IT Support Technician II

Texas Tech University•El Paso, TX

3d•Onsite

About The Position

The IT Support Technician II provides technical support and assistance to departments, faculty, staff, and students using basic hardware and software, and specializes in hardware and software relevant to the assigned department or unit. The role supports users by phone or in person, completes end-user requests through the TTUHSC El Paso ticketing system, and coordinates with other IT areas when additional support is needed. The position is onsite at Texas Tech Health El Paso (TTEP); remote and hybrid work are not available. TTEP is not considering applicants who require employment visa sponsorship, including individuals with H1B visas or current student or postgraduate visas. The technician installs, configures, maintains, and troubleshoots desktop and laptop computers, printers, and other peripherals. The role supports Windows 10 and 11 and macOS, as well as commonly used software such as antivirus programs, email clients, Microsoft Office Suite, and Adobe products. The technician is expected to follow instructions accurately, work with minimal supervision, meet deadlines, communicate clearly with technical and non-technical users, and adapt workload priorities to shifting demands. The employee must remain current with applicable licensure, certifications, compliance, and training requirements; follow institutional policies and procedures; and demonstrate Texas Tech Health El Paso's values of Service, Respect, Accountability, Integrity, Advancement, and Teamwork. Other duties may be assigned. Compensation is commensurate with the selected individual's qualifications and the hiring department's budgetary guidelines and institutional pay plan.

Requirements

Bachelor's degree with coursework in computer science, MIS, IT, or a related area plus one year of related full-time paid experience; alternatively, a combination of related education and/or experience totaling five years.
Moderate knowledge of PC hardware components and their configuration.
Technical support experience with Windows 10 and 11 and macOS, including driver installation and compatibility troubleshooting.
Ability to follow technical instructions accurately and complete tasks with minimal supervision.
Ability to perform under pressure and meet tight deadlines.
Clear verbal and written communication skills for technical and non-technical audiences.
Ability to manage workload efficiently and adjust priorities as demands shift.
Must be able to work onsite at TTEP; remote and hybrid work are not available.
Applicants requiring employment visa sponsorship are not considered.
Remain current with applicable licensure, certifications, and mandatory compliance and training requirements.

Nice To Haves

Apple Certified, Dell Certified, or CompTIA A+ certification.
Texas Driver's License.

Responsibilities

Provide technical support and assistance to departments, faculty, staff, and students.
Troubleshoot user issues and guide customers through tasks by phone or in person.
Complete end-user ticket requests using the TTUHSC El Paso ticketing system.
Coordinate with other IT areas by engaging next-level support personnel when applicable.
Install, configure, maintain, and troubleshoot desktop and laptop computers, printers, and other peripheral devices.
Support Windows 10 and 11 and macOS, including driver installation and compatibility troubleshooting.
Support and maintain printers, scanners, and external storage devices.
Provide support for antivirus programs, email clients, Microsoft Office Suite, and Adobe products.
Communicate technical concepts clearly to staff and non-technical users, verbally and in writing.
Manage workload and adjust priorities to meet changing demands and organizational goals.
Remain current with required licensure, certifications, compliance, and training.
Follow applicable institutional policies, procedures, and practices.
Demonstrate and promote Texas Tech Health El Paso's values.
Perform other duties as assigned.