Technology Support Analyst

Technical Support Technician

ACU is affiliated with the fellowship of the Church of Christ. This position requires the employee to be a professing Christian and to be willing to support the Christian mission of ACU.

Responsible to the Associate Director of Technology Support for overseeing technical support of faculty and staff, and all hardware repair support for faculty, staff, and students.

Basic Responsibilities

• Facilitate problem-solving, installing new hardware equipment, and performing hardware or software changes.
• Troubleshoot and oversee day to day operation of the campus printer fleet.
• Collaborate with other technicians to request and offer new and inventive technical information.
• Help facilitate the Computer Replacement Plan for the university.

Essential Duties

Other duties may be assigned. Reasonable accommodations may be made to enable individuals to perform the essential functions.

A) Facilitate problem-solving, installing new hardware equipment, and performing hardware or software changes.

• Provide technical assistance to faculty/staff with technical problems. Consult with users to suggest solutions or to provide service as necessary.
• Coordinate with other Information Technology groups to identify and escalate problems as well as implement solutions.
• Utilize a computerized work order system for tracking work requests, solutions, and providing statistics.
• Facilitate repair of student owned equipment through the campus student computer repair center.
• Oversee the procurement and charge out of computer hardware equipment.

B) Troubleshoot and oversee day to day operation of the campus printer fleet.

Facilitate asset management of all campus printers.

• Perform maintenance, programming, and troubleshooting of printer management software.
• Collaborate with other departments to procure, deploy, and repair campus printers.

C) Collaborate with other technicians to request and offer new and inventive technical information.

• Meet regularly with other technicians, and on-demand with other divisions of Information Technology.
• Participate actively within the Technology Support team.
• Support other technicians when needed during high volume work requests.

D) Help facilitate the Computer Replacement Plan for the university.

• Communicate and execute the 3 or 4-year computer replacement for the university and ensure that the work stays on schedule.
• Coordinate with other CRP employees in the execution of the computer replacement plan.
• Coordinate with other team members on the procurement and deployment of new computer equipment for the university.
• Collaborate across the organization to schedule, deliver, and deploy new computer equipment.

Professional Development Requirements:

A) Skills

• Logical thinking is required to read technical information; compose technical documents; facilitate technical discussions; problem-solving.
• Strong communication skills and interpersonal skills are required for establishing and maintaining effective working relationships; communicating with persons with diverse technical knowledge and skills.
• Experience and competence with various operating systems (e.g. macOS; Windows 11; iOS).

B) Knowledge Required

• Strong understanding of computer hardware and software.
• Knowledge of basic project management processes.
• Basic knowledge of wired/wireless networks, enterprise systems, and servers.

Qualifications

A) Professional

• AA/ AS degree or a combination of education and work experience in technical support equaling 2 years.
• Experience and competence with Windows and Mac operating systems that support it.
• Communication skills: strong verbal and written; ability to understand descriptions of problems and ability to convey information and solutions

B) Personal

• Ability to manage time; ability to multitask.
• Ability to handle periods of high stress: not easily angered or upset.
• Self-motivated.

Physical Demands

• Manual dexterity: typing, plugging/unplugging connections, use of a mouse/track pad, etc.
• Lifting computers and monitors 30 lbs. in weight.
• Crawling, bending over/under furniture, cramped spaces, etc. Moving monitors, computers, etc.
• Good vision (read monitors, examine connectors, etc.); not color blind; 20/20 correctable vision.

ACU does not unlawfully discriminate on the basis of race, color, age, sex, disability, genetic information, national or ethnic origin in employment opportunities, in keeping with applicable state and federal law.

ACU is committed to maintaining a safe and secure campus environment and protecting the university's financial and physical assets. Therefore, Abilene Christian University conducts background checks on all candidates for employment in security sensitive positions. As a current employee, it will be determined if you need an additional background check upon your hire.