.
Enforce institutional IT policies (including IT Ops), asset controls, and secure disposal; assist with incident documentation and risk mitigations.
Assist the Unit Manager for SUB IT with operational needs, vendor quotes, budget inputs for refresh cycles, and small projects.

5) Documentation, Training & Student Assistant Oversight (10%)
Draft/update SOPs, diagrams, inventories, and runbooks; maintain audit-ready records.
Train staff on basic tech use and safe handling; coach PC/Network Student Assistants on checklists, ticket hygiene, and customer service (functional oversight only).
Track emerging hardware trends and product roadmaps; recommend standardizations and lifecycle plans.

Required Qualifications

Bachelor's degree with coursework in computer science, MIS, IT, or other related area plus seven years related full-time paid experience OR a combination of related education and/or experience.

For TTU Only: Applicants for this Security Sensitive Level II position will be subject to a criminal background check and must pass a drug and alcohol test after a conditional offer of employment has been extended, but before employment can be confirmed.

Safety Information

Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees.

Pay Statement

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 by visiting

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.

About the University

Founded in 1923, Texas Tech University began with a mission to serve the needs of West Texas, but its impact has always reached far beyond. Today, Texas Tech, located in Lubbock (pop. 300,000+), is home to a vibrant community of more than 42,000 students.Texas Tech's 1,800-acre campus showcases Spanish Renaissance architecture and is home to one of the country's largest public art collections. Its 13 colleges include a prestigious School of Law and a distinguished School of Veterinary Medicine. These programs equip students with the skills and knowledge needed to excel in their respective fields. Built on the values of West Texas - hard work, grit and authenticity - the university graduates students who are deeply engaged in service to their communities and well-positioned to succeed in the world. Texas Tech is committed to achieving research and scholarly accomplishments that compare favorably to the member institutions of the Association of American Universities (AAU). For more than 100 years, Texas Tech has been a premier destination for those seeking a world-class education and a unique, personalized experience as a member of the Red Raider family.