Hardware Support Technician
- Employer
- Miami University
- Location
- Ohio, United States
- Salary
- $35,000.00 - $45,000.00
- Date posted
- Feb 6, 2018
View more
- Position Type
- Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Other Business & Administrative Affairs
- Employment Level
- Administrative
- Employment Type
- Full Time
Job Description Summary:
Job ID: 5225 - Unclassified - FT (Salaried)
Provide service to Miami University community for hardware and
software supported by IT Services. Function as a senior support
resource and assist other support staff on servicing designated
systems, providing ongoing guidance to the support team, and assist
in the creation and success of a warranty and non-warranty hardware
support center. Organize and maintain work tickets and provide
excellent customer service. Troubleshoot and solve complex
technical issues related to the designated environment.
Duties/Physical Demands:
1. Provide computer repair support for faculty, staff, and
students by directly solving hardware and software issues that have
been escalated to the Tier II level, in a timely manner.
2. Document issues and develop quotes for customer system
repairs. Explain necessary repairs to customers, exhibiting
excellent customer service.
3. Maintain and develop documentation and
standard-operating-procedures for existing and novel system
repairs, especially those that are not already documented in the
Knowledge Base. Analyze and summarize the impact of new processes
and technologies in the organization.
4. Act as a liaison between areas within IT Services to
coordinate technology projects requiring communication, sharing of
information, and cooperation across many areas of expertise.
5. Document needed system components and order from supplier
depots, as necessary, maintaining the applicable standards and
conditions set for warranty and non-warranty repairs.
6. Seek to improve quality of service levels. Maintain proper
training level to provide warranty support for supported hardware
and software..
7. Day to day supervision of student staff. Train, assign and
inspect work and make employment recommendations. May also
train, assign, inspect and direct work of staff.
Responsibility for coaching and staff counsel and recommend for
disciplinary action.
Minimum Qualifications:
* Associate's degree or vocational or technical school degree in a
related field or any equivalent combination of education and/or
experience providing the knowledge/skills/abilities listed may be
substituted.
* 1-3 years of related experience in troubleshooting and repairing
hardware problems in a complex networked environment (Microsoft
Windows, Mac/Apple, Dell). Knowledge of application software,
networking, and databases.
OEEO Statement: The University is committed to equal opportunity,
affirmative action, and eliminating discrimination and harassment.
Miami University does not discriminate on the basis of age, color,
disability, gender identity or expression, genetic information,
military status, national origin, pregnancy, race, religion, sex,
sexual orientation or protected veteran status in its application
and admission processes, educational programs and activities,
facilities, programs or employment practices. Requests for
reasonable accommodations/or disabilities related to employment
should be directed to ADAFacultyStaff@MiamiOH.edu or
513-529-3560. Miami University's Annual Security and Fire
Safety Report with information on campus crime, fires, and safety
may be found at: http://miamioh.edu/campus-safety/annual-report/.
Hard copy available upon request. A criminal background check is
required. All campuses are smoke and tobacco free campuses.
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